Customer Service & Logistics Excellence Lead
HEINEKEN Global Shared Services
Europe, Poland, Cracow
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Salary
Rank
Director
Responsibility
Site Lead
Scope
Global
Workplace
Hybrid
Functions
Customer Service
Supply Chain
Reports to
Level
N-1
Travel Max:
0%
Posting Date
02-04-2026
Description
At HEINEKEN Kraków (HEINEKEN Global Shared Services) our success comes directly from our great people. We are a growing team of business experts in finance, accounting, data and technology ready to „WOW” the world with our expertise, passion and pride to be GREEN. We act on our values of Passion for consumers & customers, Courage to dream & pioneer, Care for people & planet, Enjoyment of Life, always focused on being ourselves: inclusive, diverse, and open for new challenges.
As a core leader within the European Supply Chain & Logistics Excellence agenda, this role shapes the future of Customer Service, Warehouse and Transportation capabilities across the region. Operating at the intersection of global strategy and local execution, it ensures flawless deployment of the CS&L Excellence roadmap, orchestrating transformational programs that directly elevate service performance and operational efficiency.
Key Responsibilities
- ensuring momentum and disciplined execution of CS&L programs across markets and global/regional stakeholders
- integrating CS&L best practices and standardized processes driven by TPM2Win, raising functional maturity across OpCos
- strengthening delivery reliability and responsiveness to improve customer satisfaction and business continuity
- using advanced analytics to identify gaps and unlock productivity and cost improvements across the E2E chain
- identifying opportunities and leading initiatives that generate structural and sustainable efficiency gains
- accelerating organization learning by training and supporting local teams and scaling best practices across markets
- improving fulfilment accuracy, flow efficiency and warehouse labor productivity through structured interventions
- enhancing transportation network efficiency and delivery performance through route redesign, shuttle flow optimization and stronger logistics partnerships
- improving planning accuracy and vehicle utilization while reducing intercompany and shuttle-related costs.
Qualification & Requirements
- 10+ years of professional experience, including 2+ years in leadership
- strong background in Logistics and Customer Service
- knowledge of TPM/Process Kaizen (PKE Advanced) or Lean/Six Sigma
- proven ability in people management, team building, coaching, and facilitation
- proficiency in IT systems, digital tools, and Microsoft Office
- familiarity with industry trends
- strong project management, analytical, and presentation skills
- expertise in change management and building collaborative relationships
- skills in managing stakeholders with conflicting interests at strategic and tactical levels
- strong influencing and interpersonal skills
- English on fluent level (min. C1).
Benefits
- Flexible work from home scheme
- Attractive performance bonus
- Parking space for employees
- Flexible working hours
- Sodexo card
- Life insurance
- Employee referral program
- Job opportunities with Heineken
- Private medical healthcare
- Social events
Company Profile
HEINEKEN Global Shared Services
Industry
IT Services and IT Consulting
Revenue
$829M
Employees
1,083
Fortune 500 Rank
NA
Global 500 Rank
#474
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