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Job Purpose

The Senior Manager Customer Service Front Office is tasked to ensure the end-to-end high quality for service delivered to the CCEP’s indirect customers. The Senior Manager is responsible for ensuring the achievement of the team’s objectives in accordance with CCEP’s strategy and set by the Commercial team. The role is also overseeing the overall team’s performance to ensure that the team achieves or exceeds targets and metrics agreed.

The Senior Manager Customer Service Front Office is part of a newly created team within the Bulgaria based Shared Service Center (SSC) of CCEP. The position will drive and deliver Customer Service excellence to the business emphasizing continuous process improvement. The purpose is to continuously enhance the Customer Service level, efficiency, and effectiveness, build strong relationships with the Spanish Business Unit (BU), particularly with the retained SSC partners, Commercial team, Finance team, etc.

This role will also support the transition team to ensure the successful migration of all Customer Service in-scope activities to the SSC.

Key Responsibilities

• Build a high performing team by motivating and supporting the team members to step up and deliver their best work. Delegate clearly, build trust and generate the desire in others to take ownership. Coach and develop team members and monitor their performance to drive a culture of high performance;
• Manage Customer Service Front Office’s performance through metrics and key performance indicators by delivering day to day processes;
• Builds strong relationships with key stakeholders (external and internal). Works and liaises closely with SSC Partners to drive understanding and support for CTC and Shared Services generally;
• Monitor achievement of customer service requirements as defined by both formal Service Partnership Agreements as well as Customer Satisfaction surveys;
• Contributing to definition, scoping, and execution of short- and long-term strategies and objectives within Collections & Disputes, in coordination with the management teams, the relevant cross-functional teams, and other relevant internal or external stakeholders;
• Manage complex issues in business priority acting as an escalation point for the team on more complex or sensitive issues;
• Drives continuous improvement culture within team;
• Supports the Monthly and Annual closing activities for timely closure;
• Assures that the appropriate internal control environment and SOX compliance are maintained along with compliance to all legal and regulatory requirements 
• Be a leader to the team, supporting them in building independence throughout developing strong business knowledge and capabilities;
• As requested, undertakes projects or activities not specifically outlined above