Global Process Innovation Manager

3 weken geleden


Amsterdam, Noord-Holland, Nederland Heineken Voltijd

At Heineken, we are seeking a highly skilled Global Process Innovation Manager - Customer Service to join our team. This role is responsible for driving the vision and process strategy for Customer Service across Heineken.

About the Role

In this critical position, you will be pivotal in shaping the global process strategy for customer service operations. You'll collaborate with various teams to drive process standardization, efficiency, and continuous improvement across Heineken's operating companies worldwide.

Key Responsibilities:
  1. Co-shaping the Global Process Ambition Blueprint: Collaborate with CS&L and MtC strategies to develop a comprehensive vision for Customer Service.
  2. Designing and Deploying Global Processes: Develop and deploy standardized Customer Service processes, reducing deviations across OpCos.
  3. Data-Driven Insights: Create and deploy dashboards, KPI frameworks, and process mining to support operational excellence and cost improvement.
  4. Tech Platforms Support: Work with D&T and CS&L Capability teams to ensure technology platforms align with business requirements.
  5. Process Improvement Networks: Build internal and external networks to share best practices and drive continuous process improvement.
About You

We're looking for a strategic thinker with in-depth expertise in customer service processes. You should have a strong track record in process design, analytics, and digital transformation. The ideal candidate will have:

  • 8+ years of experience in end-to-end customer service processes within complex international environments.
  • Proven experience in process design, mapping, and analytics, with a strong background in digital transformation and product ownership.
  • University-level education, with excellent verbal and written communication skills in English.
  • Expertise in Lean Six Sigma and continuous improvement methodologies, with a deep understanding of project and change management.
  • Strong ability to manage multiple complex stakeholder relationships, ensuring strategic alignment and resolving conflicting priorities.
Compensation and Benefits

This full-time position comes with an estimated annual salary of €85,000, based on industry standards and location. Additionally, you can expect a range of benefits that include a competitive bonus structure, health insurance, and opportunities for professional growth and development.



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