Customer Service Excellence Manager

3 giorni fa

Lucca, Toscana, Italia MCC A tempo pieno

Job Title:Customer Service Excellence Manager

Reporting to:Commercial Operations Director

Location:Europe (flexible)

Workplace:Remote

Travel:Frequent - 70%

Please note: this position is an internal vacancy available to only candidates employed within MCC Label. If you are not eligible to apply for this position, your application will not be considered.

Build your Career with an Industry Leader

For over a century, Multi-Color Corporation (MCC) has crafted premium labels for the world's most iconic and recognizable brands. Our labels elevate emotional connections with consumers and help brands stand out in competitive markets. With more than 12,000 teammates in 25+ countries, we come together to make our industry-leading work possible and bring our True Colors to life. Join us at MCC, where every product is Labeled with Care. Learn more at

We're looking for a Customer Service Excellence Manager to lead initiatives that elevate service standards, harmonise processes, and deliver exceptional customer experiences across our European sites.

Your main responsibilities will include:

  • Set the Standard: Benchmark and implement best practices for Customer Service across Europe.
  • Drive Consistency: Develop and deploy standardised processes, tools, and training.
  • Lead Change: Introduce Lean/CI principles and spearhead improvement projects.
  • Measure Success: Govern KPIs for OTIF, order turnaround, and customer satisfaction.
  • Collaborate Globally: Partner with Commercial, Operations, and Site Leadership teams to ensure seamless workflows and onboarding.

About you:

  • Proven experience in leading a Customer Service or Commercial function.
  • Strong project management, analytical skills, and ability to influence without authority.
  • Passion for continuous improvement and process harmonisation.
  • Excellent communication skills and flexibility for extensive travel.
  • CI qualification and additional European languages are strongly desirable.

Why apply?

  • This is your chance to shape the future of Customer Service across our European commercial operations, lead impactful projects, and work with diverse teams in a dynamic environment.

Additional Information

To apply for this role you must already have the right to live and work in the United Kingdom or the European Union and have the ability to travel unrestricted within these areas. Visa sponsorship is not provided.

As an American-owned company with multi-national operations, our main language for cross-border collaboration and communications is English. As such, the ability to speak fluent business English is essential for this role and all applications must be made using the English language.

Due to the frequent travel associated with this role, providing all minimum criteria are met, preference will be given to those candidates that live near an international airport.

Diversity & Inclusion

At MCC, we believe what makes us unique, makes us better. We embrace & care deeply about creating a workplace where our people feel valued and empowered. We are committed to providing an environment in which everyone is included, treated fairly and with respect. We consider our people our best asset and understand the importance of bringing different perspectives. We are committed to providing equal opportunity regardless of gender identity/expression or ethnicity, disability, sexual orientation or life stage. We encourage & welcome all genders, people of disability, LGBTQI+ community, refugees & people from culturally & linguistic diverse backgrounds to apply.

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