Customer Service Manager

We are supporting a fast-growing consumer goods company in the search for a Manager who will lead the end-to-end service operations across both business channels.The role reports directly to the Commercial Director and is accountable for delivering an outstanding customer experience, ensuring operational excellence in pre- and post-sales activities, and driving continuous improvement across processes, systems, and service KPIs.Main Responsibilities1. B2B Partner Service ManagementLead and develop the team supporting national and international commercial partners.Oversee the full order-to-delivery cycle, including after-sales support, claims, returns, and communication with pharmacies, distributors, agents, and key accounts.Act as the operational counterpart to the Sales organization for strategic customers.Ensure seamless coordination between Customer Service, Sales Operations, and Logistics.Track and analyze B2B KPIs (order accuracy, response times, service level, partner satisfaction).Maintain and evolve process documentation and initiate optimization plans.2. B2C Customer Care (E-commerce & Loyalty)Manage the B2C service team across all channels (email, ticketing, chat, phone, social).Handle all customer requests related to orders, deliveries, payments, returns, refunds, loyalty programs, and UX issues.Monitor B2C metrics (SLA, CSAT, FCR, churn, retention) and implement improvement actions.Collaborate with E-commerce, Marketing, and UX to identify recurring issues and propose solutions.Establish service guidelines and workflows to reduce workload and accelerate resolution times.Ensure service readiness during product launches, campaigns, and peak periods.Support commercial initiatives through cross-selling and up-selling opportunities.Manage and motivate teams across multiple locations.Plan shifts, priorities, service standards, and training programs.Develop capabilities and oversee performance evaluations for team members.4. Process Optimization, KPIs & ReportingContinuously monitor operational performance for both B2B and B2C channels.Define and track qualitative and quantitative KPIs.Lead initiatives to enhance systems (CRM, ERP, ticketing) and streamline workflows.Prepare management reports and insights supporting business decisions and service evolution.Cross-Functional CollaborationSales & Key Account Management – partner support and commercial alignmentLogistics – order fulfillment, returns, delivery performanceE-commerce – checkout, payments, order flowMarketing & Loyalty – customer insights, campaigns, retention programsIT / UX – digital issues, bugs, customer journey optimizationFinance – payment checks, refundsCandidate ProfileUniversity degree in Economics, Engineering, or related fields.10+ years of experience in customer service roles, including leadership responsibility.Proven background in FMCG environments.Strong command of English; a second European language is a plus.Solid hands-on experience with CRM and ERP platforms (Salesforce and SAP preferred).Knowledge of omnichannel customer care and e-commerce support processes.Strong analytical and organizational skills; ability to manage complexity.Customer-centric leadership style, proactive mindset, high ownership, and resilience.Success IndicatorsShorter response times and higher CSAT (B2B & B2C).Improved order quality and post-sales handling.More efficient workflows across customer service, logistics, sales, and e-commerce.Increased customer retention and lifetime value.Higher productivity and reduced operational effort across teams.Ability to implement scalable processes, tools, and best practices.Role level: Manager / "Quadro" with team leadershipLocation: Milan HQ, hybrid work model (1–2 days/week remote)#J-*****-Ljbffr