Customer Service & Logistics Excellence Lead

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.

Your responsibilities would include:

• 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.

You are a good candidate if you have:

• 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)

At HEINEKEN Kraków, we take integrity and ethical conduct seriously. If someone has concerns about a possible violation of legal regulations indicated in Polish Whistleblowing Act or our Code of Business Conduct, we encourage them to speak up. Cases can be reported to global team or locally (in line with the local HGSS Whistleblowing procedure) by selecting proper option in this tool or by communicating it on hotline. 

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