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Customer Service Lead - Product Owner

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Date: 23-Nov-2022

Location: Amsterdam, NL


Customer Service Lead – Product Owner

Fulltime, JG 20/25


The Global Customer Service & Logistics (CS&L) department is responsible for functional leadership of CS&L programs and capabilities. This role will support the development of customer service platforms translating Customer Service strategy in strong digital capability.


Your responsibilities:

As the Product Owner of the Logistics Trade Terms platform you will:

  • Define the product vision, release, and sprint goals.
  • Acquire and manage product budget, sourcing and partners.
  • Work in collaboration with the end users within the OpCo, Regional and Global functions to establish requirements in the form of user stories.
  • Maintain and refine the product backlog.
  • Work with the product team to plan sprints and sprint content.
  • Decide the order in which content is delivered with input from the team.
  • Ensure pre-conditions for an engaging and empowering work environment so the team can work optimally.
  • Own the user experience, understand end user business value, and prioritize accordingly.
  • Align with the OpCo teams and CORE team on resources, budget, and timing.


Important skills and competencies:

  • Has a deep understanding of customer service operations and the importance of creating value for the business and the customer, but also about the architecture frameworks.
  • Market to Cash process knowledge and analytical skills, able to communicate and work with relevant SMEs.
  • High interest in analytical tools.
  • Inspiring leader with strong relationship skills (within HEINEKEN organization) to influence, support and drive priorities.
  • Effective communicator, able to manage multiple stakeholders and skilled in finding common ground.
  • Knowledge about working in an agile environment.
  • Strong communication skills - both verbal and written.
  • Fluent English (verbal, written) required. Other languages will be considered as an advantage.
  • Leadership behaviors: Connect, Shape, Deliver, Develop.
  • Team player, customer-centric attitude, you work and collaborate well with business teams & teams in the field.
  • Deal with uncertainty and challenges constructively.
  • Agile mindset, able and willing to constantly adapt to changing realities.
  • A specialist and a team player.



In order to be successful in this position we expect you to have:

  • 8+ years relevant working experience (excellent practical knowledge of Customer Service operations and overall Market to Cash process. Experience in Leading people in a SC context.)
  • Bachelor or Master Degree preferably in Supply Chain, Sales or Business Management.
  • Experience with customer service platforms, ERP implementations.


We offer you

  • A work environment where your personality, knowledge and competences are the key to success.
  • Gross annual salary between € 70.000 and € 110.000 (based on fulltime employment).
  • Learning & Development training courses in line with your position and ambition.
  • Laptop & phone.
  • 20 vacation days and flexible budget to buy extra.
  • Compensation for travel expenses.
  • Pension plan where HEINEKEN covers 2/3 of the costs.



Every day we work with pride on our great products that you've certainly had in your hand at a party, during a work meeting or at home with friends. HEINEKEN is much more than just beer. Did you know that brands like Cristal Clear, Royal Club, Heineken 0.0, Amstel Radler and Birra Moretti are also part of HEINEKEN? We actively work to create a pleasant work environment where everyone feels respected and has equal opportunities. Your personality, knowledge and competencies are the success of our organization. 


Embracing and celebrating diversity is core to HEINEKEN’s purpose of “brewing the joy of true togetherness to inspire a better world”. We believe that people as diverse as our brews – including and not limited to gender, ethnicity, age, sexual orientation, religious belief, nationality, social background, disability and thinking style – enrich our lives and strengthen our business. We welcome and consider applications from all qualified candidates as we champion a culture of belonging that provides fair and equal opportunities for all.


HEINEKEN Global Supply Chain

HEINEKEN Global Supply Chain is a special operating company within the global HEINEKEN group. We support all Heineken breweries worldwide in the broadest sense of the word.


How to proceed?

Are you interested? Please apply via the green application button. If you would like to learn more about the position of Customer Service Program Manager (CORE) or have any questions, please feel free to contact Janne Schilling via


Selection process:

  1. Apply with CV and cover letter.
  2. Introductory meeting (Recruiter/Business)
  3. Follow-up interview (HR/Business)
  4. A day at the office or an assessment; varies by job group
  5. Job Offer
  6. CHEERS, welcome to HEINEKEN!

Job Segment: Logistics, Supply Chain, Supply, Network, Operations, Customer Service, Technology