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Title:  Global Customer Support Manager

Global Customer Support Manager.

Fulltime, Amsterdam contract, part of Global Customers team.


Are you ready to support managing HEINEKEN’s biggest Customers?


We’re a small team of 9 people looking after HEINEKEN’s biggest customers, mainly International Retailers, and supporting the European Off-Trade agenda. As you are probably aware, Retail is going through some fundamental changes at the moment. Big Tech giants and discounters are putting pressure on the traditional International Retailers. This is impacting the relationship and ways of working with Retailers worldwide. Do you have what it takes to support us now and help future proofing our organisation?


We are looking for someone to support the team and the Global Off-Trade Community. You will be working closely with the Global Customer Directors, Sales Directors, Revenue Managers and Key Account managers in the OpCo’s and our Global Customers. Focus will be on i) delivering meaningful dashboards to drive decision making at Regional and OpCo level, combining data from multiple sources (Customers, Nielsen, OpCos, etc.), ii) share actionable insights based on these dashboards and industry publications and iii) managing price risk exposure in Europe.


Global Customer Support Manager

  • Information Management: manage dashboards to drive decision making at Regional and OpCo level, share actionable insights based on data and industry publications and manage the many information requests.
  • RADAR-community Champion: RADAR is our tool for managing Cost Price Data across Europe, Global & International Customers. We use this for price risk exposure analyses and trade terms optimization process. You will be the Global RADAR champion and the key link between OpCo’s, the Global Customers team and the supplier on a daily basis.
  • Supplier Management: Key Contact for Acumen (RADAR), IGD & Edge. Management of day to day relationship and ensuring that levels of service are delivered.
  • Global Customer Support: Support in the delivery of Global Customer Forums & Customer Goods Forum annually. Support collection of data and tracking of results in order to ensure International agreements are being met in full. Support PO’s and invoices management and Annual Plan process. You will manage the budget of ~€ 2.5m.


Your job

You will be responsible for:

  • Driving the creation of meaningful dashboards, working together with our Customers, other data-suppliers and or Global IT team.
  • Maximising the added value of the available information by the Global Customers team and the Off-Trade community.
  • Fuelling the communication and good practice sharing within the RADAR community and manage the annual process and training support.
  • Collaborating with the Global Customer & Finance colleagues to manage the international agreements, prepare the forums and manage the budget,


Key success factors:


Amongst others we consider you successful if you:

  • Deliver & optimise Off-Trade dashboards
  • Increase added value from the RADAR tool and
  • Indirectly mitigate exposure of Pricing Issues across Europe


Your qualifications


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

  • 3- 5 years Commercial/Financial experience with data analysis;
  • Excellent stakeholder management and communication skills to engage with all levels of organisation.

  • Job Segment: Manager, Customer Service, Management

Apply now »