Team Lead – Consumer & Customer Services (CCS)

Our Values

#Stronger together # Strive for excellence

#Consumer & Costumer centricity #Ownership & accountability

How do we plan to continue developing the most revolutionary foods of our time at foodspring? With your help! As fitness food pioneers, our mission starts afresh with each new product. This approach requires great ideas. Pure passion. The best minds in their respective fields. Want to contribute to a dynamic company culture? Want to help change the lifestyle of an entire generation? Then you're in the right place!

You will report into: Davide Nigro, Director Logistics & CCS

Type: Full-Time

Location: Berlin Office

Team: Consumer & Customer Service Team

So, what can you expect to work on?

Team Leadership and Development:

• Lead, manage, and develop the Consumer & Customer Service Team for both B2C and B2B channels, ensuring disciplinary and technical excellence.
• Grow, coach, and empower a high-performing team of approximately 10 HQ-based employees to achieve operational and performance targets.
• Drive training and capability development to standardize functional knowledge, enabling team success and growth.
• Supervise the project management activities of team members and actively build their project management capabilities to ensure successful execution of key initiatives.

Operational Excellence and Process Optimization:

• Oversee and optimize full Order-to-Cash operational areas, including order intake and order intake lead-times, to ensure seamless and efficient processes.
• Develop and implement effective customer service procedures, policies, and standards tailored for both B2C and B2B channels.
• Manage and drive a variety of projects aimed at increasing operational efficiency and enhancing customer satisfaction.
• Continuously drive KPI tracking and analysis to measure departmental performance, ensuring operational targets and SLAs are met.

Transformation and Strategic Collaboration:

• Transform the Customer and Consumer Sales Support Team to align with the new business requirements and opportunities resulting from B2B business digitalization.
• Identify, strengthen, and stabilize new team roles and responsibilities, promoting cross-departmental collaboration with B2B and B2C lead teams and other operational departments.
• Implement sustainable, agile, and customer-centric organizational frameworks to enhance service delivery and performance.

Knowledge Management and Continuous Improvement:

• Overhaul and maintain a robust knowledge management system that supports agile team functionality and fosters continuous improvement.
• Lead initiatives to streamline internal processes, share best practices, and encourage innovation within the team.

Customer-Centric Strategy:

• Ensure outstanding consumer and customer experiences by aligning team activities with customer needs and company goals.
• Act as the key escalation point for complex issues, driving resolution and improving future processes to minimize customer pain points.

What you offer us:

• Proven experience in leading customer service teams, ideally across both B2C and B2B environments.
• Strong project management background with a proven track record of managing multiple projects that enhance efficiency and customer satisfaction.
• • Demonstrated ability to supervise team project activities and build project management capabilities across the team.
• Strong track record in operational optimization, KPI management, and team development.
• Ability to lead and manage change effectively, including implementing digital transformation strategies.
• Excellent communication and collaboration skills to work cross-functionally within a dynamic organization.
• Demonstrated ability to build a customer-centric culture and deliver measurable results.
• Knowledge of software tools such as NetSuite, Salesforce, and Zendesk is a plus.

What does foodspring offer:

Company Culture

• Inclusive and international culture coming from 25 countries
• Participation in office parties, team, cultural, sport events to boost your creativity and build team spirit

Work-Life Balance

• A balance between working at home and in our modern and fully refurbished office (currently: 50% per week in the office)
• Opportunity to work abroad for one month per year, within the EU
• 30 vacation days per year

Health & Wellness

• Urban Sports Club discounted partnership
• Taking care of your mental health: Remote mental health services

Additional Perks

• Testing our products plus employee discount on all orders
• Real impact on future of health nutrition by working on unique and exciting projects

Make an impact and Apply now!

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