PWe are supporting a strongfast-growing consumer goods /strong company in the search for a /ppbr/ppstrongCustomer Service Manager B2B B2C /strong /ppbr/ppThe manager 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. /ppbr/ppbr/ppstrongMain Responsibilities /strong /ppstrong1. B2B Partner Service Management /strong /pp· Lead and develop the team supporting national and international commercial partners. /pp· Oversee the full order-to-delivery cycle, including after-sales support, claims, returns, and communication with pharmacies, distributors, agents, and key accounts. /pp· Act as the operational counterpart to the Sales organization for strategic customers. /pp· Ensure seamless coordination between Customer Service, Sales Operations, and Logistics. /pp· Track and analyze B2B KPIs (order accuracy, response times, service level, partner satisfaction). /pp· Maintain and evolve process documentation and initiate optimization plans. /ppbr/ppstrong2. B2C Customer Care (E-commerce Loyalty) /strong /pp· Manage the B2C service team across all channels (email, ticketing, chat, phone, social). /pp· Handle all customer requests related to orders, deliveries, payments, returns, refunds, loyalty programs, and UX issues. /pp· Monitor B2C metrics (SLA, CSAT, FCR, churn, retention) and implement improvement actions. /pp· Collaborate with E-commerce, Marketing, and UX to identify recurring issues and propose solutions. /pp· Establish service guidelines and workflows to reduce workload and accelerate resolution times. /pp· Ensure service readiness during product launches, campaigns, and peak periods. /pp· Support commercial initiatives through cross-selling and up-selling opportunities. /ppbr/ppstrong3. People Leadership /strong /pp· Manage and motivate teams across multiple locations. /pp· Plan shifts, priorities, service standards, and training programs. /pp· Develop capabilities and oversee performance evaluations for team members. /ppbr/ppstrong4. Process Optimization, KPIs Reporting /strong /pp· Continuously monitor operational performance for both B2B and B2C channels. /pp· Define and track qualitative and quantitative KPIs. /pp· Lead initiatives to enhance systems (CRM, ERP, ticketing) and streamline workflows. /pp· Prepare management reports and insights supporting business decisions and service evolution. /ppbr/ppbr/ppstrongCross-Functional Collaboration /strong /ppstrongThe role interacts daily with: /strong /pp· Sales Key Account Management – partner support and commercial alignment /pp· Logistics – order fulfillment, returns, delivery performance /pp· E-commerce – checkout, payments, order flow /pp· Marketing Loyalty – customer insights, campaigns, retention programs /pp· IT / UX – digital issues, bugs, customer journey optimization /pp· Finance – payment checks, refunds /ppbr/ppbr/ppstrongCandidate Profile /strong /pp· University degree in Economics, Engineering, or related fields. /pp· 10+ years of experience in customer service roles, including leadership responsibility. /pp· Proven background in FMCG environments. /pp· Strong command of English; a second European language is a plus. /pp· Solid hands-on experience with CRM and ERP platforms (Salesforce and SAP preferred). /pp· Knowledge of omnichannel customer care and e-commerce support processes. /pp· Strong analytical and organizational skills; ability to manage complexity. /pp· Customer-centric leadership style, proactive mindset, high ownership, and resilience. /ppbr/ppbr/ppstrongSuccess Indicators /strong /pp· Shorter response times and higher CSAT (B2B B2C). /pp· Improved order quality and post-sales handling. /pp· More efficient workflows across customer service, logistics, sales, and e-commerce. /pp· Increased customer retention and lifetime value. /pp· Higher productivity and reduced operational effort across teams. /pp· Ability to implement scalable processes, tools, and best practices. /ppbr/ppbr/ppstrongPosition Details /strong /pp· Role level: Manager / “Quadro” with team leadership /pp· Scope: B2B + B2C service, multi-site organization FMCG /pp· Location: Milan HQ, hybrid work model (1–2 days/week remote) /pp· Compensation: €70–80K RAL + MBO bonus /p