PpWe are supporting a fast-growing consumer goods company in the search for a /p pbCustomer Service Manager B2B B2C /b /p pThe 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. /p h3Main Responsibilities /h3 h3b1. B2B Partner Service Management /b /h3 ul liLead and develop the team supporting national and international commercial partners. /li liOversee the full order-to-delivery cycle, including after-sales support, claims, returns, and communication with pharmacies, distributors, agents, and key accounts. /li liAct as the operational counterpart to the Sales organization for strategic customers. /li liEnsure seamless coordination between Customer Service, Sales Operations, and Logistics. /li liTrack and analyze B2B KPIs (order accuracy, response times, service level, partner satisfaction). /li liMaintain and evolve process documentation and initiate optimization plans. /li /ul h3b2. B2C Customer Care (E-commerce Loyalty) /b /h3 ul liManage the B2C service team across all channels (email, ticketing, chat, phone, social). /li liHandle all customer requests related to orders, deliveries, payments, returns, refunds, loyalty programs, and UX issues. /li liMonitor B2C metrics (SLA, CSAT, FCR, churn, retention) and implement improvement actions. /li liCollaborate with E-commerce, Marketing, and UX to identify recurring issues and propose solutions. /li liEstablish service guidelines and workflows to reduce workload and accelerate resolution times. /li liEnsure service readiness during product launches, campaigns, and peak periods. /li liSupport commercial initiatives through cross-selling and up-selling opportunities. /li /ul h3b3. People Leadership /b /h3 ul liManage and motivate teams across multiple locations. /li liPlan shifts, priorities, service standards, and training programs. /li liDevelop capabilities and oversee performance evaluations for team members. /li /ul h3b4. Process Optimization, KPIs Reporting /b /h3 ul liContinuously monitor operational performance for both B2B and B2C channels. /li liDefine and track qualitative and quantitative KPIs. /li liLead initiatives to enhance systems (CRM, ERP, ticketing) and streamline workflows. /li liPrepare management reports and insights supporting business decisions and service evolution. /li /ul h3Cross-Functional Collaboration /h3 ul liSales Key Account Management – partner support and commercial alignment. /li liLogistics – order fulfillment, returns, delivery performance. /li liE-commerce – checkout, payments, order flow. /li liMarketing Loyalty – customer insights, campaigns, retention programs. /li liIT / UX – digital issues, bugs, customer journey optimization. /li liFinance – payment checks, refunds. /li /ul h3Candidate Profile /h3 ul liUniversity degree in Economics, Engineering, or related fields. /li li10+ years of experience in customer service roles, including leadership responsibility. /li liProven background in FMCG environments. /li liStrong command of English; a second European language is a plus. /li liSolid hands‑on experience with CRM and ERP platforms (Salesforce and SAP preferred). /li liKnowledge of omnichannel customer care and e-commerce support processes. /li liStrong analytical and organizational skills; ability to manage complexity. /li liCustomer‑centric leadership style, proactive mindset, high ownership, and resilience. /li /ul h3Success Indicators /h3 ul liShorter response times and higher CSAT (B2B B2C). /li liImproved order quality and post‑sales handling. /li liMore efficient workflows across customer service, logistics, sales, and e‑commerce. /li liIncreased customer retention and lifetime value. /li liHigher productivity and reduced operational effort across teams. /li liAbility to implement scalable processes, tools, and best practices. /li /ul h3Position Details /h3 ul liRole level : Manager / “Quadro” with team leadership. /li liScope : B2B + B2C service, multi‑site organization FMCG. /li liLocation : Milan HQ, hybrid work model (1–2 days / week remote). /li liCompensation : €70–80K RAL + MBO bonus. /li /ul /p #J-18808-Ljbffr