PpWe are supporting a fast‑growing consumer goods company in the search for a Manager who 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 h31. B2B Partner Service Management /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 h32. B2C Customer Care (E‑commerce Loyalty) /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 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 h34. Process Optimization, KPIs Reporting /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 pRole level: Manager / “Quadro” with team leadership /p pLocation: Milan HQ, hybrid work model (1–2 days/week remote) /p /p #J-18808-Ljbffr