Key Skills

Job Description

As Continuous Improvement Specialist Customer Operations, you will help shape smarter, more efficient ways of working across Customer Operations Europe. In close collaboration with Customer Operations, Demand, Supply and Logistics, you will simplify and standardise processes, drive Performance Plus initiatives and contribute to sustainable performance improvement, cost reduction and a stronger customer experience. What we ask Strong understanding of Customer Operations and customer service processes, systems and ways of working within an FMCG environment. Knowledge of project management methodologies and tools, including Scrum and structured project management toolkits. Knowledge of continuous improvement methodologies and techniques, such as TPM, Lean and Six Sigma. Understanding of change management principles and the ability to support teams in adopting and embedding new ways of working. Advanced proficiency in Microsoft Office applications, with the ability to analyse, structure and present information effectively. Knowledge of relevant business systems, including SAP and PowerBI Fluent in written and spoken English, with the ability to communicate clearly across teams and functions. What we offer At FrieslandCampina you work on strong， globally loved brands enjoyed by millions every day， like Friso， Campina， Chocomel and Frisian Flag. As a farmer-owned cooperative， we combine an international environment with a clear social and sustainable purpose. We support your growth through training， coaching and internal career opportunities. With trust and autonomy， you can make real impact. Employment benefits: Salary between €3，900 and €5，250 gross per month (full-time)， depending on experience and fit for the role. A work week of 32 to 38 hours， a 5% year-end allowance， 10% company bonus， 8% holiday allowance and a pension scheme. Hybrid working with flexible working hours， a train card and/or €0.23 per km (max. 30 km one way). 200 hours of annual leave， with the option to buy or sell up to 40 hours. A laptop， phone and home office equipment to support flexible working. Wellbeing and inclusion initiatives， such as health support， employee assistance programs and diversity initiatives. Extras at the head office， such as milk and cheese during lunch， fresh fruit and barista coffee. Vacancy description In this role, you: Deliver end-to-end Customer Operations solutions. Design and implements practical Customer Operations solutions that meet the needs of Customer SC Europe/RA and enable a smooth flow of goods and information across departments. Align project timelines cross-functionally, monitors progress closely and takes timely action to minimise delays on the critical path.Drive continuous improvement. Identify bottlenecks and improvement opportunities in Customer Operations processes, planning routines, procedures and systems, and translates approved improvements into effective implementation. Develop clear action plans for KPI improvement and leads or contributes to cross-departmental improvement teams to deliver measurable results. Drive prioritised Customer Operations initiatives that support standard ways of working and embed best practices provided by BG Excellence teams. Contribute to cross-Customer SC improvement teams and communities of practice by sharing expertise, building alignment and supporting consistent execution. Support team members in analysing day-to-day operational challenges and converting insights into practical, sustainable improvement actions. Coache Customer Operations team members in adopting, applying and sustaining new ways of working across the organisation.Lead and support projects Contribute to Customer Operations optimisation projects that improve process efficiency, communication, sustainability and market readiness. Manage the implementation of Customer Operations changes within the team and in collaboration with other disciplines, in line with FrieslandCampina’s commercial and supply chain guidelines, including master data requirements. Participate in assigned supply chain and cross-functional projects, such as system roll-outs, process improvements, stock allocation and OOS communication, both within and beyond Customer Operations. Translate standards and improvement initiatives from the Opex department into local action plans and supports their deployment within Customer Operations.Dimensions This position has no direct reports, but works closely with Customer Operations Leads and cross-functional stakeholders to drive alignment, implementation and sustainable adoption. Responsible for implementing roadmap and Performance Plus initiatives that deliver significant cost reductions and sustainable performance improvements within Customer Operations. This position sits within the Customer Operations team of the CSC Europe and Retail & Americas. The direct colleagues consist of 3 Clusterleads, 2 digital managers and 2 Senior CI Specialists. Within the total team we work everyday together with the team managers and the Customer Operations specialists to make the customers happy and improve our ways of working.

Core Responsibilities

Design and implement Customer Operations solutions, identify process bottlenecks, and lead or contribute to cross-functional initiatives that improve efficiency, KPIs, customer experience, and costs. Support project delivery and coach teams to adopt and sustain standard ways of working and continuous improvement practices.

Requirements

The role requires strong knowledge of Customer Operations and customer service processes in an FMCG environment, along with project management, continuous improvement, and change management expertise. Candidates should be proficient in Microsoft Office and familiar with SAP and Power BI, and fluent in written and spoken English.

Benefits

• Year-End Allowance
• Company Bonus
• Holiday Allowance
• Pension Scheme
• Hybrid Working
• Flexible Working Hours
• Train Card
• Mileage Reimbursement
• Annual Leave
• Option to Buy or Sell Leave
• Laptop
• Phone
• Home Office Equipment
• Health Support
• Employee Assistance Programs
• Diversity Initiatives
• Free Milk and Cheese
• Fresh Fruit
• Barista Coffee
• Training
• Coaching
• Internal Career Opportunities