DACH Customer Service Senior Manager (m/w/d)

Job description

Welcome to Haleon. We’re a purpose-driven, world-class consumer company putting everyday health in the hands of millions. In just three years since our launch, we’ve grown, evolved and are now entering an exciting new chapter – one filled with bold ambitions and enormous opportunity. Our trusted portfolio of brands – including Sensodyne®, Panadol®, Advil®, Voltaren®, Theraflu®, Otrivin®, and Centrum® – lead in resilient and growing categories. What sets us apart is our unique blend of deep human understanding and trusted science. Now it’s time to fully realise the full potential of our business and our people. We do this through our Win as One strategy. It puts our purpose – to deliver better everyday health with humanity – at the heart of everything we do. It unites us, inspires us, and challenges us to be better every day, driven by our agile, performance-focused culture. Leads the Order to Cash Process for the Cluster. Models the Consumer and Customer First mindset. Delivers an efficient and optimised process, fully utilising system automation where it exists. Leads a team of Customer Service Agents to deliver best in class Customer Service experience for our Customers. Coaches and develops the team to evolve skills with changing requirements of the role. Owns the delivery of Third Party Customer Service Operations where it is in place. Key Responsibilities Delivers the final mile for OTIF with right first time order processing, collaboration with 3PL and W&D team, customer query management and invoicing management. Leads team of Customer Service Agents to ensure orders are processed on time and accurately. Targeted on timely invoicing and maintaining claims below threshold. Ensures EDI is operating as expected. Has rigorous monitoring in place to identify and follow up issues. Manages the operational activity of any third party providing O2C services to the Cluster. Coaches and upskills the Customer Service Agents to be accountable for their customers. Ensures the team operates with a proactive and CI mindset to drive excellence in O2C processes. Together with the OU Op Ex Team and CVC Lead, ensures that the Cluster follows the Customer Service processes for the OU. Identifying opportunities for continuous improvement and implementing any adjustments. Drives value for Haleon and the customer through implementing minimum standards. Is accountable for implementing strategic changes such as Touchless Orders, MOQ and expanding EDI. Has accountability for claims management in the Cluster . Uses OU reporting to understand the number of claims, highest contributing accounts and root cause. Takes action to drive down delivery claims. Works with commercial to ensure that pricing claims are identified and resolved as quickly as possible. Shares best practice with OU and other Clusters to support overall OU delivery. Is accountable for completing monthly O2C SOX controls . Works with finance team at month end to ensure accurate invoicing and revenue recognition. Is accountable for providing input to internal and external audits related to Order to Cash Processes which are managed by the QSCP team. Qualifications & Experience Basic Qualifications Bachelor’s degree in Supply Chain or a related field 8 years+ Order to Cash Experience Proven Experience of Team Management. Relationship Management Preferred Qualifications Understanding of warehouse operations Understanding of supply chain processes Understanding of sales / commercial processes Location – this role is based in: Munich Barthstrasse This job posting closes on: 23.09.2026 This position is a grade: 6 Job Posting End Date 2026-11-10 Equal Opportunities Haleon are committed to mobilising our purpose in a way that represents the diverse consumers and communities who rely on our brands every day. It guides us in creating an inclusive culture, where different backgrounds and views are valued and respected – all in support of understanding and best serving the needs of our consumers and unleashing the full potential of our people. It’s important to us that Haleon is a place where all our employees feel they truly belong. During the application process, we may ask you to share some personal information, which is entirely voluntary. This information ensures we meet certain regulatory and reporting obligations and supports the development, refinement, and execution of our inclusion and belonging programmes that are open to all Haleon employees. The personal information you provide will be kept confidential, used only for legitimate business purposes, and will never be used in making any employment decisions, including hiring decisions. Adjustment or Accommodations Request If you require a reasonable adjustment or accommodation or other assistance to apply for a job at Haleon at any stage of the application process, please let your recruiter know by providing them with a description of specific adjustments you are requesting. We’ll provide all reasonable adjustments to support you throughout the recruitment process and treat all information you provide us in confidence. Note to candidates The Haleon recruitment team will contact you using a Haleon email account (@haleon.com). If you are not sure whether the email you received is from Haleon, please get in touch.