The Senior Customer Operations Lead ensures end-to-end customer account coordination across the O2C cycle — from order entry to delivery, invoicing, and post-sales issue resolution.

The role serves as the main operational interface between Customers, Sales, and internal support functions, ensuring that service levels and process quality meet our client's customer-centric standards. It is a key position to deliver a “One Customer” experience through process discipline, visibility, and proactive communication.

Main Tasks

• Is in charge of ordering for Gold Customer

• Is in charge of solving the problems (aka cases) of Gold Customers

• Manage and oversee the complete Order-to-Cash cycle for assigned customers.

• Coordinate with Sales, Logistics, and Finance to ensure smooth order flow, on-time delivery, and accurate invoicing.

• Act as escalation point for complex customer issues (delivery, billing, claims) ensuring timely and professional resolution.

• Ensure adherence to customer segmentation rules (Gold, Silver, Bronze) and defined service levels.

• Drive the adoption of digital tools such as the Customer Portal, CRM, and EDI for self-service and transparency.

• Monitor performance indicators (OTIF, backlog, blocked orders, open claims) and communicate improvement actions.

• Facilitate alignment meetings between commercial and operational teams to discuss performance and pain points.

• Support onboarding of new customers, ensuring master data completeness and training on digital tools.

• Lead continuous-improvement activities to simplify processes and enhance customer satisfaction.

• Support change management and knowledge sharing across European Customer Care teams.

Requirements

• French proficiency at C1 level or higher.

• English proficiency at C1 level or higher.

• Comprehensive knowledge of the Order-to-Cash process and its interfaces (Sales, Logistics, Finance).

• 3+ years of experience in Customer Account Management or Customer Care leadership.

• Bachelor’s or university degree in Business, Supply Chain, or a related discipline.

• Advanced skills in SAP S/4HANA Sales & Distribution and related reporting tools.

• Excellent communication, negotiation, and stakeholder management capabilities.

• Strong analytical skills and experience interpreting service KPIs and identifying corrective actions.

• Customer-centric mindset with a focus on proactive service and transparency.

• Experience leading process-improvement or transformation initiatives.

• Ability to work cross-functionally with customers and internal stakeholders including Finance, Sales, Customer Care, Legal, IT/SAP teams, and shared service centers in a fast-moving, multicultural environment.

• Eligible to work in Spain.

Benefits

Compensation & Benefits:

• A competitive 29.000€ salary: 27,000€ base salary plus €2,000 in performance bonuses,
• Referral Program: Earn up to €2,000 for bringing friends, depending on the language/project
• Relocation package support
• Private Health Insurance
• Continuous skill development and certifications
• Clear career growth opportunities supported by coaches and a motivating team environment
• You’ll be based in Barcelona’s 22@ district, a vibrant innovation hub where top global companies and international talent come together to create, grow, and lead