Senior Customer Services Manager

About the role

Tirlán, a world‑class food and nutrition co‑operative, is seeking a Senior Customer Services Manager to lead its Ingredients Customer Service team. Reporting to the Head of Commercial Digital Transformation and Customer Service, you will shape strategy, drive operational excellence and champion continuous improvement across order management, customer care and global shipping documentation.

Key responsibilities

• Lead, coach and develop a high‑performing Ingredients Customer Service, Operations & Global Documents team.
• Build capability to adopt new tools, technologies and ways of working.
• Design and implement customer‑care strategies aligned with Tirlán’s Voice of Customer goals.
• Ensure a consistent, high‑quality customer experience across all touchpoints.
• Collaborate with Commercial, Supply Chain, Operations, Quality and Marketing to integrate scalable processes.
• Drive process standardisation, simplification and waste elimination.
• Oversee day‑to‑day order management, inquiries, service requests and complaints.
• Implement structured performance management (e.g., 3M framework).
• Lead continuous‑improvement initiatives focused on speed, accuracy and service levels.
• Analyse service data to identify improvement opportunities and track impact.
• Partner with Digital and IT teams to leverage platforms, analytics and emerging technologies.
• Manage budgets and resource planning for the service function.

Required profile

• Proven leadership experience in a customer‑service or operations environment.
• Strong analytical mindset with ability to use data to drive decisions.
• Excellent collaboration skills across commercial, supply‑chain and digital functions.
• Track record of implementing process improvements and digital transformation.
• Ability to manage budgets and performance metrics.

Required skills