Customer Services BPO Lead (f/m/d)

How you'll make your mark

Your main tasks in this role are:

• Work within the Global Business Services (GBS) team to facilitate the further development of the GBS organisation and drive significant value creation for Aldi globally
• Lead a team to develop and execute the global end-to-end shared service strategy for Customer Services and Customer Interaction
• Drive the consolidation of Customer Services outsourcing to a single global supplier and steer the operations on a global basis
• Perform ideation workshops and conduct feasibility studies to identify further Customer Interaction processes and services that could be managed via a shared service centre
• Design the target operating model and location strategy to optimise the delivery of shared service solutions globally
• Align the strategy with stakeholders across the business at all levels and drive decisions that will generate a positive ROI for the company
• Participate in a project team with the GBS Transition Manager, country stakeholders, change management, HR, legal and IT to manage each transition to a shared service centre 
• Implement the operational governance with country stakeholders and BPO Providers
• Ensure the Customer Services BPO Provider remains compliant with the global contract and manage change requests accordingly
• Bring together the country stakeholders and BPO Providers with International IT in order to drive process improvements and innovations to improve the efficiency and effectiveness of Customer Interaction in ALDI
• Implement reporting of financial, operational and process KPIs to measure performance

Your Profile

The requirements of the role include:

• Completed studies in the field of business administration or related subjects
• 8+ years of work experience in customer services, ideally in an outsourced environment
• Managed successful outsourcing transitions either from inhouse customer services or BPO provider to provider, ideally on a global scale
• Experience in marketing, digital, customer data or related fields
• Track record of leadership of both direct reports and cross-functional project teams
• Ability to drive change management across an organisation whilst considering the needs of all affected stakeholders
• Self-motivated, enthusiastic and able to work independently with a high degree of initiative
• Strong analytical skills with high attention to detail
• Excellent communication skills and the ability to work effectively within a multinational environment
• Good Excel and PowerPoint skills
• Fluent in English, German would be an advantage
• Willingness and availability to travel internationally
• Comfortable in a ‘start-up’ environment where processes, responsibilities and structure are still evolving

A Career that Benefits You

Our benefits for you are wide-ranging:

• 6 weeks of annual leave every year for all 
• A range of subsidised childcare support options 
• Options to work remotely - from home or anywhere within Austria (up to 13 days per month), and from abroad (up to 30 days per year, selected countries)
• Mobile devices provided to enable flexible working 
• Relocation support (including visas/permits, home search and moving allowance) 
• Free and subsidised healthy food and drinks provided at work 
• Subsidised public transport 
• Bike leasing program to save up to 20% on bike costs to encourage sustainable transport and improve affordability 
• Discounts on a wide range of shopping in the categories like fashion, travel, sports and many more 
• All the training you need to excel in your role 
• Extensive personal and professional development 
• High level of responsibility in a diverse and international business environment 
• Collaboration with teams across borders 
• Private health insurance discounts
• Comprehensive wellbeing & (mental) health support 
• On-site & online sports with Wellpass membership

Remuneration

• Gross annual salary starting from € 122.700*
  *willingness to overpay with appropriate qualifications

Place of work

 ​Siezenheimer Straße 29a, 5020 Salzburg ​

Start of work

As soon as possible​​

How to Apply

All applications take place through our online portal. Simply login and submit your CV, photo and all relevant certificates/qualifications.