Customer Service Manager (B2B & B2C)

We are supporting a fast-growing consumer goods company in the search for a

Customer Service Manager B2B & B2C

The manager will lead the end-to-end service operations across both business channels. The role reports directly to the Commercial Director and is accountable for delivering an outstanding customer experience, ensuring operational excellence in pre- and post-sales activities, and driving continuous improvement across processes, systems, and service KPIs.

Main Responsibilities

1. B2B Partner Service Management

· Lead and develop the team supporting national and international commercial partners.

· Oversee the full order-to-delivery cycle, including after-sales support, claims, returns, and communication with pharmacies, distributors, agents, and key accounts.

· Act as the operational counterpart to the Sales organization for strategic customers.

· Ensure seamless coordination between Customer Service, Sales Operations, and Logistics.

· Track and analyze B2B KPIs (order accuracy, response times, service level, partner satisfaction).

· Maintain and evolve process documentation and initiate optimization plans.

2. B2C Customer Care (E-commerce & Loyalty)

· Manage the B2C service team across all channels (email, ticketing, chat, phone, social).

· Handle all customer requests related to orders, deliveries, payments, returns, refunds, loyalty programs, and UX issues.

· Monitor B2C metrics (SLA, CSAT, FCR, churn, retention) and implement improvement actions.

· Collaborate with E-commerce, Marketing, and UX to identify recurring issues and propose solutions.

· Establish service guidelines and workflows to reduce workload and accelerate resolution times.

· Ensure service readiness during product launches, campaigns, and peak periods.

· Support commercial initiatives through cross-selling and up-selling opportunities.

3. People Leadership

· Manage and motivate teams across multiple locations.

· Plan shifts, priorities, service standards, and training programs.

· Develop capabilities and oversee performance evaluations for team members.

4. Process Optimization, KPIs & Reporting

· Continuously monitor operational performance for both B2B and B2C channels.

· Define and track qualitative and quantitative KPIs.

· Lead initiatives to enhance systems (CRM, ERP, ticketing) and streamline workflows.

· Prepare management reports and insights supporting business decisions and service evolution.

Cross-Functional Collaboration

The role interacts daily with:

· Sales & Key Account Management – partner support and commercial alignment

· Logistics – order fulfillment, returns, delivery performance

· E-commerce – checkout, payments, order flow

· Marketing & Loyalty – customer insights, campaigns, retention programs

· IT / UX – digital issues, bugs, customer journey optimization

· Finance – payment checks, refunds

Candidate Profile

· University degree in Economics, Engineering, or related fields.

· 10+ years of experience in customer service roles, including leadership responsibility.

· Proven background in FMCG environments.

· Strong command of English; a second European language is a plus.

· Solid hands-on experience with CRM and ERP platforms (Salesforce and SAP preferred).

· Knowledge of omnichannel customer care and e-commerce support processes.

· Strong analytical and organizational skills; ability to manage complexity.

· Customer-centric leadership style, proactive mindset, high ownership, and resilience.

Success Indicators

· Shorter response times and higher CSAT (B2B & B2C).

· Improved order quality and post-sales handling.

· More efficient workflows across customer service, logistics, sales, and e-commerce.

· Increased customer retention and lifetime value.

· Higher productivity and reduced operational effort across teams.

· Ability to implement scalable processes, tools, and best practices.

Position Details

· Role level: Manager / “Quadro” with team leadership

· Scope: B2B + B2C service, multi-site organization FMCG

· Location: Milan HQ, hybrid work model (1–2 days/week remote)

· Compensation: €70–80K RAL + MBO bonus