Head of Customer Service & Sales Support (f/m/d)

Head of Customer Service & Sales Support (f/m/d)

Loacker is looking for an experienced, enthusiastic and digital passionate manager, who is committed to highest levels of customer satisfaction towards our trade and distribution partners.

You are responsible for the development, continuous improvement and delivery of customer service, sales support and demand planning. In addition, you are a driver of change, digitization and innovation along the processes you manage and thus shape the future of our customer service organization.

In this global role you report directly to the Managing Director Sales & Marketing and will lead a team of approx. 25 associates (directly and indirectly).

Head of Customer Service & Sales Support (f/m/d)


  • Empower and Engage the teams of Customer Service and the related competence centers (Demand planning, contract management, digital support).
  • Responsible for the development, continuous improvement and delivery of excellent customer services
  • Drive automatization of order to cash operations, activate inside sales team and omni-channel customer service support
  • Assume ownership for the B2B CRM Processes, design, implement and improve B2B customer journey
  • Strategic development of processes and technologies to deliver key service outcomes, be a proactive driver for change and digitalization
  • Responsible for the demand planning process, implementation of new S&OP process and tools
  • Ensure transparent and efficient flow of information between external and internal customers
  • Be a member of the Global Sales Leadership team


  • Ideally 5-10 years of professional experience in customer service in the FMCG industry, S&OP Experience is a plus
  • Leadership, management skills, enthusiasm and positive thinking
  • Hands on mentality, high and tenacious goal- and output-orientation
  • Excellent analytical and problem-solving skills
  • Strong organizational skills, ability to prioritize and strong attention to detail
  • Excellent communication, negotiation as well as networking skills
  • Ability to collaborate at all levels of the organization and across other functional areas
  • Computer skills including MS Office programs, SAP (SD, MM, QS), CRM (preferred Dynamics), document management (SharePoint) and BI. Nice to have: E-Commerce, Marketing automation and loyalty.
  • Language skills: Fluent English and Italian or German – both written and spoken.


  • Exciting role with a wide range of tasks and responsibilities
  • Inclusive and structured onboarding plan supported by the Loacker Academy
  • Short decision-making processes
  • Fun at work, a friendly, collegial relationships at eye level, as well as the commitment to common goals
  • Work location in the mountains of Bolzano with opportunities for home office

Place to be: Auna di sotto (I)

Does this sound like you? If so, we look forward to receiving your online application.