Head of Customer Service - Global Business Centre (m/f/x) Head of Customer Service - Global Business Centre (m/f/x) Belgrade, Serbia - Full Time SpotLIGHT of the job Are you passionate about building high-performing teams and delivering excellent customer service at scale? Do you enjoy shaping processes, driving performance and working closely with international stakeholders? Are you motivated by creating structure, improving operations and leading teams through growth and transformation? Join us as Head of Customer Service – Global Business Centre in Belgrade and take ownership of a key function that supports our global business. In this role, you will lead Customer Service and Internal Sales operations, ensuring that the Global Business Centre operates as a reliable extension of Global Sales Operations, delivering standardized, high-quality services across key execution domains. Responsibilities Ensure consistent, high-quality service delivery across Customer Service and Internal Sales activities (quality, responsiveness, compliance) Define and manage KPIs/SLAs, including performance tracking, reporting and regular reviews with stakeholders Lead and develop Team Leaders and their teams; ensure effective staffing and capacity planning Drive a strong culture of customer focus, accountability and continuous improvement Define, implement and maintain standardized processes (SOPs) aligned with Global Sales Operations governance Ensure proper documentation (process maps, work instructions, training materials) and accessibility across teams Continuously identify and implement process improvements and efficiencies Ensure effective usage and adoption of key systems (e.g. SAP, Salesforce, reporting tools) Oversee data quality, reporting accuracy and compliance with relevant policies Act as main operational counterpart for key stakeholders (Global Sales Operations, central and local Sales Ops teams) Provide structured updates on performance, risks, improvements, staffing and transition progress Skills & Experience We encourage you to apply even if you do not meet all the requirements. Your motivation and potential matter as much as your experience. University degree in Business Administration, Operations Management, Industrial Engineering or similar Proven experience in establishing and leading Customer Service operations within a shared service / hub environment Strong leadership experience, ideally managing multi-country teams or hub structures Solid understanding of Customer Service and Sales execution processes Experience in defining and managing KPIs/SLAs, operational governance and continuous improvement initiatives Strong analytical and organizational skills; ability to translate data into actionable insights Experience with SAP (order flows, reporting) is an advantage; Salesforce knowledge is a plus Advanced MS Office skills (Excel, PowerPoint); Power BI or similar tools are an advantage Fluent in English; German or additional European languages are a plus  What we offer A truly international team – collaborate with colleagues across different countries and cultures Employee well-being and family support programs – including private health insurance and family-oriented initiatives Social gatherings and community eventsS – fostering connection and collaboration Personal growth – access to internal and external learning and development opportunities What matters to us We understand not only the power of the visible, but also the invisible. Like light, diversity is intangible, but it is perceptible. We value the uniqueness of every person and see this as a driver of innovation. Qualified applicants will be considered regardless of, for example, origin, skin color, gender, religion, age, sexual orientation, gender identity/expression or disability. As the contact person for this position, a great candidate experience is important to me! I will reach out to you within 7 days. Please inform me of any assistance you may need, so I can best support you throughout the hiring process. Talent Acquisition Partner Kristina Popovic Who we are At the Zumtobel Group, we are passionate about designing and producing light that empowers humans and brings architecture to life. We continuously push the boundaries in our search for perfection through timeless design, technical excellence and efficient performance. Through light, we create spaces that inspire. As we develop the next generation of lighting, we consider the wellbeing of people and nature. Our lighting is designed for our customers and their individual aspirations. We guide them into a new world of opportunities – as a group, and through all our individual brands, Thorn, Tridonic and Zumtobel. Learn more about our Group in our enlightening video - where WE LIVE LIGHT and thrive together! The result is a series of personal and authentic insights into our corporate culture - illustrated from different perspectives. Follow us: WE ARE PASSIONATE ABOUT LIGHT. We share a passion for light, creating aesthetic, functional, and sustainable lighting solutions that enhance quality of life. WE ARE EXCITED ABOUT CREATING INNOVATIVE LIGHTING SOLUTIONS FOR A SUSTAINABLE FUTURE. Sustainability and innovation drive everything we do — shaping a responsible, climate-neutral future. WE ARE INTERNATIONAL AND PERSONAL AT THE SAME TIME. While we have grown from a family business into a global organization, our collaborative spirit and familial culture remain integral to our identity. APPLY HERE