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We are Reckitt, home to the world's best loved and trusted hygiene, health, and nutrition brands. Our purpose defines why we exist: to protect, heal and nurture in the relentless pursuit of a cleaner, healthier world. We are a global team united by this purpose, and we invite you to join us in making access to the highest quality hygiene, wellness, and nourishment a right and not a privilege.
Our supply chain is the backbone of our business. It is how we get our trusted products to people all over the world, safely and efficiently. Our talented and passionate teams make this happen. If you are looking for a career in supply chain, there’s no better place to be than Reckitt. We offer exciting opportunities in all areas of the supply chain, from planning and procurement to manufacturing and logistics.
About The Role
As the GBS Customer Service Delivery Director, you will play a pivotal role in transforming Reckitt’s customer service delivery model from market‑led to hub‑led operations. You will lead the transition, embed standardized processes, ensure service continuity, and drive excellence across global hubs. This role is ideal for a change leader with deep customer service expertise, strong stakeholder engagement skills, and a passion for operational transformation.
Responsibilities
Customer Service Transition & Delivery
* Lead the strategic transition of customer service operations from market‑led to hub‑led across GBS centres.
* Ensure seamless migration of services with minimal disruption to customer experience.
* Define and implement hub operating models, service levels, and governance frameworks.
* Monitor and improve SLAs, KPIs, and service health metrics post‑transition.
* Partner with market and hub teams to resolve service issues and embed continuous improvement.
Process Optimization & Transformation
* Collaborate with Global Process Owners to implement standardized customer service processes across hubs.
* Identify and execute opportunities for automation, digitisation, and simplification to support scalable hub operations.
* Support onboarding of new markets into hub‑led service delivery, including readiness assessments and transition planning.
Stakeholder Engagement
* Act as the primary point of contact for customer service stakeholders during and after transition phases.
* Align service expectations with Commercial, Supply Chain and IT functions to ensure integrated delivery.
* Manage escalations and maintain high levels of stakeholder satisfaction throughout the transformation journey.
Team Leadership & Capability Building
* Build and lead high‑performing customer service teams within GBS hubs.
* Foster a culture of ownership, agility and continuous learning.
* Support succession planning.
Qualifications
Essential
* Proven experience in customer service operations and transformation within a global or shared services environment.
* Strong track record of leading transitions or migrations of service delivery models.
* Deep understanding of service delivery metrics, governance and stakeholder management.
* Excellent communication, change management and leadership skills.
Desirable
* Experience with SAP, CRM platforms and digital service tools.
* Exposure to Lean, Six Sigma or other continuous improvement methodologies.
* Cross‑cultural team leadership and experience in matrix organisations.
Skills for Success
* Supply Chain Management, Business Partnership, Collaboration, Relationship Management.
* Business acumen, Productivity management, Process improvement, Advanced analytics.
* Supply Chain Planning, Logistics Management.
What We Offer
We invest in the wellbeing of our people through parental benefits, an Employee Assistance Programme to promote mental health, life insurance for all employees globally and a range of other benefits in line with the local market. Through our global share plans we offer the opportunity to save and share in Reckitt’s potential future successes. For eligible roles, short‑term incentives recognise and reward outstanding performance. You will be rewarded in line with Reckitt’s pay for performance philosophy.
Equality
We recognise that great people don’t always “tick all the boxes”. We hire for potential as well as experience. All qualified applicants will receive consideration for employment without regard to age, disability or medical condition; colour, ethnicity, race, citizenship, and national origin; religion, faith; pregnancy, family status and caring responsibilities; sexual orientation; sex, gender identity, gender expression, and transgender identity; protected veteran status; size or any other basis protected by appropriate law.
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