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- Tasks: Lead the transformation of customer service delivery to enhance global operations.
- Company: Reckitt, a leader in hygiene, health, and nutrition brands.
- Benefits: Inclusive culture, wellbeing support, competitive pay, and career growth opportunities.
- Why this job: Make a real impact on customer service excellence in a global setting.
- Qualifications: Experience in customer service operations and strong leadership skills required.
- Other info: Join a dynamic team focused on operational transformation and continuous improvement.
The predicted salary is between 43200 - 72000 £ per year.
GBS Customer Service Delivery Director
City: Slough
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. Join us in our fight to make access to the highest quality hygiene, wellness, and nourishment a right and not a privilege.
Supply
Our supply chain is the backbone of our business. It\’s how we get our trusted products to people all over the world, safely and efficiently. And it\’s our talented and passionate teams that make this happen. If you\’re looking for a career in supply chain, there\’s no better place to be than Reckitt. We offer a variety of exciting opportunities in all areas of the supply chain, from planning and procurement to manufacturing and logistics. You could join our Global Supply Planning team to develop and implement our global supply strategy, or work with our Procurement Centre of Excellence team to negotiate and manage our supplier relationships. Our Manufacturing Excellence team helps us improve the efficiency, quality and safety of our manufacturing operations, and our Logistics Excellence team develops new and innovative ways to distribute our products to customers.
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, embedding standardized processes, ensuring service continuity, and driving 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.
Your responsibilities
Customer Service Transition & Delivery
- Lead the strategic transition of customer service operations from market-led to hub-led delivery 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, digitization, 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.
The experience we\’re looking for
- 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.
- 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 organizations.
The skills for success
Supply Chain Management, Business Partnership, Collaboration and partnership building, Relationship Management, Business acumen, Productivity management, Improve business processes, Advanced Analytics, Data Analytics, Supply Chain Planning, Logistics Management.
What we offer
With inclusion at the heart of everything we do, working alongside our four global Employee Resource Groups, we support our people at every step of their career journey, helping them to succeed in their own individual way. We invest in the wellbeing of our people through parental benefits, an Employee Assistance Program to promote mental health, and life insurance for all employees globally. We have 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, we also offer short-term incentives to recognise, appreciate and reward your work for delivering outstanding results. You will be rewarded in line with Reckitt\’s pay for performance philosophy.
Equality
We recognise that in real life, great people don\’t always \’tick all the boxes\’. That\’s why we hire for potential as well as experience. Even if you don\’t meet every point on the job description, if this role and our company feels like a good fit for you, we still want to hear from you. 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.
GBS Customer Service Delivery Director employer: Reckitt Benckiser LLC
Contact Detail:
Reckitt Benckiser LLC Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land GBS Customer Service Delivery Director
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Reckitt on LinkedIn. Ask them about their experiences and any tips they might have for landing the GBS Customer Service Delivery Director role. Personal connections can give you insights that no job description can.
✨Tip Number 2
Prepare for the interview by diving deep into Reckitt's values and mission. Show us how your experience aligns with their purpose of creating a cleaner, healthier world. Tailor your answers to reflect their focus on customer service transformation and operational excellence.
✨Tip Number 3
Practice your storytelling skills! Be ready to share specific examples of how you've led transitions in customer service operations. Use the STAR method (Situation, Task, Action, Result) to structure your responses and make them memorable.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows your enthusiasm for joining Reckitt and being part of their mission to improve lives globally.
We think you need these skills to ace GBS Customer Service Delivery Director
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in customer service operations and transformation. We want to see how your skills align with the role of GBS Customer Service Delivery Director, so don’t hold back!
Showcase Your Leadership Skills: As a change leader, it’s crucial to demonstrate your ability to build and lead high-performing teams. Share examples of how you've fostered a culture of ownership and continuous learning in your previous roles.
Highlight Your Stakeholder Engagement Experience: This role involves a lot of collaboration, so make sure to mention your experience in managing stakeholder relationships. We’re looking for someone who can align service expectations across various functions, so give us the details!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensure it gets the attention it deserves. Plus, it’s super easy!
How to prepare for a job interview at Reckitt Benckiser LLC
✨Know the Company Inside Out
Before your interview, dive deep into Reckitt's mission and values. Understand their hygiene, health, and nutrition brands, and think about how your experience aligns with their purpose of creating a cleaner, healthier world. This will show your genuine interest and help you connect your skills to their goals.
✨Prepare for Change Management Questions
As a GBS Customer Service Delivery Director, you'll be leading transitions. Be ready to discuss your past experiences in managing change, particularly in customer service operations. Use the STAR method (Situation, Task, Action, Result) to structure your answers and highlight your leadership skills.
✨Showcase Your Stakeholder Engagement Skills
This role requires strong stakeholder management. Prepare examples that demonstrate your ability to align expectations and resolve issues with various teams. Think about times when you successfully navigated complex relationships and how you maintained high satisfaction levels during transitions.
✨Highlight Your Process Improvement Experience
Reckitt is looking for someone who can optimise processes. Be ready to discuss specific methodologies you've used, like Lean or Six Sigma, and share examples of how you've implemented automation or simplification in previous roles. This will illustrate your capability to drive operational transformation.
