Customer Experience Partner

Responsibilities

• Act as the primary point of contact for Gold and Silver customers and local commercial teams.
• Handle escalations, perform root cause analysis, and drive resolutions with internal stakeholders.
• Partner with Customer Service Specialists to ensure consistent service delivery and alignment on customer priorities.
• Represent the Customer Service function in commercial meetings and customer reviews.
• Ensure differentiated service levels according to the established customer segment strategy.
• Collaborate with demand planning, logistics, and commercial teams to ensure seamless end-to-end service.
• Manage Cost to Serve (CTS) initiatives by identifying service efficiencies.
• Support Voice of Customer (VoC), CSAT, and CES programs to drive continuous improvement.

Requirements

• Bachelor's or Master's degree in Engineering, Business Administration, Supply Chain Management, or a related field.
• Strong customer-centric mindset with the ability to build lasting relationships.
• Excellent oral and written communication skills in both German and English.
• Analytical problem-solving skills with expertise in root cause analysis.
• Ability to navigate complexity and influence cross-functional teams.
• Knowledge of SAP order-to-cash processes is a plus.

Benefits

• Competitive pay package and retirement/pension plan.
• Competitive holiday and paid time off, including a volunteer day.
• Medical, critical illness, and life insurance.
• Employee Assistance Programs and family-friendly leave policies.

About the Company

Bacardi is the world’s largest privately-held international spirits company. With over 160 years of heritage and a portfolio of more than 200 brands, we are guided by our 3Fs culture: being Fearless, treating each other like Family, and having a Founder's mentality.