Senior Manager, Global Customer Solutions Emerging Markets

Senior Manager, Global Customer Solutions Emerging Markets leads end-to-end customer service operations across multiple regions (CEE, Turkey, RCIS & MEA), owning day-to-day service delivery, continuous improvement, and a multi-tiered team to ensure high-quality customer experiences across products and channels. The role serves as the senior escalation point for the Emerging Market region, builds and sustains relationships with key commercial partners and strategic customer accounts, standardizes processes to reduce manual touchpoints, and ensures adherence to policies, controls, and regulatory requirements (including SOX where relevant). Responsibilities include end-to-end order management, returns, issue resolution, and SLA performance; people management for frontline leaders; driving transformation initiatives (digital CX, automation, process harmonization, AI solutions); leading local and cross-site projects (technology rollouts, process redesign) and applying continuous improvement methods to solve operational problems. The position requires collaboration with cross-functional partners, strong stakeholder management, and the ability to adapt global tools to local market requirements. Preferred: experience in multi-country environments and knowledge of local regulatory/commercial contexts; travel up to 30%.