Customer Experience Partner (f/m/d) - 15 - month temporary assignment

Responsibilities

• Act as the primary point of contact for Gold and Silver customers and local commercial teams, ensuring proactive and effective communication.
• Handle escalations, follow up on root causes, drive resolution with internal stakeholders.
• Partner closely with Customer Service Specialist to ensure consistent service delivery, timely issue resolution, and alignment on customer priorities.
• Represent Customer Service in commercial meetings and customer reviews.
• Ensure differentiated Service Levels according to Service Strategy (customer segment).
• 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 and supporting value‑driven decisions.
• Support Voice of Customer (VoC), Customer Satisfaction (CSAT), and Customer Effort Score (CES) programs to enhance the customer experience and drive continuous improvement.

Qualifications

• Bachelor’s or Master’s degree in Engineering, Business Administration, Supply Chain Management, or a related field.
• Strong customer‑centric mindset with proven ability to build and manage lasting relationships.
• Excellent communication skills (oral and written) in German and English to engage diverse stakeholders.
• Skilled in stakeholder collaboration across functions and markets to drive customer experience improvements.
• Analytical problem‑solver with expertise in root cause analysis and resolving complex issues.
• Solid knowledge of order‑to‑cash processes (SAP) supporting customer operations as a plus.
• Demonstrates leadership agility to adapt and influence in a dynamic, fast‑changing environment.
• Ability to navigate complexity and align cross‑functional teams around shared customer goals.

Personal Qualities

• Leadership and Learning Agility.
• Strong commitment to continuous learning and adaptability.

Benefits

• Competitive pay package linked to performance.
• Paid time off and holiday bonus days.
• Retirement/pension plan.
• Health, critical illness, and life insurance.
• Employee assistance programs.
• Best‑in‑class, family‑friendly, inclusive leave policies.

Equal Opportunity Statement

Bacardi seeks talent from all backgrounds and promotes a working environment where all employees are treated and rewarded fairly. We do not tolerate any form of discrimination that adversely affects individuals or groups on the basis of national origin, race, color, religion, sex, gender, sexual orientation, marital status, disability, age, and any other legally protected aspect of a person’s identity. U.S. applicants have rights under Federal Employment Laws.