Job Description

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

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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 help us improve the efficiency, quality and safety of our manufacturing operations, and our Logistics Excellence team develop new and innovative ways to distribute our products to customers.

About the role

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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

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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

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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 organizations.

The skills for success

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Supply Chain Management, Business Partnership, Collaboration and partnership building, Relationship Management, Business accumen, Productivity management, Improve business processes, Advanced Analytics, Data Analytics, Supply Chain Planning, Logistics Management.

What we offer

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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

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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.