At Auren Personas, we operate within the Selection & Executive Search division, providing specialized Human Resources consulting services.
We are currently collaborating with a leading company in the consumer goods sector, based in Valencia, which is looking to expand its team by hiring a professional for the position of Team Leader Customer & Consumer Service Manager
The company operates within the camping and outdoor consumer goods industry and manages a portfolio of leading brands in Europe, each with its own identity, forming a strong and complementary offering.
These brands cover multiple product categories including camping furniture, leisure products, and tableware, known for their quality, innovation, and design.
From its headquarters and distribution center in Europe, the company supplies customers across Europe, including distributors, agents, retailers, and consumers. In addition, it has multiple offices across Europe dedicated to sales, innovation, and marketing activities.
With a dedicated team of approximately 40 colleagues, the organization focuses on growth, innovation, and strengthening its position in the international market.
About the Role:
The company is looking for a proactive and service-driven Team Leader Customer & Consumer Service Manager to lead and further professionalize its international customer and consumer service organization across Europe. This role is based in Valencia, Spain, and is responsible for managing and developing a customer service team operating across The Netherlands, Germany, and Spain, while ensuring the highest possible level of service towards both B2B customers and end consumers.
The Team Leader Customer & Consumer Service Manager will play a key role in elevating the department to the next level by implementing AI-driven solutions, optimizing existing software systems, and improving operational processes to efficiently manage the increasing volume of customer and consumer inquiries. This role requires strong leadership, operational oversight, cross-functional collaboration, and a continuous improvement mindset.
The ideal candidate combines strong people management skills with a hands‐on operational approach and has the ability to improve systems, processes, and customer experiences in a fast-moving international environment.
Leadership & Team Management
Lead, coach, and develop the international customer and consumer service team across:
Netherlands
Germany
Spain
Create a service-oriented, performance-driven, and customer-focused culture
Ensure clear communication, efficient workflows, and strong collaboration between teams and regions
Implement KPIs, reporting structures, and performance monitoring to improve service quality and efficiency
Support team development through training, coaching, and continuous process improvement initiatives
Customer & Consumer Service Excellence
Ensure outstanding service delivery towards B2B customers and end consumers across all markets
Act as escalation point for complex customer issues and key customer challenges
Maintain close oversight of customer satisfaction, response times, and service quality
Safeguard consistent communication and professional service across all customer touchpoints
Continuously identify opportunities to improve customer experience and service standards
Process Optimization & AI Implementation
Drive the implementation and optimization of AI tools and existing software systems to improve efficiency and scalability
Identify opportunities to automate repetitive tasks and improve response handling processes
Analyze workflows and implement improvements to increase speed, accuracy, and operational effectiveness
Ensure the department is fully utilizing available systems and technologies
Work closely with Operations to optimize integrations and processes
Cross-Functional Collaboration
Work closely with:
Logistics
Operations
Sales
Marketing
Finance
Ensure smooth internal cooperation to safeguard service levels and customer satisfaction
Coordinate proactively on delivery issues, product availability, claims, and operational challenges
Support sales activities, promotions, and marketing campaigns to ensure smooth execution and customer communication
Systems & Operational Management
Maintain strong oversight of all customer service-related systems and processes
Monitor operational performance and proactively identify bottlenecks and inefficiencies
Ensure accurate and efficient handling of orders, claims, returns, and customer inquiries
Contribute to the continuous improvement of internal procedures and operational standards
Support scalability and future growth through structured process management
Requirements:
Experience & Background
Proven experience in customer service management, consumer service, or customer operations leadership within an international environment
Experience managing and developing international teams
Strong background in customer experience, operational processes, and service optimization
Experience with ERP, customer service software, and AI-driven support tools
Experience in process improvement and operational efficiency projects is highly preferred
Industry Affinity
Affinity with or experience in consumer goods industry is a strong advantage
Understanding of seasonal dynamics, consumer expectations, and retail customer structures is a plus
Skills & Competencies
Strong leadership and coaching abilities
Customer-centric mindset with excellent problem-solving capabilities
Strong organizational and operational management skills
Experience with AI tools, automation, and customer service systems
Analytical and process-driven mindset
Strong communication and stakeholder management skills
Ability to balance strategic improvements with hands‐on operational involvement
Fluent in English; Dutch and/or German are strong advantages
Spanish language skills are highly preferred
Personality
Entrepreneurial and proactive
Structured and solution-oriented
Calm under pressure and able to manage priorities effectively
Strong communicator with international cultural awareness
Comfortable working in a dynamic, growing organization
Benefits:
What We Offer
A key role in shaping and professionalizing the international customer and consumer service organization
High level of ownership and autonomy
Opportunity to work across multiple European markets and departments
A dynamic and growing organization with strong international brands
Opportunity to drive innovation through AI and process optimization
Competitive compensation package aligned with experience and performance
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