Commercial Engagement & Customer Service Lead

Job Description The Opportunity We are looking for a Commercial Engagement & Customer Service Lead (Portugal) to lead our Business Enablement Platform and play a critical role in accelerating business growth, customer excellence and organizational effectiveness. This role operates across the Companion Animal and Livestock Business Units, acting as a strategic business partner while leading key capabilities that enable commercial success, customer engagement, operational excellence and business transformation.

Combining hands-on operational leadership with strategic thinking, the role translates business priorities into execution, drives continuous improvement, and ensures that commercial, customer and operational capabilities effectively support sustainable business growth. It is part of the Leadership Team and reporting to the Managing Director of Portugal. The successful candidate will lead a multidisciplinary team covering Customer Service, Supply Chain Coordination, Omnichannel Engagement, CRM, Content, Campaigns, Events and OKR deployment, while also driving Commercial Operations, Partnerships, Incentive Governance, Business Insights and Process Improvement initiatives.

Your Mission As Commercial Engagement & Customer Service Lead, you will be responsible for strengthening three core pillars of the organization: Customer Excellence & Operational Performance Drive excellence across Customer Service and Supply Chain coordination, ensuring customers receive a seamless experience while maintaining high service levels, product availability and effective collaboration with our external logistics partners.

Customer Engagement & Business Transformation Transform how we engage customers through omnichannel capabilities, CRM and data-driven decision making, while embedding an OKR-based culture that enhances accountability, focus and execution across the organization. Commercial Operations & Governance Professionalize, simplify and continuously improve commercial operations, ensuring effective deployment of commercial policies, strong partnership governance, accurate incentive management and robust operational controls.

Key Responsibilities Customer Service, Logistics & Supply Chain Excellence Lead Customer Service operations and continuously improve customer experience. Coordinate Order Management activities and key customer-facing processes. Partner closely with Commercial, Marketing and Supply teams to ensure effective demand planning and product availability. Monitor operational performance and proactively address customer and supply risks.

Manage relationships with external logistics partners (3PL), driving service quality and continuous improvement initiatives and according to GDP requirements Omnichannel Engagement, CRM & Customer Experience Lead the development and execution of omnichannel engagement capabilities. Drive adoption and effectiveness of CRM  platforms. Oversee customer engagement activities across channels, ensuring alignment with business priorities.

Support the planning and execution of campaigns, content and customer-facing events. Identify opportunities to improve customer journeys and engagement effectiveness through data and insights Business Performance & OKR Leadership Lead the implementation and governance of the company's OKR framework. Lead the process for strategy translation  into measurable objectives and business outcomes.

Support leaders in setting meaningful goals and tracking execution. Facilitate performance reviews and foster a culture of ownership and accountability. Drive continuous improvement through data-driven decision making and business insights. Commercial Operations, Partnerships & Incentives Partner with Business Units in the deployment and governance of commercial policies and customer agreements.

Support the design and execution of commercial partnerships and incentive programmes. Lead operational governance of rebates, discounts, incentiv