#Ownership
Brewing the world’s most loved beers and building brands consumers love, AB InBev is where ownership, ambition, and action thrive. Our portfolio of iconic brands includes global classics like Stella Artois and Corona, and well-known favorites such as Samson, Leffe, and Hoegaarden. We empower you to dream big, lead change, and create a long-lasting legacy. We value relentless problem-solvers who take accountability, embrace challenges, and turn bold goals into results through resilience and hard work.
As a Customer Experience Team Lead, you will lead a team of CX professionals supporting our German customers for the Bavarian market. Your mission is to elevate day-to-day performance, strengthen customer relationships, and grow the team by driving a culture of ownership, collaboration, and continuous improvement, while embracing change management and innovative mindset.
This role is at the heart of delivering excellent customer experiences, guiding your team to not only meet but exceed expectations. You will coach, empower, and support each team member to thrive in their roles, helping them grow alongside our customers.
Business environment
What will you be accountable for:
Lead, coach, and support a team of Customer Experience Specialists, ensuring consistent performance, engagement, and individual growth
Manage daily operations and workflows to meet team targets related to response times, customer satisfaction, and overall service quality
Identify and suggest improvements to team processes that positively impact the customer journey and increase efficiency
Own the end-to-end process of order placement to execution for the Bavarian 2nd Tier Wholesale business in Dachau
You will co-ordinate and resolve ad-hoc operational issues that can arise from our customers (i.e. delivery status, OOS, product quality, missing goods etc.)
Encourage the effective use of CX tools and systems, helping the team work smarter and enabling smoother customer interactions, including Automations (PO2 Order) and B2B Web shop.
Collaborate with peers in Sales, Logistics, Finance, and Operations to resolve customer issues and improve end-to-end service
Take ownership of escalations and complex cases, ensuring timely resolution and using them as learning opportunities for the team
What will you bring:
Customer-centric mindset, with a passion for solving problems and advocating for the customer in every interaction
Strong communicator, able to translate complexity into clarity and work collaboratively across functions
Analytical and solution-oriented, using data and feedback to guide decisions and improve outcomes
Collaborative relationship-builder, focused on fostering strong internal and external partnerships
Ability to balance daily operations with a broader team perspective, staying hands-on while also recognizing opportunities to improve processes or service
Growth mindset, continuously seeking feedback, learning opportunities, and ways to develop both personally and as a team
Key contacts
Order Management Specialists + CX Expert, Direct Delivery/other Team leads of CX
Cross-functional teams (Sales/Commercial Team/Logistics department of Dachau)
Key Account Management teams
Qualifications and technical competencies required
Education
High school Diploma
Degree in business or management is preferred, but not essential
Experience
Strong coaching and team motivation skills, with a focus on developing others and fostering engagement
Experiences with leading a team is nice to have but not necessary
Experience in a Shared Service Center environment is a strong advantage
Familiarity with SAP or similar ERP systems preferred
Background in customer experience, with exposure to project management, change initiatives, and stakeholder collaboration
Comfortable navigating change and driving improvements in a fast-paced, dynamic environment
Behavioral competencies
Customer-focused and results-driven, with a proactive, hands-on approach to solving problems
Strong communicator and collaborator, able to build trust and foster teamwork in a multicultural environment
Reliable and accountable, with high attention to detail and the ability to manage sensitive information responsibly
Growth-oriented mindset, eager to learn, adapt, and continuously improve
Technical competencies
Experience with SAP ERP (or any other SAP module) is an advantage
Experience with Salesforce is an advantage
Experience with B2B platforms is an advantage
Language skills
Fluent English in speaking, reading and writing
C1/B2 in German is required (English fluency being priority)
Benefits
- Benefits for you and your family to help your physical and mental health
- pension contributions (2,5%)
- 25 days of holidays per year
- Employee benefits to help your physical and mental health and overall well-being (Accident, Health and Luggage insurance
- Benefity points
- A beer allowance to enjoy our brands
- Meal vouchers
- Local Bonus
- 26 weeks paid leave for primary caregivers
WHAT IT MEANS TO BE ONE OF US
OWN IT
Ownership is at the foundation of everything we do.
We look for owners who are empowered to lead positive change and take accountability for their results. When we come together, we don’t let our titles define us; we push each other to find the best solutions for our business strategy.
DREAM BIG
We dream big because we believe that through collective focus, discipline, and the strength of our teams, we can achieve anything. We empower our owners to push the boundaries of what’s possible to deliver on our strategy and purpose.
We look for people with passion, curiosity, and ambition to make a difference and grow with our business.
MAKE IT HAPPEN
We know that our actions matter more than words. We walk the talk, for there is no such thing as "this is not my problem."
We value resilience and commitment to excellence when facing challenges. We look for people who know how to transform big dreams into measurable results and shared success through hard work, consistency, and long-term thinking.