Customer Service Lead EU North

Job Description:

Overview

At PepsiCo, we're committed to delivering exceptional customer experiences that fuel growth. We are now looking for a Customer Service Lead EU North to lead our Customer Management teams across the Nordics and Benelux within SodaStream, part of PepsiCo.
This is a high-impact interim opportunity (approx. 2 years) covering maternity leave, offering the chance to drive operational excellence, lead multi-country teams, and shape customer experience across four markets.
Based in Stockholm, this role leads a distributed team across Sweden, Denmark, Finland, and the Netherlands and reports to the Head of Supply Chain & Logistics, Northern Europe.
About SodaStream
SodaStream®, part of PepsiCo, is the world's leading manufacturer and distributor of home carbonation systems. SodaStream enables consumers to enjoy endless bubbles at home, without hassle, while helping to save the planet. SodaStream bubbles are better for the consumer - healthy, easy to make and light to carry. One SodaStream reusable bottle replaces hundreds of single-use plastic bottles and is therefore better for the planet. Products are available at more than 80,000 retail stores across 46 countries. To read more about how SodaStream makes water more exciting, follow SodaStream on Facebook, Instagram and YouTube. Please visit: www.sodastream.se
Responsibilities

* Lead and develop Customer Management teams across Nordics & Benelux, driving performance and engagement
* Oversee daily operations, ensuring efficiency, quality, and achievement of KPIs (SLA, CSAT)
* Manage escalations and ensure a seamless end-to-end customer experience
* Collaborate with cross-functional stakeholders to align service delivery with business needs
* Drive continuous improvement and standardization across markets
Qualifications

Must Have
* Experience in Customer Service / Customer Management leadership
* Experience managing multi-country or remote teams
* Proven track record of delivering operational KPIs (SLA, CSAT)
* Experience with CRM/ERP systems (e.g. Zendesk, NetSuite, Jeeves, XPOS or similar)
Preferred
* Experience in FMCG or beverage industry
* Experience in international / matrix environments
Skills & Capabilities
* Strong leadership and coaching skills
* Operational, performance-driven mindset
* Strong problem-solving and decision-making ability
* Ability to manage complexity and drive quick impact
* Effective communication across cultures and stakeholders

Additional Information
- Team size: approx. 5-6 reports
- Travel: up to 30%
- Contract: Fixed-term (2 years)
- Reporting line: Head of Supply Chain & Logistics, Northern Europe

* Lead and develop Customer Management teams across Nordics & Benelux, driving performance and engagement
* Oversee daily operations, ensuring efficiency, quality, and achievement of KPIs (SLA, CSAT)
* Manage escalations and ensure a seamless end-to-end customer experience
* Collaborate with cross-functional stakeholders to align service delivery with business needs
* Drive continuous improvement and standardization across markets

Candidate Requirements:

Must Have
* Experience in Customer Service / Customer Management leadership
* Experience managing multi-country or remote teams
* Proven track record of delivering operational KPIs (SLA, CSAT)
* Experience with CRM/ERP systems (e.g. Zendesk, NetSuite, Jeeves, XPOS or similar)
Preferred
* Experience in FMCG or beverage industry
* Experience in international / matrix environments
Skills & Capabilities
* Strong leadership and coaching skills
* Operational, performance-driven mindset
* Strong problem-solving and decision-making ability
* Ability to manage complexity and drive quick impact
* Effective communication across cultures and stakeholders

Additional Information
- Team size: approx. 5-6 reports
- Travel: up to 30%
- Contract: Fixed-term (2 years)
- Reporting line: Head of Supply Chain & Logistics, Northern Europe