Customer Solutions Process Manager

About the role

The Customer Solutions Process Manager will lead and continuously improve the end‑to‑end customer complaint management process, ensuring timely and effective resolution of issues while driving customer satisfaction and operational excellence.

Key responsibilities

• Manage the end‑to‑end customer complaint process, ensuring timely, accurate, and high‑quality resolution in line with company standards.
• Take ownership of critical complaints, coordinating cross‑functional teams to accelerate resolution and maintain satisfaction.
• Monitor complaint KPIs, analyse trends, identify root causes and lead continuous improvement initiatives.
• Ensure ISO 10002 compliance, maintain the Customer Complaint Management System and support certification continuity.
• Coordinate technical investigations with Quality Control, conduct site visits and prepare technical assessment reports.
• Collaborate with Product Management, R&D, Quality Control and field teams to implement corrective actions and improve handling processes.

Required profile

• Bachelor’s degree in Engineering, Construction Materials, Chemical Engineering, Civil Engineering or related field.
• Minimum 7 years of relevant experience, preferably in the construction chemicals industry.
• Strong technical knowledge of construction chemicals and their applications.
• Excellent analytical, problem‑solving, communication and stakeholder management skills.
• Customer‑focused mindset with strong process management and organisational abilities.
• Willingness to travel for customer visits and technical investigations.

Required skills

• Experience with complaint management systems and corrective/preventive actions.
• Knowledge of ISO 10002 Customer Complaint Management System.
• Familiarity with QDMS or similar quality management software.
• Strong understanding of root cause analysis methodologies and quality improvement tools.

What we offer

• Career development opportunities within a global organisation.
• Continuous learning and professional development programmes.
• Opportunity to work on innovative and sustainable projects.
• Hybrid working options.
• Inclusive and collaborative workplace culture.