Order-to-Cash Global Process Excellence Lead – Customer Contact Management

O2C Global Process Excellence Lead – Customer Contact Management

Location: Budapest, Hungary
Hybrid Role
 

Opella is the self-care challenger with the purest and third-largest portfolio in the Over-The-Counter (OTC) & Vitamins, Minerals & Supplements (VMS) market globally.

Our mission: to bring health in people’s hands by making self-care as simple as it should be for over half a billion consumers worldwide.

At the core of this mission is our 100+ loved brands, our 11,000-strong global team, our 13 best-in-class manufacturing sites, and four specialized science and innovation development centers.

Headquartered in France, Opella is the proud maker of many of the world’s most loved brands, including Allegra, Buscopan, Doliprane, Dulcolax, Enterogermina, Essentiale, and Mucosolvan.

B Corp certified in multiple markets, we are active players in the journey towards healthier people and planet.

Find out more about our mission to bring health in your hands at www.opella.com.

About the Job

We are looking for a strategic and collaborative Global Process Excellence Lead to drive the design, optimization, and continuous improvement of our Customer Contact Management processes within the Order-to-Cash (O2C) domain.

In this role, you will lead the development of a best-in-class core model for managing customer claims, disputes, returns, and recalls. You’ll work closely with global and regional teams to ensure process alignment, operational efficiency, and innovation across Opella’s markets.

Main Responsibilities

• Lead Core Model Design: Develop, maintain, and optimize global processes for customer claims, returns, and market recalls.

• Drive Standardization: Promote global consistency and efficiency in collaboration with regional leads and cross-functional teams.

• Ensure Governance: Support audits, maintain stakeholder alignment, and ensure compliance with core model standards.

• Improve Performance: Monitor process KPIs across regions and lead initiatives to enhance performance and user experience.

• Lead Projects: Manage and contribute to global transformation projects, ensuring successful implementation of process improvements.

• Foster Innovation: Identify and implement simplification opportunities to future-proof operations.

• Engage Stakeholders: Build strong relationships across functions and geographies to support adoption and continuous improvement.

About You

• Experience: 5+ years of experience in Customer Contact Management, ideally in a global, multicultural environment.

• Technical Skills: Strong SAP knowledge and familiarity with CRM or customer contact systems.

• Process Expertise: Solid understanding of end-to-end O2C and supply chain processes.

• Project Leadership: Proven ability to lead cross-functional projects focused on process excellence.

• Collaboration: Strong interpersonal and communication skills; able to influence and align diverse stakeholders.

• Adaptability: Comfortable navigating ambiguity and leading remote teams in a dynamic environment.

• Languages: Fluent in English.

Why Us?

At Opella, you’ll do meaningful work that empowers people to take health into their own hands. You’ll be part of a bold, collaborative, and inclusive culture where creativity thrives and careers grow.

We Are Challengers

• All In Together: We support each other and keep each other honest.

• Courageous: We break boundaries and take smart risks.

• Outcome-Obsessed: We drive impact with integrity.

• Radically Simple: We make things simple—for us and for consumers.

Join us on our mission. Health. In your hands.

www.opella.com/en/careers

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