Your specific discipline (in-depth)
Change management and governance processes
Influencing and communicating with others
Presentation skills
Compliance and controls (experience in audits or part of programs where compliance is important)
Working effectively in a constantly changing environment and using initiative and personal resourcefulness
Job Profile Summary
As part of Mondelēz Digital Services, you will play a key techno-functional role within the Customer Care product team, shaping customer care capabilities across process, technology, data, and service operations.
Customer Care is focused on improving how we serve customers, reducing friction, and strengthening execution against customer and business priorities across the OTC chain, including exception management across order management, fulfilment, delivery, invoicing, query management, and cross-functional coordination.
You will translate customer care needs into scalable product capabilities, workflows, functional requirements, data requirements, and integration designs. This role requires strong hands-on SAP design experience to enable the customer care solution, including the underlying OTC processes, data structures, integrations, and system dependencies, even where the end solution is delivered through platforms beyond SAP.
It requires a combination of technical depth, techno-functional design capability, and strategic thinking to shape scalable product solutions and support large-scale transformation across process and technology in complex global environments.
This role is the bridge between strategic vision and hands-on delivery for Customer Care and OTC technology. The person in the seat will own the technology strategy and roadmap, lead vendor assessment and selection, drive global solution design, and keep a sharp eye on Total Cost of Ownership — all while being comfortable rolling up their sleeves to design solutions, not just direct them.
Roles & responsibilities
17+ years of experience across Customer Care / Customer Service / OTC in complex FMCG environments with over 5 years of experience in a role with strategic focus.
Hands-on experience with AI-enabled service capabilities, including intelligent triage, summarisation, recommendations, automation, and agent assist, and the ability to translate these into product and workflow requirements.
Strong experience across customer-facing and service-related OTC processes, including order management, fulfilment, delivery, invoicing, query management, exception handling, and cross-functional issue resolution.
15+ years of hands-on techno-functional solution design experience, translating business needs into product capabilities, workflows, functional specifications, data requirements, integration requirements, and scalable technology-enabled solutions.
19+ years of strong hands-on SAP design experience across OTC processes, including process flows, configuration implications, data structures, integration touchpoints, and end-to-end solution design support.
Proven experience working closely with architecture, integration, product, and delivery teams to shape and implement fit-for-purpose solutions.
Strong understanding of OTC-relevant master and transactional data, and ability to use this to support product design, visibility needs, workflow requirements, reporting, and process mining opportunities.
Experience with process mining / operational analytics tools such as Celonis
Proven experience in large-scale transformation across process and technology.
Demonstrated ability to combine strategic thinking with hands-on delivery, shaping scalable solutions aligned with longer-term product and service priorities
Required Experience
Define and own the end-to-end technology strategy for Customer Care / Customer Service / OTC, aligned with the broader enterprise architecture and product roadmap.
Develop and maintain a clear, compelling technology vision that connects business priorities to platform, product, and capability choices.
Evaluate emerging technologies — including AI-enabled service capabilities (intelligent triage, summarisation, recommendations, automation, agent assist) — and translate them into actionable product and workflow requirements.
Shape the evolution of the Customer Care product across OTC to improve service effectiveness, reduce friction, and strengthen execution.
Define how the product should enable better customer interaction, workflow management, visibility, collaboration, and exception handling across the OTC chain.
Vendor Assessment & Selection
Lead structured vendor assessment and selection processes for Customer Care platforms, tools, and enabling technologies.
Develop evaluation frameworks (functional fit, scalability, integration, cost, risk) and run competitive benchmarking.
Negotiate and shape vendor relationships in partnership with Procurement and Legal.
Manage and challenge external Vendors and SI Partners to ensure fit-for-purpose delivery, strong design quality, and disciplined cost control aligned with Product and Program priorities.
Global Solution Design
Support and drive the global design of new solutions across OTC processes: order management, fulfilment, delivery, invoicing, query management, exception handling, and cross-functional issue resolution.
Translate business needs and operational pain points into scalable product capabilities, process requirements, data needs, and technology design inputs.
Provide hands-on SAP design expertise across OTC processes — process flows, configuration implications, data structures, integration touchpoints, and end-to-end solution design.
Ensure product design is grounded in the realities of OTC processes, related functional systems like SAP, relevant data, and cross-functional dependencies.
Work closely with architecture, integration, product, and delivery teams to shape and implement fit-for-purpose solutions.
Product Roadmap & Continuous Improvement
Help shape the product roadmap by balancing strategic priorities, operational value, standardisation opportunities, and technical feasibility.
Drive continuous improvement through stronger use of process insight, data, analytics, and digital capabilities, including AI where relevant.
Champion the use of process mining / operational analytics tools (e.g. Celonis) to uncover optimisation opportunities.
Bring an external market and benchmark perspective, leveraging sources such as Hackett, Gartner, and broader industry practices, to keep the product vision current and continuously inject ideas that strengthen service capability and competitive advantage.
TCO Management & Optimisation
Own and monitor Total Cost of Ownership across the Customer Care technology landscape.
Identify and drive opportunities to reduce TCO through rationalisation, consolidation, automation, and smarter sourcing.
Build and maintain a transparent cost model that supports informed investment decisions.
Delivery Support
Support successful delivery through clear requirements, strong design traceability, testing support, and resolution of design or process issues.
Leverage understanding of OTC-relevant master and transactional data to support product design, visibility needs, workflow requirements, reporting, and process mining opportunities.
Education / Certifications
University degree, preferably in Business, Information Systems, Supply Chain, Engineering, or a related field.
Proven English language proficiency.



No Relocation support available
Business Unit Summary
At Mondelēz International, our purpose is to empower people to snack right by offering the right snack, for the right moment, made the right way. That means delivering a broad range of delicious, high-quality snacks that nourish life's moments, made with sustainable ingredients and packaging that consumers can feel good about.
We have a rich portfolio of strong brands globally and locally including many household names such as Oreo, belVita and LU biscuits; Cadbury Dairy Milk, Milka and Toblerone chocolate; Sour Patch Kids candy and Trident gum. We are proud to hold the top position globally in biscuits, chocolate and candy and the second top position in gum.
Our 80,000 makers and bakers are located in more than 80 countries and we sell our products in over 150 countries around the world. Our people are energized for growth and critical to us living our purpose and values. We are a diverse community that can make things happen—and happen fast.
Mondelēz International is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation or preference, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.
Job Type
Regular
Experience Management
Global Business Services
