Customer Service Director, Dairy Nutrition

At Glanbia Nutritionals Inc., we co-innovate and deliver ingredient solutions and precision premixes including high quality colostrum, for use in the mainstream food and beverage, infant and clinical, and functional nutrition markets. We are the number one provider of whey-based nutritional ingredients globally and the number one producer of American-style cheddar cheese. Our protein systems have transformed the bar and beverage categories — bringing increased levels of protein, cleaner labels and greater product functionality to market.

JOB SUMMARY – Director, Customer Service – Dairy Nutrition

We are seeking a dynamic and strategic leader to serve as Director of Dairy Nutrition Customer Service. This role oversees a team of 9 (including 8 direct reports) and is responsible for driving a culture of effectiveness and efficiency across the Customer Service Framework.

Key Accountabilities

Strategic Leadership

• Develop and execute customer service strategies aligned with business goals and the Customer Service Framework pillars: Strategy, People & Culture, Customers, Process & Technology, Projects, and Governance.
• Serve as a strategic advisor on service innovation, transformation, and enterprise-wide alignment.

Team Management

• Lead, coach, and develop a global team, promoting accountability, collaboration, and continuous improvement.
• Oversee the hosted Center of Excellence (COE) for Dairy Nutrition customer support.

Customer Focus

• Champion a customer-centric mindset, ensuring service excellence and responsiveness to dairy nutrition customer needs.
• Collaborate cross-functionally to resolve escalations and enhance service outcomes.

Operational Excellence

• Drive process optimization and technology adoption to improve service delivery, efficiency, and scalability.
• Ensure compliance with regulatory standards and support business continuity planning.

Digital Transformation

• Lead enterprise-level digital initiatives to enhance operating effectiveness and customer experience.
• Partner with IT and global teams to implement scalable, customer-focused solutions.

Project & Change Management

• Lead and support cross-functional projects aligned with strategic priorities.
• Drive global customer service integration to establish a standard operating model.

Governance & Metrics

• Facilitate monthly business reviews with key stakeholders.
• Establish and monitor COE KPIs to measure performance and inform decision-making.
• Focus on customer experience and actionable business insights.

Product Knowledge

• Build strong understanding of the Dairy Nutrition product portfolio in partnership with the Product Strategic Management (PSM) team.
• Leverage product knowledge to support service excellence.

Professional Engagement

• Cultivate strong relationships with senior business unit leaders and commercial sales teams across a functional matrix organization.
• Ensure alignment and collaboration on strategic initiatives.

Education & Skills

• Bachelor’s degree in Business Administration, Food Science, Supply Chain, or related field; MBA or advanced degree preferred.
• 10+ years of progressive experience in customer service, supply chain, or operations, with 5+ years in a leadership role.
• Experience in CPG or food & beverage ingredients industry is a plus.
• Communicate with excellence, in both live and virtual environments (i.e., TEAMS) to gain alignment, strengthen relationships and credibility, and build consensus.

At Glanbia, we celebrate diversity, because we know that our individual strengths make us stronger together. We welcome and encourage interest from a wide variety of candidates, and we will give your application consideration, without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.

At Glanbia our culture will celebrate individuality, knowing that together we are more.