Customer Operations Manager (m/f/d)

Just imagine shaping seamless customer journeys for the LEGO® brand across the DACH region.

As Customer Operations Manager in Munich, you’ll turn data and insight into action, balancing demand, supply, and relationships while supporting our Customer Operations function.

This position is based in the LEGO® Sales Office in Grasbrunn and follows a hybrid working model—3 days in the office and up to 2 days remotely.

Relocation support is not offered.

• Core Responsibilities
• Lead end-to-end initiatives as project owner, from concept through delivery, partnering across international teams.
• Deputize for the Head of Customer Operations, preparing and contributing to forums that guide business outcomes.
• Manage a working‑student team, covering hiring, onboarding, and daily coordination to support consistent delivery.
• Own order processing for key DACH accounts, collaborating closely with key account managers to support customer success.
• Steer order‑intake management for Key Accounts by balancing customer demand with inbound, transport, and outbound capacity, while monitoring monthly budgets, topline performance, and order quantities to optimize stock levels at customer sites.
• Ensure efficient and reliable delivery operations for Key Accounts by steering transport volume planning and stakeholder alignment across the European central warehouse, carriers, and customer warehouses—focusing on distribution cost optimisation, returns, and complaint resolution.
• Drive active stakeholder and relationship management across internal and external interfaces, including customer advisory, participation in customer meetings, and implementing improvements based on insights from the annual customer survey.
• Support the Customer Operations team’s end-to-end Order‑to‑Cash journey across DACH, working closely with retailers ranging from global chains to local partners to ensure reliable, customer‑centric delivery every day.

Qualifications

• Experience in supply‑chain customer operations within an international consumer‑goods environment.
• Strong analytical abilities and problem‑solving skills, with experience in cross‑functional value‑chain processes in a global organization.
• Comfortable making decisions, managing expectations and delivering against targets in a structured way through effective order management, inventory control, and claims handling.
• Experience working as part of a team while actively contributing to team development and collaboration.
• Skilled in working across functions, simplifying complex topics, and building trusted relationships.
• Proficient with SAP, advanced Excel skills, and experience with other Microsoft tools, including Power BI.
• Exposure to Order‑to‑Cash processes in a global organisation with multiple partners.
• Ideally, experience supporting or guiding early‑career colleagues or working‑student teams.

Benefits

• Family Care Leave – enhanced paid leave options for important times.
• Life and disability insurance – coverage for all colleagues.
• Wellbeing – resources and benefits to nurture physical and mental wellbeing, and opportunities to build community and inspire creativity.
• Colleague discount – generous discount from day 1.
• Bonus scheme – reward when goals are reached and if eligible.
• Workplace – assigned primary workplace location (office, store or factory) with a hybrid policy of an average of 3 days per week in the office.
• Equal Opportunity & Child Rights

The LEGO Group is highly committed to equal employment opportunity and equal pay and encourages applicants from all backgrounds (eg. sex, gender identity or expression, race/ethnicity, national origin, sexual orientation, disability, age, and religion) to apply for roles in our team.

The LEGO Group is fully committed to Children’s Rights and Child Wellbeing across the globe.

Candidates offered positions with high engagement with children are required to take part in Child Safeguarding Background Screening, as a condition of the offer.

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