Global Escalations & Control Lead

The Global Escalations & Controls Lead will be part of the Global Customer Service team, leading a project to support the implementation and ongoing development of the Goodwill Programme. This role requires a customer-centric mindset and a deep understanding of retailer service processes and escalation management. The role is to drive the operational changes necessary to establish and embed a new global service capability, ensuring escalated cases are reviewed and resolved in alignment with the Goodwill programme. Responsibilities include overseeing end-to-end management of escalated cases, collaborating with regional teams and internal stakeholders, and providing actionable insights and reporting on escalation trends. The role involves analysing various data sources, designing a metrics suite, and influencing operational leadership with strategic influence, to help shape a consistent and effective global escalation process.