Magnum is a globally recognized premium ice cream brand owned by Unilever, one of the world's leading fast-moving consumer goods (FMCG) companies. Since its launch in 1989, Magnum has established itself as a market leader in the indulgent snacks category, operating across dozens of countries with a massive scale in production and distribution.

In Spain, the brand is managed through Unilever's Spanish headquarters, which oversees a wide range of functions from supply chain and procurement to trade marketing. The company offers a highly international work environment, particularly in its Barcelona-area offices, making it an attractive destination for professionals seeking roles in a multicultural corporate setting with established relocation and integration practices.

Magnum was launched in 1989 as the first premium ice cream specifically targeted at adults. It was originally developed in Denmark and has since grown into a multi-billion dollar global brand under Unilever's refreshment division.

For international professionals

Magnum operates under Unilever Spain, which is frequently certified as a Top Employer in the country.
The main corporate hub is located in Viladecans (Barcelona), offering a high quality of life and proximity to an international community.
Many corporate and supply chain roles use English as the primary business language due to the global nature of the brand.
Unilever provides robust professional development programs and internal mobility opportunities across its global brand portfolio.

Customer Service Team Lead

Magnum Ice Cream Company

This job was originally posted in Spanish and automatically translated to English.

Job Description

Life tastes better with ice cream

With 19.000 expert ice cream colleagues and iconic brands like Wall's, Cornetto and Ben & Jerry's, loved in 76 countries, we are the world's largest Ice Cream company leading the industry.

We create iconic ice cream brands that are part of everyday life, bringing moments of joy to millions of people around the world. Everybody loves ice cream. And as the world's biggest pure‑play ice cream company, we have the scale and ambition to make a real difference.

What truly sets us apart is how we work.

We move fast and keep things simple. We turn ideas into action, trust people to take ownership, and work as one team to win together with integrity. Our culture is high‑performance, collaborative and focused on getting things done.

We're curious and ready for what's next. We embrace digital, use data to make better decisions, and keep learning, including how AI can help us work smarter and serve consumers better.

The role:

Lead the Customer Facing team, ensuring efficient, consistent, and high-quality customer service. Ensure the correct management of orders, incidents, and Order to Cash processes, acting as a link between customers, internal areas, and providers, and driving continuous improvement, operational efficiency, and team development.

You will be responsible for:

Team Management

Lead, train, and develop the Customer Service team (Customer Facing Specialists).
Establish individual and team objectives aligned with the area's KPIs.
Perform performance monitoring, continuous feedback, and development evaluations.

Operations and Customer Service

Supervise the correct management of orders in SAP (creation, validation, tracking).
Guarantee compliance with delivery dates, service levels (OTIF), and SLAs.
Ensure fast, effective customer service aligned with quality standards.
Escalate and manage critical incidents with customers and internal stakeholders.

Cross-functional Coordination

Act as a key point of contact between customers, Supply Chain, logistics, and sales.
Coordinate with logistics providers to ensure efficient deliveries.
Facilitate communication and alignment between internal teams.

Continuous Improvement and Efficiency

Identify improvement opportunities in Order to Cash processes.
Lead process optimization and automation initiatives.
Define and track KPIs (OTIF, backlog, response times, etc.).
Drive a culture of continuous improvement within the team.

Reporting and Analysis

Analyze operational data and prepare area performance reports.
Use tools such as Excel and Power BI for decision-making.
Propose data-driven action plans to improve results.

We are looking for someone with:

Experience

University degree
3-5 years of experience in Customer Service or Supply Chain.
Previous experience leading teams (minimum 1-2 years).
Experience in Fast-Moving Consumer Goods (FMCG) companies is valued.

Knowledge

SAP (order management / logistics).
Advanced Excel (analysis, reporting, basic automation).
Power BI (highly valued).
Solid knowledge of customer service KPIs.
Fluent English (daily use with stakeholders).

Skills

Leadership and people development
Effective communication and influence
Results orientation and decision-making
Analytical capacity and problem solving
Organization and prioritization
Proactivity and continuous improvement mindset

What we offer:

Competitive market salary and performance-linked remuneration
Flexible working modalities
Support for physical and mental well-being and personal work-life balance
Time off to rest and recharge
Continuous learning and development opportunities
Hybrid work model (2-3 days of remote work per week)
4 weeks of Flex Work per year: possibility to work fully remotely for a full week
Restaurant card and dining service in our offices
Optional private medical insurance, with 40% coverage by Magnum
Pension plan
Access to Wellhub (gym and wellness platform)
Flexible schedule
Intensive workday on Fridays
And much more!

#TMICC

Why join us?

This is a place for people who are passionate about ice cream and are growth obsessed - both for the business and for themselves. People who act like an owner and drive our business end-to-end. People who are driven by success to deliver more than we ever thought we could!

You'll thrive here if you value an inclusive culture, with low ego and hierarchy - and if you're excited to continuously learn and challenge how we work, using digital, data, and new thinking to push us forward.

- Roles with real accountability and visible impact
- Free to move fast, experiment and challenge how things are done
- Continuous learning and development as the business grows
- Reward linked to performance and contribution.

Your career here is shaped by what you deliver, as you work across functions and markets and grow with the business.

Ready to build the future of Ice Cream?

If this sounds like the place where you'd thrive, we'd love to hear from you. Apply online and share your CV. We'll review your application and be in touch with the next steps.

If you are an individual with a disability and require assistance at any time during our recruitment process, please let your Talent Acquisition Partner know.

Additional information

The Magnum Ice Cream Company is an Equal Opportunity Employer. We embrace diversity and are committed to creating an inclusive environment where everyone can do their best work regardless of age, disability, gender identity, race, religion, sexual orientation, or any other protected characteristic. We encourage people with all backgrounds to apply including Aboriginal and Torres Strait Islander Peoples, and Māori and Pacific Peoples.

View original advert (Spanish)

Life tastes better with ice cream

With 19.000 expert ice cream colleagues and iconic brands like Wall's, Cornetto and Ben & Jerry's, loved in 76 countries, we are the world's largest Ice Cream company leading the industry.

What truly sets us apart is how we work.

We're curious and ready for what's next. We embrace digital, use data to make better decisions, and keep learning, including how AI can help us work smarter and serve consumers better.

El role:

Liderar el equipo de Customer Facing, garantizando un servicio al cliente eficiente, consistente y de alta calidad. Asegurar la correcta gestión de pedidos, incidencias y procesos de Order to Cash, actuando como nexo entre clientes, áreas internas y proveedores, e impulsando la mejora continua, la eficiencia operativa y el desarrollo del equipo.

Serás responsable de:

Gestión de equipo

Liderar, formar y desarrollar al equipo de Customer Service (Customer Facing Specialists).
Establecer objetivos individuales y de equipo alineados con los KPIs del área.
Realizar seguimiento del desempeño, feedback continuo y evaluaciones de desarrollo.

Operaciones y servicio al cliente

Supervisar la correcta gestión de pedidos en SAP (creación, validación, seguimiento).
Garantizar el cumplimiento de fechas de entrega, niveles de servicio (OTIF) y SLA.
Asegurar una atención al cliente rápida, eficaz y alineada con estándares de calidad.
Escalar y gestionar incidencias críticas con clientes y stakeholders internos.

Coordinación transversal

Actuar como punto de contacto clave entre clientes, Supply Chain, logística y ventas.
Coordinar con proveedores logísticos para asegurar entregas eficientes.
Facilitar la comunicación y alineación entre equipos internos.

Mejora continua y eficiencia

Identificar oportunidades de mejora en procesos Order to Cash.
Liderar iniciativas de optimización y automatización de procesos.
Definir y hacer seguimiento de KPIs (OTIF, backlog, tiempos de respuesta, etc.).
Impulsar la cultura de mejora continua dentro del equipo.

Reporting y análisis

Analizar datos operativos y elaborar reportes de rendimiento del área.
Usar herramientas como Excel y Power BI para toma de decisiones.
Proponer planes de acción basados en datos para mejorar resultados.

Estamos buscando a alguien con:

Experiencia

Grado universitario
3-5 años de experiencia en Customer Service o Supply Chain.
Experiencia previa liderando equipos (mínimo 1-2 años).
Valorable experiencia en empresas de Gran Consumo (FMCG).

Conocimientos

SAP (gestión de pedidos / logística).
Excel avanzado (análisis, reporting, automatización básica).
Power BI (muy valorable).
Conocimiento sólido de KPIs de servicio al cliente.
Inglés fluido (uso diario con stakeholders).

Habilidades

Liderazgo y desarrollo de personas
Comunicación efectiva e influencia
Orientación a resultados y toma de decisiones
Capacidad analítica y resolución de problemas
Organización y priorización
Proactividad y mentalidad de mejora continua

Qué ofrecemos:

Salario competitivo de mercado y retribución ligada al desempeño
Modalidades de trabajo flexibles
Apoyo al bienestar físico, mental y a la conciliación personal
Tiempo libre para descansar y recargar energías
Oportunidades continuas de aprendizaje y desarrollo
Modelo de trabajo híbrido (2-3 días de teletrabajo por semana)
4 semanas de Flex Work al año: posibilidad de trabajar totalmente en remoto durante una semana completa
Tarjeta restaurante y servicio de comedor en nuestras oficinas
Seguro médico privado opcional, con cobertura del 40% por parte de Magnum
Plan de pensiones
Acceso a Wellhub (plataforma de gimnasio y bienestar)
Horario flexible
Jornada intensiva los viernes
¡Y mucho más!