Be part of MOL Group’s Shape Tomorrow 2030+ Strategy implementation, join a team of dedicated professionals who drive the company to the next decade!

We are searching for a motivated colleague, who will make an impact and participate shaping the future of MOL Group’s Downstream Customer Service Division,

as a

Head of Group Downstream Customer Service

Location: Budapest, MOL Campus

About the company: MOL Group: Shape Tomorrow (youtube.com)

Scope of the position:

Drive a high-performing, globally-focused customer service team that ensures seamless back-office operations and top-tier satisfaction for our Downstream (DS) business units. In this pivotal role, you’ll shape the customer service digitalization strategy, boost competitiveness, and enable DS to reach key targets. As a matrix manager, you’ll oversee international teams, identify improvement areas, and elevate service standards of MOL Group Downstream. Join us and make a lasting impact on customer experience.

Key Responsibilities

• Strategic Vision & Roadmaps: Define and drive the strategic direction of B2B customer service initiatives, aligning them with DS’s long-term goals and translating them into actionable development plans.
•  Global Impact: Lead and develop Export-Import customer service teams across multiple countries and oversee domestic customer services. Ensure international consistency and shape the global standard of customer excellence.
• Cultural Fit: Promote a culture of innovation, collaboration, and continuous improvement to keep the organization agile and forward-thinking.
• Self-Service & Digital Transformation: Lead the evolution toward a self-service model, prioritizing efficiency, digital transformation, smart demand management, and optimal resource allocation.
• Leadership Development: Mentor and coach emerging leaders, fostering a strong talent pipeline and ensuring long-term organizational sustainability.
• Continuous Improvement & KPIs: Establish an improvement framework in collaboration with the Order2Cash Process Improvement team, define meaningful KPIs, and rigorously track performance to maintain operational excellence across all customer journey touchpoints.
• Harmonized Operations: Streamline and standardize back-office processes across DS Business Units, ensuring consistent, superior service quality that surpasses industry benchmarks.

Requirements:

• Education & Experience:
• University degree
• 10+ years of business support experience, including at least 5–7 years in managerial roles
• Functional Expertise & Digital Mindset:
• Background in business, finance, or logistics
• Strong implementation, creative problem-solving, and analytical skills
• Proven track record in driving process improvements and digitalization initiatives
• Customer & Team Focus:
• Strong people management capabilities and a customer-centric mindset
• Communication & Presentation:
• Excellent verbal and written English skills
• Confident in delivering presentations and representing business cases
• Additional:
• Valid driver’s license

Top reasons to work with us:

• Make an Impact: Contribute to shaping MOL Group’s future while deepening your industry knowledge through cross-functional collaborations.
• Join a Central European Leader: Work for one of the largest, most stable organizations in the region, surrounded by a multicultural environment.
• Comprehensive Benefits: Enjoy a competitive compensation package, including a cafeteria plan, performance bonus, and private health insurance.
• Grow with a Great Team: Be part of a diverse, highly motivated team where your expertise is valued and your career can flourish.

At MOL Group, we know that our strength lies in diversity. That is why we provide equal opportunities to all applicants with appropriate qualifications and work experience, regardless of visible or less visible differences such as age, gender, disability, sexual orientation, ethnicity or any other personal characteristics that are not related to work. At MOL Group, everybody counts.

If you need any disability-related adjustment at any step of the recruitment process – please let our recruiter colleague know on our online application platform! We'd be happy to help.