Service Quality & Process Improvement Specialist - Gdańsk

We started with a vision that became reality – building a global member support hub in Gdańsk. More than four years later, Member Relations & Operations continues to grow, evolve, and raise the bar for farmer experience. As we strengthen our organisation for the future, we are now looking for a talented Professional – Member Service, Quality & Development who is ready to take the next step in their career.

About the Job

In this role, you will make a real impact on the farmer experience by driving continuous improvement, shaping smarter processes, and elevating quality across Member Service. You will combine operational understanding with analytical thinking, project leadership or IT system expertise to deliver solutions that make our services more effective, efficient, future-ready, and closely connected to Arla’s sustainability ambitions and responsible way of supporting our farmer owners.

You will work within established processes but also have the autonomy to challenge the status quo, bring fresh ideas, and identify opportunities for optimisation and digitalisation. Your contribution will directly support our ambition to build a high-performing, insight-driven support organisation.

Your Key responsibilities

Continuous Improvement & Lean Mindset

• Driving a culture of continuous improvement across teams.
• Facilitating optimisation initiatives to simplify work and enhance service delivery.

Process Management & Optimisation

• Analysing, designing, and improving processes to increase efficiency, quality, and support more sustainable ways of working.
• Owning selected processes end-to-end, including documentation and control points.

Project & IT Collaboration

• Leading or contributing to projects that enhance service, quality or internal efficiency.
• Partnering with IT on system enhancements, configuration, or new solution rollouts.

Data Insights & Reporting

• Using data to identify trends, improvement opportunities and decision-making insights.
• Preparing clear, insightful reports for leaders and stakeholders.

Farmer Experience Development

• Improving farmer touchpoints and using feedback for continuous service enhancements that support both service excellence and long-term value creation.

Knowledge, Training & Capability Building

• Facilitating training sessions and sharing best practices to support team development.

Operational & Sustainability Support

• Providing analytical support to operational teams and actively contributing to sustainability requirements, documentation, and improvements that strengthen how we support our farmer owners.

Who Are You?

You will thrive in this role if you recognise yourself in most of the following statements

• You enjoy dynamic environments and handle pressure with a positive attitude.
• You energise others and build strong collaboration across functions and levels.
• You can identify improvement opportunities quickly and translate them into practical solutions.
• You are comfortable working with data, insights, and systems to support decision-making.
• You can lead initiatives, coordinate stakeholders, and keep momentum in projects.
• You navigate confidently in topics related to processes, quality, sustainability requirements, and IT/system improvements, and you understand how these areas connect to long-term value creation.

What You Bring

Most likely, you have

• 3+ years of relevant professional experience.
• Academic background (BA or MA).
• Proven experience in process optimisation, Lean, project management, service quality, sustainability-related processes, data analytics, or IT/system-related projects.
• Strong analytical mindset and experience with data tools.
• Excellent communication and interpersonal skills.
• Ability to work effectively in cross-functional teams.
• Solid understanding of member support processes (experience in agriculture is an advantage).
• Proficiency in English and modern digital tools.
• Additional language skills (Danish, Swedish, German, Dutch, or French) are a strong plus
• Please note that this role requires you to be in the office 50% of the time + one additional day (monthly). 

Please note that this role requires you to be in the office 50% of the time + one additional day (monthly).

What do we offer?

• Work in an international environment with teams across different countries
• Scandinavian working style – flat structure, informal atmosphere & no formal dress code
• Flexible working hours with a hybrid work model, offering a balance between office collaboration and home office flexibility
• Additional annual leave of up to 4 extra days, awarded over time in recognition of your tenure with us
• Private medical care (LUX MED) and life insurance (Unum)
• Cafeteria benefits system (gym card, vouchers, travel points, cinema tickets – you choose)
• Employee Assistance Program (psychological, legal and financial support)
• Wellbeing initiatives, including sports activities and communities (e.g. running team)
• Structured onboarding and access to expert‑led trainings
• Co‑financing of education and certifications, supporting continuous professional development
• Employee referral bonus program
• Brand‑new modern office full of greenery and plants
• On‑site parking
• Spacious canteen with fresh breakfasts and lunches available daily

We are committed to salary transparency and will discuss the salary range and benefits before the first interview. 

Read more about Arla Global Shared Services

Global Shared Services consists of multiple functions that are all placed in the Punkt building in Gdańsk.

As of now, we have an IT Services and an IT Solutions division dedicated to SAP as well as a variety of app development and implementation projects. Our procurement and finance functions support a wide array of processes such as purchasing, distribution and sales globally.

We also have a dedicated HR operations division to ensure we attract, develop and retain the very best of talent around the world.

Together, we are all dedicated to one collective mission ensuring an optimal global supply of fresh Arla products – every single day.

Shape the Future of Dairy 

Arla is a global leader in the dairy industry, committed to enabling good food choices that make life better, providing people with natural, sustainable nourishment, while taking care at every step to ensure Arla is a choice they can feel good about. If you are looking to shape the future with an ambitious global cooperative that truly cares about your growth, where everyone feels valued and empowered, and collaboration is the core of culture, Arla is a choice you can feel good about. 

 
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