ABOUT THE ROLE
As an integral member of the EMEA Shared Service Center (SSC) Leadership Team - the Director, SSC Customer Fulfillment EMEA, leads a team of 80+ that manages the EMEA region including the EMEA Customer Fulfillment Export. The Director is responsible for overseeing the teams responsible for the fulfillment of all customer orders for both the GCB and Pro organization across EMEA, ensuring case fill rate KPI’s are achieved through timely processing of customer orders and effective management of customer needs.
KEY RESPONSIBILITIES
Department & SSC Leadership
Provide active leadership in selection, development and performance management of direct reports
Continuously build capability within the Customer Fulfillment team ensuring there is real time career planning across the CF team, in conjunction with the SSC Leadership team
As a member of the Shared Service Centre EMEA Leadership Team, set the strategic direction of the SSC and follow through to implementation
Be an integral ‘voice of the business’ to ensure company strategy and process is communicated and adhered to.
Work with the Business to align the Customer Fulfillment function with the business’ strategic direction.
Act as an ambassador of the Accelerate program growing future leaders within the SSC
Functional Leadership
Accountable for the strategic leadership of the complete range of Customer Fulfillment processes for all the SSC countries in EMEA
Design and implement SSC Strategic goals across EMEA for Customer Fulfillment
Be the Business Partner for all the countries in setting Customer Fulfillment strategies
Liaise with the Regional HQ, supply chain, country GM’s & FD’s to support the regional businesses
Ensure controls are maintained within the teams’ operating environments in compliance with corporate policies
Develop Customer Fulfillment reports and metrics to monitor and improve the performance of all processes as well as driving for improvement in working capital and profits.
Monitoring of KPI’s ensuring open and transparent communication with business stakeholders on performance and business challenges.
Management of department budgeting including forecasting and monthly tracking and identifying opportunities for greater budget management
Business Relationship Management
Responsible for the direct contact with Country General Managers and Supply Chain colleagues to ensure best in class business partnering
Sponsor for Business Partnership Relationship Matrix (BPRM) initiatives with Customer Fulfillment and the wider SSC to grow enhanced ways of working within the business.
Process excellence
In conjunction with the OPEX Manager deliver on-going effectiveness improvements to the Customer Fulfillment activities using lean tools and methodology
Identify and deliver strategic automation opportunities which drive efficiency improvements
Drive the Operational Excellence mind-set within the Customer Fulfillment department
Sponsor and embed the ‘OPEX is You’ philosophy to grow OPEX capabilities across the SSC
REQUIRED EXPERIENCE YOU’LL BRING
Recognized Leader and significant management experience with demonstrated ability to develop and lead a team.
Experience in Leading Customer Fulfillment of Supply Chain functions
Thorough understanding of Customer Fulfillment
Strong communication skills demonstrating the ability to interact appropriately and effectively with internal and external customers
Demonstrated ability of complex Fulfillment analysis
Proven experience of driving and implementing efficiency initiatives
Experience in LEAN methodology
PREFERRED EXPERIENCES AND SKILLS
Proficient in English, proficiency in any other European Language would be desirable
Experience in an FMCG finance department including supply chain experience is preferred
BENEFITS AND PERKS
Competitive pay & benefits
Flexible starting and finishing times + 4.5 day working week
Pension, Life cover & Health Insurance
Shuttle bus service from local train stations, EV Charging Points + Cycle to work Scheme
Free onsite Gym + free classes
Inclusion & Diversity
We’re a global business, with people from every culture, ethnicity, race, religion, gender identity, sexual orientation, age, and ability. We recognize the breadth of human experience, and we work to celebrate it. It is our goal to build a diverse, inclusive, and supportive work environment where all people can thrive.
We’re committed to ongoing efforts that help us attract, hire, and retain diverse talent who want to build a positive, inclusive environment. Read more about our ongoing initiatives at .
