Customer Services

2 weeks ago

Hammersmith Greater London, United Kingdom H&H Group Full time

We have 3 business segments - Baby, Adult and Pet Nutrition and Care - supporting whole-family health and happiness across 7 international brands.

We are passionate about our customers and community and are looking for similar-minded talent to join us. The role of the Customer Value Chain Manager is drive the strategic management of the company’s Operations Partnerships (3PL) and Customer delivery process to optimise performance across quality, service, cost, innovation and sustainability with specific focus on the UK and IT regions.
• The role is both strategic and tactical and will also have management responsibilities for the H&H Inventory and Customer Service Team.

Develop, assess and manage our strategic partners against a framework of performance metrics to manage risk and improve business outcomes.
• Optimisation of insights, strategic analysis and communication to drive productivity gains between internal teams (Supply Chain, Sales, NPD/EPD, Commercial Finance, Marketing) and external customers (DTC, Retail, Pharmacy, cross border)
• improvement of the S&OP function within the business by providing a structured set of measures (KPI’s) that deliver benchmark customer service metrics.
• Build strategic, collaboration-based partnerships with strategic partners to drive efficiency and improve waste.
• Plan and manage the 3PLs to contractual requirements, procedures and safety compliance to deliver on the agreed services and within cost and on time.
• Manage costs within budget and ensure expected continuity of service is achieved.
• Maintain thorough knowledge of all contracted deliverable requirements for each account (strategic partners).
• Monitor projects; Develop and implement strategies and activities to support existing and new products and services to reduce cost and increase profitable revenue.
• Effectively lead, direct, motivate and grow H&H Customer Service team members through effective performance and talent management.
• Support the relevant country lead with delivering on objectives and strategies within the Operations and Logistics of fulfilling all customer orders efficiently

10+ years’ experience in Supply Chain.
• Thorough understanding of safety management systems for Supply Chain
• Business Degree in relevant discipline (Supply Chain, Logistics, Business) advantageous.
• Cross functional understanding of complex Global supply chains.
• Knowledge of project and change management methodologies and tools.
• Team management and engagement strategies
• Knowledge and proven experience in the strategic management of 3PL providers, managing start-up and transition in operations.
• Extensive experience building strategic relationships with 3PL providers to ensure delivery against contractual arrangements and drive improvements across quality, service, cost, innovation and sustainability
• Track record of successful relationship management with the ability to resolve service performance and commercial challenges through collaboration.
• Project Management experience including implementing Supply Chain and Operations optimisation and Continuous Improvement initiatives as well as managing change projects.
• Experience working in the Complementary Medicine, Pharmaceutical, or FMCG Industry will be advantageous.
• If you require support or assistance during the application process, please notify us at the time of application and we will be sure to enable reasonable adjustments where suitable.

If you have what it takes, please apply via the online portal and we will be in touch soon. All personal data collected is for recruitment purposes only.

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