French-Speaking Customer Fulfillment Team Leader
4 weeks ago
Customer Supply Chain Operations Manager – ideally French Proficient
• Location: Frimley, Surrey
• Function: EMEA Shared Service Centre (SSC) – Order Management / Customer Fulfilment
Role Overview
In the capacity of the EMEA SSC, you will take charge of the leadership, management, and performance of a team of Customer Fulfillment analysts dedicated to supporting the French, Belgian, Spanish, and Portuguese markets. Your primary focus will be to ensure exceptional customer service levels for both internal and external stakeholders while meeting Key Customer Supply Chain Performance Indicators, aligned with established best-in-class replenishment practices.
Team and Department Insights
The Customer Supply Chain division comprises six multilingual teams that assist our commercial operations across the EMEA region, ensuring timely and complete product delivery to our customers (retailers).
Key Responsibilities
Leadership of the Team
Deliver clear guidance to a multi-national customer fulfillment team through objective setting, personalized coaching, and training initiatives. Ensure all team members prioritize customer needs and are well-equipped to deliver outstanding service. Foster team capability through ongoing coaching, emphasizing business acumen, supply chain expertise, and effective communication.Functional Oversight
Recommend optimal customer fulfillment strategies and enhancement plans for strategic accounts.Customer Relationship Management
Lead the Customer Fulfillment Collaboration Team, maintaining close liaison with customers, country sales teams, and supply chain partners to ensure proactive communication regarding all service aspects, including:
Case fill levels (and on-time delivery as applicable). Stock shortages and corrective measures. New product introductions and discontinuations. Upcoming promotions and events.Provide strategic direction in the collaborative planning of promotions and events with key customers.
Service Excellence
Champion the customer and outstanding service across all SCJ colleagues and established processes, including:
Control Tower Meetings. Management of supply availability and allocation.Process Improvement
Drive continuous effectiveness enhancements in order management and customer collaboration activities utilizing lean methodologies.
Collaborate with lean champions, subject matter experts, and centralized team leads to identify efficiencies within the Customer Fulfillment department and reinvest the created capacity into value-adding customer-centric initiatives.Qualifications and Experience Required:
Proven ability to lead teams with strong people management skills. Capacity to cultivate robust internal and external customer relationships. Demonstrated history of implementing order management best practices. Background in commercial operations, customer fulfillment, or supply chain management. Strong operational skills and experience in order management/customer service. Familiarity with the FMCG sector. Proficient in French (both written and spoken), with Spanish as a desirable addition.Essential Attributes:
Commitment to customer service and joint value creation. Excellent verbal and written communication abilities. Capability to influence stakeholders at all levels.Benefits Offered:
Competitive salary and benefits package including profit sharing. Flexible working hours and a standard workweek. 33 days of annual leave, inclusive of public holidays, to support our European operations. Pension, life insurance, and health coverage. Complimentary parking, shuttle service from local transport hubs, and EV charging stations. Access to a free onsite gym with complimentary classes.About SC Johnson:
SC Johnson is a fifth-generation family-owned business driven by a spirit of adventure and ethical practices. For over 130 years, we have been leading with purpose, building renowned brands such as Raid, Glade, Kiwi, OFF, Windex, Ziploc, and more across the globe. Through these household names, we strive to make a positive impact on the world around us. Our success is rooted in the vitality and strength of our 13,000 employees, whom we genuinely value and support in achieving both individual and collective goals.
Legal Eligibility:
Candidates must be legally eligible to work in the country of application.
Inclusion & Diversity Commitment:
As a global organization, we embrace individuals from diverse cultures, ethnicities, races, religions, gender identities, sexual orientations, ages, and abilities. We recognize the richness of human experience and strive to celebrate it. Our goal is to foster a diverse, inclusive, and supportive work environment where everyone can thrive. We are dedicated to ongoing initiatives that help us attract, hire, and retain diverse talent committed to building a positive and inclusive workplace.
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