Customer Fulfillment EMEA Leader

2 months ago

Frimley, Surrey, United Kingdom SC Johnson Full time

About the Role

The Director, Customer Fulfillment EMEA, is a key member of the SC Johnson Shared Service Center (SSC) Leadership Team, responsible for leading a team of 80+ professionals who manage the EMEA region, including the EMEA Customer Fulfillment Export. This role oversees the teams responsible for the fulfillment of all customer orders for both the Global Consumer Brands (GCB) and Professional (Pro) organization across EMEA, ensuring key performance indicators (KPIs) 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 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 that 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

  • 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.

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