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Director, Customer Fulfillment EMEA Lead

1 month ago

Frimley, Surrey, United Kingdom SC Johnson Full time
About the Role

As a key member of the EMEA Shared Service Center (SSC) Leadership Team, the Director, SSC Customer Fulfillment EMEA, oversees a team of 80+ professionals responsible for managing the EMEA region, including the EMEA Customer Fulfillment Export. The Director is accountable for ensuring timely processing of customer orders and effective management of customer needs, driving case fill rate KPIs.

Key Responsibilities

Department & SSC Leadership

  • Provide active leadership in selecting, developing, and performance-managing direct reports.
  • 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 drive implementation.
  • Act as an integral 'voice of the business' to ensure company strategy and process are 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 SSC countries in EMEA.
  • Design and implement SSC Strategic goals across EMEA for Customer Fulfillment.
  • Be the Business Partner for all countries in setting Customer Fulfillment strategies.
  • Liaise with Regional HQ, supply chain, country GMs & FDs to support 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 performance of all processes, driving working capital and profits.
  • Monitor KPIs, ensuring open and transparent communication with business stakeholders on performance and business challenges.
  • Manage department budgeting, including forecasting and monthly tracking, and identifying opportunities for greater budget management.

Business Relationship Management

  • Responsible for 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 ongoing effectiveness improvements to 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

You'll bring:

  • Recognized leadership 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

You'll also have:

  • Proficiency in English, with proficiency in any other European Language desirable.
  • Experience in an FMCG finance department, including supply chain experience, preferred.
Benefits and Perks

We offer:

  • Competitive pay & benefits.
  • Flexible starting and finishing times + 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.