Job Description

Job Title: (B2C and B2B) Director, Operations Customer Service USA

Location: Stamford, Connecticut. Only candidates willing to relocate/Commute to the location will be considered. Relocation support Provided.

Job Summary:

This entity is a leading international firm in the consumer goods sector, known for its significant footprint in the smoke-free product industry. This company is committed to creating a smoke-free future and is driving a shift towards non-combustible alternatives to cigarettes.

Reporting hard-line to the VP of Global Supply Chain (Based in Europe) and a dotted line to the President USA, you will form part of both leadership teams and serve an important role, both strategically and operationally, in our client's success in the market.

Unique opportunity to build from scratch an organization for a major global consumer goods company.

Therefore the Director of Customer Service USA is expected to:

 Establish our client's supply chain capability across the USA. Develop, Lead, manage, and maintain all Supply Chain activities for the region. This involves designing and recruiting talent to build the entire E2E Supply Chain function for the USA market.

 Build the organization around three key pillars: 1) integrated business planning, 2) multi/omnichannel distribution (including reverse logistics) for both B2B and B2C, 3) product portfolio deployment in a highly regulated market and industry

 Work closely with internal stakeholders, including Commercial, Finance, External Affairs, and IT teams to align business strategies, drive joint value creation, enhance operating models, and maintain the consistency of supply and demand objectives.

 Represent the entire Operations vis-à-vis of the business and bring the supply aspects to ensure that the market's decisions are capturing all risks and benefits

 Coordinate activities with other colleagues in Planning, Manufacturing, Procurement, and Quality to properly balance business requirements with Operations capabilities and targets

 Partner with external customers to align objectives, integrate processes and plans, identify common opportunities, and deliver a superior service level

 Play the role of connector and facilitator in the implementation of Global Supply Chain vision/strategies and local needs/specificities

 Manage and optimize the allocated budget efficiently and achieve the assigned productivity target

 Oversee the supply chain management team in order to synchronize distribution infrastructures and manufacturing centers. Lead the footprint design and implementations for all warehouses and DCs to achieve optimal stock positioning (materials, SFG, FG), fast product deployment, and the highest possible service levels differentiated by channel, product, and geography.

Job Responsibility:

• Build company's supply chain capability across the USA. Develop, Lead, manage and maintain all Supply Chain activities for the region. This involves designing and recruiting talent to build the entire E2E Supply Chain function for the USA market.
• Build the organization around three key pillars: 1) integrated business planning, 2) multi/omnichannel distribution (including reverse logistics) for both B2B and B2C, 3) product portfolio deployment in a highly regulated market and industry.
• Work closely with internal stakeholders including Commercial, Finance, External Affairs, IT teams to align business strategies, drive joint value creation, enhance operating models, maintain the consistency of supply and demand objectives.
• Represent the entire Operations vis-à-vis of the business and bring the supply aspects to assure that market’s decisions are capturing all risks and benefits.
• Coordinate activities with other colleagues in Planning, Manufacturing, Procurement, Quality to properly balance business requirements with Operations capabilities and targets.
• Partner with external customers to align objectives, integrate processes and plans, identify common opportunities, and deliver a superior service level.
• Play the role of connector and facilitator in the implementation of Global Supply Chain vision/strategies and local needs/specificities.
• Manage and optimize the allocated budget in an efficient manner and achieve assigned productivity targets.
• Oversee the supply chain management team in order to synchronize distribution infrastructures and manufacturing centers. Lead the footprint design and implementations for all warehouses and DCs to achieve optimal stock positioning (materials, SFG, FG), fast product deployment and highest possible service levels differentiated by channel, product, geography.

Qualifications:

• 12+years demonstrable Operations and Supply Chain leadership experience gained in the USA from within multinational global FMCG/Ecommerce/electronics companies.
• Substantial experience in inventory control, logistics, ground transportation, planning, customer service and distribution management within a global organization. Experience of Reverse Logistics would be particularly advantageous.
• Experience in running IBP process would be advantageous.
• Substantial experience developing global logistics/distribution for both wholesale retail and D2C e-commerce businesses.
• Working knowledge of all supply chain processes from materials supply to consumer
• Omni-channel management experience (B2B and B2C).
• Accustomed to working with multiple product categories and high/growing portfolio complexity.
• Solid experience in business partnering and influence senior stakeholders of multiple functions and across a market/cluster.
• Digital and data driven in action and decision-making, including experience of landing digital product/deployed digital successfully at scale.
• Demonstrate cross-functional collaboration and execution of transformational projects at large scale and including capability development.
• Excellent business acumen to drive performance and results (Supply Chain, Operations, Finance, Commercial, Safety, Security, bonus: Regulatory & Fiscal know-how & ITP knowledge).