Sr. Director Customer Service, Planning & Business Logistics / Senior Director Service Management d/f/m
About the Role
We are looking for a Senior Director Customer Service, Planning & Business Logistics who will be instrumental to drive organizational excellence, customer centricity, exceeding customer expectations, and lead a diverse organization of over 150 professionals across various geographies.
This role is focused on delivering the highest efficiency and cost consciousness in demand planning, customer service and business logistics via automation and digitalization whilst providing high quality of service to customers through an expert, service minded and competent organization.
The role will report to the VP Commercial Excellence Consumer Goods EMEA Business Unit.
What You Will Do
1. Implement the transition of Regional customer service, demand planning, and business logistics into a centrally structured organization as part of Essity’s Service Management Model.
2. Define and optimize the service management Business Unit strategy to drive optimization with measurable objectives.
3. Lead customer service, demand planning, and business logistics functions in BU as a service management organization and transfer best practices across the service management cross BU network.
4. Lead and develop the service management organization in terms of efficiency and people.
5. Contribute to the development of the overall business unit strategic plan.
6. Accountable and responsible for the service management budget in the BU.
7. Act as center of excellence. Identify and analyze benchmarks and communicate new trends within service management area (customer service, demand planning and business logistics) and connect with relevant functions, e.g. Global Supply Chain and GPO organization.
8. Represent BU customer logistics interests in- and externally and contribute to overall logistics strategy development and implementation, i.e. act as an interface and provide input/recommendation to other stakeholders in logistics related matters (e.g. demand, capacity, distribution/freights, order to billing, warehouse footprint, IT development).
9. Own S&OP process in BU, ensure market intelligence excellence (demand signal) and prioritize supply in case of shortages.
10. Develop and implement Value Added Services. Coordinate / lead logistic topics with International customers.
11. Set and is responsible for targets/KPI (such as Service Level, Forecasting Quality, Service Complaints, Distribution Costs, Drop Size and Non/Slow Movers).
12. Develop and implement activities incl. corrective actions together with relevant stakeholder to achieve agreed targets.
13. Initiate and ensure implementation of continuous improvement in alignment with GPO and cost saving projects.
Who You Are
1. Bachelor's Degree in a relevant field.
2. At least 10 years of experience in a Senior Leadership role in Service Management (Director or Senior Manager in Customer Service, Demand Planning and Business Logistics), proven ability to guide diverse, large teams (over 100 employees) in a matrix environment.
3. At least 5 years of experience managing large-scale change initiatives and global digital transformation projects.
4. Excellent communication and interpersonal skills, with a passion for enhancing efficiency and customer centricity.
5. Strong analytical and problem-solving skills, with the ability to thrive in a fast-paced environment.
6. A self-starter with a drive to challenge the status quo, maintaining a positive mindset.
7. Ideally with an expertise in managing SAP or similar platforms.
8. Extensive experience in a global matrix organization, demonstrating the ability to navigate and thrive in a complex, multinational environment.
9. Willingness and ability to travel.
The position can be based at any main Essity Consumer Goods offices in Europe.
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