Director, Customer Fulfillment EMEA

TN United Kingdom; Frimley; On-site; GBP 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a dynamic Director for Customer Fulfillment in EMEA. This pivotal role involves leading a large team to ensure seamless order processing and customer satisfaction across the region. The ideal candidate will possess strong leadership skills, a deep understanding of supply chain dynamics, and a passion for driving operational excellence. With a focus on strategic direction and performance management, this position offers the opportunity to make a significant impact within a collaborative and inclusive environment. Join a forward-thinking organization committed to diversity and innovation.

Benefits

Flexible working hours

Pension

Health insurance

Free onsite gym

Shuttle service

Cycle-to-work schemes

Qualifications

• Proven leadership and management experience in customer fulfillment.
• Strong communication skills for effective stakeholder interaction.

Responsibilities

• Lead a team of over 80 members managing customer orders across EMEA.
• Drive efficiency initiatives and implement lean methodologies.

Skills

Leadership

Customer Fulfillment

Supply Chain Management

Lean Methodologies

Data Analysis

Communication Skills

Education

Bachelor's Degree

Master's Degree

Job description

The original job description is quite comprehensive and well-structured, but it can be improved for clarity and readability by ensuring consistent formatting and removing unnecessary HTML tags. Here's a refined version:

Client:

SC Johnson

Location:

Frimley, United Kingdom

Job Category:

Customer Service

EU work permit required:

Yes

Job Reference:

3fddb53eb0f8

Job Views:

15

Posted:

02.05.2025

Expiry Date:

16.06.2025

Job Description:

ABOUT THE ROLE

As an integral member of the EMEA Shared Service Center (SSC) Leadership Team, the Director, SSC Customer Fulfillment EMEA, leads a team of over 80 members managing the EMEA region, including the EMEA Customer Fulfillment Export. The Director oversees teams responsible for fulfilling all customer orders for both the GCB and Pro organizations across EMEA, ensuring KPI targets such as case fill rate are achieved through timely processing and effective customer needs management.

KEY RESPONSIBILITIES

• Provide leadership in selecting, developing, and managing performance of direct reports.
• Build capabilities within the Customer Fulfillment team with real-time career planning, in collaboration with the SSC Leadership team.
• Set the strategic direction of the SSC as a member of the Leadership Team and ensure proper implementation.
• Act as the voice of the business to communicate and ensure adherence to company strategy and processes.
• Align the Customer Fulfillment function with the business’s strategic goals.
• Support the Accelerate program to develop future leaders within the SSC.

Functional Leadership

• Lead the Customer Fulfillment processes for all SSC countries in EMEA.
• Design and implement strategic goals for Customer Fulfillment across EMEA.
• Partner with regional HQ, supply chain, and country GMs & FDs to support regional business needs.
• Maintain controls in compliance with corporate policies.
• Develop reports and metrics to monitor and improve process performance, working capital, and profits.
• Monitor KPIs and communicate openly with stakeholders about performance and challenges.
• Manage department budgeting, including forecasting and tracking, to identify efficiency opportunities.

Business Relationship Management

• Maintain direct contact with Country GMs and Supply Chain colleagues to ensure best-in-class business partnering.
• Sponsor initiatives like the Business Partnership Relationship Matrix (BPRM) to enhance ways of working within the SSC.

Process Excellence

• Deliver ongoing improvements using lean tools and methodologies.
• Identify and implement automation opportunities to enhance efficiency.
• Foster a culture of Operational Excellence within the department.
• Sponsor and promote the ‘OPEX is You’ philosophy to grow capabilities across the SSC.

REQUIRED EXPERIENCE

• Proven leadership and management experience, capable of developing and leading teams.
• Experience in leading Customer Fulfillment within Supply Chain functions.
• Thorough understanding of Customer Fulfillment processes.
• Strong communication skills for effective interaction with internal and external stakeholders.
• Ability to analyze complex Fulfillment data and processes.
• Experience in driving efficiency initiatives and implementing LEAN methodologies.

PREFERRED SKILLS AND EXPERIENCE

• Proficiency in English; additional European languages are desirable.
• Experience in FMCG finance departments with supply chain exposure is preferred.

BENEFITS AND PERKS

• Flexible working hours and a day-based workweek.
• Pension, life cover, and health insurance.
• Shuttle service from local train stations, EV charging points, and cycle-to-work schemes.
• Free onsite gym and classes.

Inclusion & Diversity

We are a global organization celebrating diverse cultures, ethnicities, genders, and abilities. We aim to create an inclusive environment where everyone can thrive. We are committed to attracting, hiring, and retaining diverse talent. Learn more about our initiatives at [website].