Head of Customer Supply Chain - EU

Joseph Joseph Ltd; London; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading houseware brand is seeking a Senior Supply Chain Manager to lead their EU operations. Responsibilities include managing delivery performance, developing cost models, and driving continuous improvement initiatives. The ideal candidate has over 8 years of experience, strong financial acumen, and excellent stakeholder management skills. This role offers a competitive salary, performance-related bonus, and hybrid working options.

Benefits

Competitive salary and holiday allowance

Company performance related bonus

Pension contribution

Exclusive staff discount

24/7 healthcare appointment support

Training and Development

Qualifications

• 8+ years in a senior supply chain or operations role, ideally in FMCG.
• Experience managing third-party logistics providers.
• Proven ability to drive operational excellence.

Responsibilities

• Lead the EU customer supply chain function.
• Manage end-to-end delivery performance.
• Develop and maintain cost-to-serve models.
• Ensure SOPs are followed across areas.
• Lead and develop the EU customer supply chain team.

Skills

Senior supply chain experience

Leadership in warehousing and transport

Strong financial acumen

Continuous improvement

Stakeholder management

Data analysis and reporting

Tools

ERP platforms

WMS

TMS

Job description

At Joseph Joseph we love solving everyday problems through intelligent design to create distinctive, functional products that are a pleasure to own and use. We are one of the world’s leading houseware brands with a global presence spanning over 100 countries, available in most major department stores and independent houseware stores worldwide as well as our rapidly growing ecommerce channel.

What you will be doing

• Lead the EU customer supply chain function, ensuring seamless execution across order fulfilment, 3PL warehousing, and EU transport.
• Manage end-to-end delivery performance for all B2B and D2C customer channels, owning service KPIs and SLA adherence.
• Act as the senior escalation point for key customer service issues and drive root cause resolution.
• Build strong collaborative relationships with EU sales teams, retailers, and major accounts to align supply chain support with commercial goals.
• Continuously improve the customer experience by simplifying processes, resolving service issues, and anticipating customer needs.
• Own all warehousing and domestic transport costs within the EU, ensuring cost efficiency and accurate budget control.
• Review and approve logistics invoices, investigate variances, and ensure correct cost attribution.
• Partner with finance to monitor monthly performance vs budget and identify opportunities for cost optimisation.
• Support the annual supply chain budget process for the EU, including warehousing, transport, and value-added services.
• Develop and maintain cost-to-serve models for B2B and D2C customers to understand profitability by account/channel.
• Provide monthly reporting and actionable insights on service performance and cost-to-serve.
• Identify key cost drivers and recommend corrective actions to improve efficiency and margin.
• Lead continuous improvement initiatives across EU supply chain operations to reduce inefficiencies and improve service delivery.
• Work closely with Sales, Customer Service, Finance, and Planning to support new customer onboarding and seasonal readiness.
• Own root cause analysis and action plans for SLA failures and customer complaints.
• Ensure Standard Operating Procedures (SOPs) are in place, updated, and followed across all areas of the EU customer supply chain.
• Lead and develop the EU customer supply chain team, driving a performance culture focused on ownership and accountability.
• Act as the primary point of contact for senior customer and retail stakeholders on operational matters.
• Collaborate with internal stakeholders across commercial, operations, finance, and planning to align priorities and deliver business goals.

What we need from you

• Extensive experience (8+ years) in a senior supply chain or operations role, ideally within FMCG or consumer goods.
• Proven leadership of warehousing and transport operations in a B2B and/or e-commerce environment.
• Strong financial acumen with experience in budget management and cost-to-serve modelling.
• Demonstrated ability to drive continuous improvement and operational excellence.
• Confident communicator with strong stakeholder management skills across internal and external partners.
• Experience managing third-party logistics providers in a performance-driven, SLA-focused environment.
• Familiarity with ERP, WMS, and TMS platforms.
• Strong data analysis and reporting skills.

What you will get from us

• Competitive salary and holiday allowance
• Company performance related bonus
• A pension contribution
• An exclusive staff discount
• 24/7 healthcare appointment support
• Hybrid working – 3 days in office & 2 days from home and flex start/finish times
• External private employee wellbeing support
• Access to Perkbox
• Volunteer days
• Team Recognition scheme
• Training and Development
• Holiday carry-over scheme
• Season-ticket travel loan
• Cycle to work scheme
• Parental Leave support
• Holiday trading (buy/sell) and extra holiday days for long service