Global Logistics & Customer Service Director

WHAT YOU WILL DO

Global Logistics & Customer Service Director

You own the global process standards, capability model and digital roadmap for everything between a customer order and its delivery: customer service, order-to-cash, logistics, and customs & excise. You build the frameworks and tools that help regional and local teams get there, and drive continuous improvement through clear governance.

This is a standards-and-enablement role, not an execution role. Regional Plan & Deliver directors roll out the standards and local teams run day-to-day operations. Your job is to make sure the standard is right, the capability exists to meet it, and the tools are fit for purpose. The role covers a broad portfolio of processes and is Supply Chain’s main link with Commercial on customer collaboration.

• Set the global standard: Define and maintain global process standards and minimum requirements for customer service, order-to-cash, logistics, and customs & excise. Translate external benchmarks and best practice into standards that go beyond compliance and define what excellence looks like.
• Build capability at scale: Design the capability model for these processes, including role profiles, competency levels, a learning curriculum and assessment tools. Then track how capability building progresses across the global supply chain organisation.
• Shape the digital roadmap: Act as Supply Chain’s main counterpart to the global process owners in our Business Process Excellence team. Own the functional and digital roadmap and turn functional priorities into clear tool requirements. Make sure process standards drive technology choices, not the other way around.
• Own customer collaboration: Define joint planning standards, customer scorecards and how we respond to the results of the Advantage customer survey. Work closely with Commercial and key account teams across regions.
• Govern logistics cost and compliance: Set the global method for benchmarking logistics cost, the standards for carrier performance, and risk-managed customs & excise processes.
• Drive continuous improvement. Monitor global KPIs, lead root cause analysis on systemic issues, and organise improvement cycles with regional supply chain directors and local teams.
• Lead and develop. Lead and develop your team, build a high-performance culture, and grow the next generation of process leaders.

OUR PERFECT CANDIDATE

What you bring

• A university degree in Supply Chain, Engineering, Economics or a related field. A Master's degree is a plus.
• At least 12 years of international supply chain experience, with deep expertise in customer service, order-to-cash and logistics in a complex FMCG environment.
• A proven track record of designing and implementing global process standards or capability programmes across multiple markets.
• Experience in a global function, influencing regional and local stakeholders without direct authority.
• The ability to turn technical expertise into practical, scalable frameworks, and to explain them in business language.
• Experience working with digital and technology teams on process requirements and tool governance. Knowledge of tools such as SAP, o9 or Arkieva is a plus.
• Credibility, persuasiveness and the resilience to build consensus where global standardisation meets local resistance.

You must be eligible to work in Europe. We do not support relocation.

WE OFFER