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About the client:It is a privately owned beauty group focused on global partnerships, licensing, and the distribution of beauty products. Founded by an experienced team, the company emphasizes sustainability and community support. Their mission is to innovate and be a top global beauty partner, combining entrepreneurial agility with best management practices. They aim to build lasting brands while giving back to people and the planet.
Job description:The Customer Operations Director leads a team of two order fulfilment coordinators, an EDI specialist and a Logistics manager with responsibility for multiple brands, including Dolce & Gabbana, Tommy Hilfiger, Florence by Mills, GAP and Elie Saab and additional future launches. The role reports to the Chief Operating Officer for NA, who has E2E responsibility for the supply chain. The role leads Order Fulfilment for all NA customers, as well as an increasing number of international customers. The role operates in close partnership with all functions, with particular focus on Sales, Finance and IT, connecting across all hierarchies within the company. The role also has financial and operational responsibility for all 3PL partners that manage our US and CAN warehousing and fulfillment.
This newly created, critical leadership role will oversee all aspects of Give Back Beauty’s processing and fulfillment operations. The primary goal of the role is to ensure that daily fulfillment processes run smoothly, resulting in efficient inventory management, high-quality service, and timely delivery to customers. The role maintains the relationships with our 3PLs to ensure synchronization of our supply chain. As the leader of this team, this role will also set the strategic vision and drive operational improvements that will progressively build a fully customer-oriented NA beauty Supply Chain.
ResponsibilitiesThis document is intended to provide an outline of the details, responsibilities and general expectations of the position and similar titles. The duties described below, however, are not all inclusive and may be adjusted as needed. Specific goals and deliverables will be defined for the role in line with the Global Operations strategic plan.
Talent ManagementGive Back Beauty is undergoing a significant transformation and continues to invest heavily in talent across all aspects of the business. This role will build a new level of Customer Operations capability and ensure that the supply chain remains a fundamental lever for success

• Provide leadership and motivation to the Order Fulfilment team for effective delivery of business goals
• Attract, develop, retain and motivate employees to deliver targets and strengthen their capability and help them to live and breathe Give Back Beauty values along with compliance to all relevant policies, procedures and regulations
• Embed a mindset of continuous improvement through the deployment of lean tools & techniques
• Role model dynamic feedback to drive professional development

Order Fulfillment ManagementAs the business continues to drive aggressive expansion and customer & consumer expectations accelerate, the role of Customer Operations grows in its critical importance to Give Back Beauty

• Develop and execute strategies for seamless order fulfillment across full order lifecycle, including order receipt, fulfilment, shipment, billing and returns management
• Oversee warehouse operations, inventory planning & quality control with our 3PL partners
• Monitor key performance indicators (KPIs) related to product availability, SLA conformance and 3PL effectiveness and provide dynamic information to the Sales team to enable realistic in-month performance tracking
• Partner with key retail customers to ensure that GBB and 3PL performance and capabilities are aligned to meet their current and future needs
• Optimize processes to improve speed and accuracy in fulfillment
• Collaborate with 3PL partners and senior management to align fulfillment with overall business goals
• Track order management KPIs, including order processing time, order accuracy & delivery performance to drive improvement
• Track customer performance and monitor chargebacks to identify actions to prevent or mitigate future risks
• Build competence in EDI operations and the effective setup of new customers or partners
• Partner with Sales and Finance to ensure effective maintenance of accurate and complete customer product catalogues and pricing
• Develop scalable business processes to handle increasing order volumes
• Prepare the foundations of Order Fulfilment to enable an effective transition from NetSuite into Microsoft Dynami

Sales & Operations PlanningGive Back Beauty is rebuilding its S&OP process, in line with industry best practice. This role supports both the Supply Management Review element of the cycle by ensuring transparency of customer fill rates and our 3PL performance enabling effective gap identification & closure for the relevant brands

• Transparency of current and past customer service delivery and reason coding of deviation from target
• Transparency of 3PL performance in cost & delivery and reason coding of deviation from target
• Early identification of risks and opportunities, together with effective mitigation & execution plans
• Drive cross-functional alignment on growth commitments with our customers and 3PLs, working in collaboration with our Sales, Marketing and Finance teams
• Effective launch of new brands, new products and channel expansion through effective system set- up and translation of customer needs into 3PL SLAs and internal team readiness

Customer & 3PL PartnershipOne of Give Back Beauty’s unique capabilities is its network of customers and its choice of 3PL partners. This role ensures the effective joint planning and alignment across this community

• Enact effective customer & 3PL performance reviews and joint business planning to identify & mitigate service, growth or costs risks and drive opportunities for improvement
• Develop and maintain strategic road maps for each key customer and drive improvement within this framework
• Conduct a full network review of our warehousing and fulfilment partners and develop and enact a new 3-5 years strategy and supporting business case, including vendor selection, RFP and transition planning, if appropriate.

Requirements:

• Bachelor’s degree in related fields such as Supply Chain, Operations Management or Engineering
• Strongly empathic & empowering leader with experience of customer operations, fulfilment, delivery and 3PL management
• Minimum 7 years of experience in Beauty, FMCG or related field
• Ability to thrive in a fast paced, collaborative environment and communicate at a high level across multiple functions
• Demonstrated leadership experience in at least one or more of the following areas: Order Fulfilment, Logistics, Supply Chain, Customer Operations
• Strong knowledge of NA customers & their operational requirements and needs
• Proven capability in 3PL network design, vendor selection and transition management
• Beauty manufacturing experience (color cosmetics or fragrance highly preferred) for FG sourcing would be interesting
• Thorough understanding of E2E supply chain management from component sourcing through to customer delivery
• Proven ability to manage change, ability to work across global boundaries and borders, and strong decision-making
• Ability to travel 20% domestically and potentially internationally
• Experience working with NA customers and 3PLs
• Experience in distributing Color Cosmetics & Beauty products in complex supply chains
• Experience of planning in high growth categories with extensive innovation

Skills & Competencies

• Strong analytical skills and data-oriented; strategic thinker and highly effective problem-solver
• Able to cope with uncertainty and handle change
• Naturally resilient
• Highly structured in problem identification, root causing and solution development
• Proven ability to design and effect process improvement with measurable business results
• Demonstrated expertise in system migration, with expert knowledge of NetSuite &/or Microsoft Dynamics
• Able to converse across organization, functions and hierarchies
• High proficiency in excel and reporting/visualization tools (PowerBI/Tableau)
• Excellent verbal and written communication skills and ability to influence and educate, with a hands-on approach
• Proficient in MS Office (Excel, Power Point, Word, Visio), ERP, MRP and visualization & reporting tools