Head of Operations & Customer Fulfilment Role

HEAD OF OPERATIONS & CUSTOMER FULFILMENT ROLE

We are looking for an absolutely exceptional, top 5% Head of Operations & Customer Fulfilment, to lead our Operations and Fulfilment function.

Our Client  is East Africa's leading consumer plastics brand, and is presently undergoing a transformation to becoming a world class consumer company, which is values led, process driven, has a high performing organization and is focused on growth.

Reporting to the CEO, this role is a mission-critical role for the organization and will be a member of the senior management team.

KEY RESPONSIBILITIES

Oversee the management of customer orders, including ensuring service levels, delivery timelines, and exception management. Define target service levels and manage the delivery of Company promises.

Oversee product packaging. Together with sales & production, suggest SKU optimization.

Plan manpower to fulfil picking lists for dispatch within agreed timelines.

Oversee the logistics & delivery function. Manage delivery timelines and service levels.

Together with the Logistics Manager, oversee fleet management

Oversee the finished goods store function, and optimise warehouse management. Manage Company's overall warehousing & fulfilment strategy, including opening new locations and routes.

In this role you will be expected to identify and implement continuous improvements, both to processes and the organization, including joining special project teams from time to time.

As a member of the senior leadership team, set the overall tone for culture and performance in the company. Involvement and leadership of cross-functional projects.

SKILLS & EXPERIENCE

A track record of high-performance in a related role.

10+ years of experience managing an integrated customer service & execution function.

Experience designing, implementing, and managing a fulfilment strategy, including delivery against clearly defined service levels.

Comfortable analysing data sets and inferring meaningful information

A growth mindset we wont be immediate experts in everything we set out to do, but thats ok, as long as were learning and making progress while managing our risk.

You are a change agent, constantly pushing for better ways of doing things.

FMCG, or other mass-market consumer knowledge and experience preferred.

YOUR VALUES

We value people who are extremely ambitious and have a track record of high-performance, and are

able to continually step out of their comfort zone.

Comfort with a broad mandate, where expectations are high, but which also allows a lot of freedom to

deliver on outcomes.

A bias for action, with the ability to operate in an ambiguous environment