IBP Manager

Product Manager (Pharma)

Head of HSE, Horn of Africa

Area Sales Manager

Area Sales Manager - Europe

Customer Quality Engineer

Team Lead - Global Trade Compliance

Customer Service Manager

Customer Service Advisor (Senior Analyst)

Customer Service Associate Manager

Responsibilities: Demand planning &amp; operations <ul><li>Owns the demand planning process, ensuring that it happens on a timely basis and all parties are compliant with the process.</li><li>Partner with the commercial teams to understand and drive key requirements along with timely visibility of opportunities and risks enabling timely decisions.</li><li>Manage the day-to-day relationship with the distributors from a planning point of view.</li><li>Responsible for delivering orders on time, forecast accuracy, OTIF and IBP KPIs. IBP process &amp; maturity progress</li><li>Work closely with IBP director on process maturity and IBP cycle</li><li>Implement it through process, tools, leadership, change management Partner with other functions in the Long-Term Planning</li><li>Supervise building blocks creation and work closely with finance during the budgeting process (Commercial, Supply &amp; Financial)</li><li>Proactive management of gaps &amp; risks/opps, follow thru to capture full value of initiatives or gaps Take part in IBP Monthly and Quarterly Operational Disciplines aligned to Playbook</li><li>Gap Management: Ensure monthly cadence, and bring one number across the system, identify gaps &amp; risks/opps, monthly review of KPI’s and improvement actions</li><li>S&amp;OE: enable S&amp;OE discipline with Demand and Customer Development leadership – ensuring visibility and action plans for sales and demand, connecting with Finance</li><li>Reconcile variables between Gap and S&amp;OE</li><li>Drive alignment to a single number signed off by country manager</li><li>As the IBP manager, you will lead the end-to-end planning of the entire portfolio for GULF markets from a demand and S&amp;OP perspective.</li><li>You will also be responsible to provide the commercial and finance teams with the right visibility of forecasts, opportunities, and risks so that the business can make informed decisions.</li><li>You will be key to drive a culture of growth and excellence, discipline, and accountability for the business objectives; promoting behaviors that support a one team approach to business planning.</li><li>The individual has an integrated perspective of the business, connecting dots and challenging solutions to ensure strategic alignment with the delivery of short- and long-term objectives with focus on E2E execution excellence.</li></ul> Requirements: <ul><li>Preferably Masters Degree in a Business/ Finance/ Engineering/ Bus-Related field</li><li>Must have commercial understanding – 1-2 yrs in customer facing role in Supply/Commercial</li><li>Experience in S&amp;OP or IBP process: Building fact-based plans or working with demand signals to optimize results in the market: 4-5 years minimum</li><li>English proficiency</li><li>Upto 7 years of related work experience in FMCG</li><li>Capabilities needed of leadership, structured and critical thinking, clear communication, and people skills, analytical</li></ul>

Overview: <ul><li>We are seeking a dynamic and results-driven Product Manager to join our team.&nbsp;</li><li>This position will play a key role in the development, launch, and lifecycle management of products. The ideal candidate with have a strong understanding of the pharmaceutical industry, market trends, and regulatory processes, along with excellent strategic and communication skills.</li></ul> Responsibilities: Product Strategy &amp; Development: <ul><li>Define and execute the product strategy for assigned therapeutic areas/products.</li><li>Work cross-functionally with internal teams to ensure product development and delivery aligns with market needs.</li><li>Lead the creation and execution of product launch plans, ensuring timely market&nbsp;</li><li>entry.</li></ul> Market Research &amp; Analysis: <ul><li>Conduct market analysis to identify customer needs, competitor products, and emerging trends within the pharmaceutical industry.</li><li>Analyze clinical trial data and product performance to provide insights for product positioning and lifecycle management.</li></ul> Cross-functional Collaboration: <ul><li>Collaborate with Sales and Marketing teams to develop promotional strategies and sales tools for product launches.</li><li>Work closely with regulatory affairs to ensure compliance with local and global regulations.</li></ul> Lifecycle Management: <ul><li>Develop and execute product lifecycle management plans, including post-launch support, updates, and potential product enhancements.</li><li>Monitor product performance and provide recommendations for improvements or&nbsp;</li></ul> Stakeholder Communication: <ul><li>Serve as the product expert and primary point of contact for internal stakeholders regarding product details, progress, and updates.</li><li>Communicate product strategies and key milestones to senior leadership, ensuring&nbsp;alignment with organizational goals.</li></ul> Financial &amp; Budget Oversight: <ul><li>Prepare and manage product budgets, ensuring efficient resource allocation.</li><li>Track and report on product financial performance, including sales forecasts, market share, and ROI.</li></ul> ﻿Requirements: <ul><li>Bachelor’s degree in Pharmacy, Life Sciences, Business, or related field&nbsp;</li><li>3-5 years of experience in product management, preferably within the pharmaceutical or&nbsp;</li><li>healthcare industry.</li><li>Proven track record of successfully launching and managing pharmaceutical products.</li><li>Excellent strategic thinking, problem-solving, and decision-making abilities.</li><li>Strong communication and interpersonal skills, with the ability to collaborate across diverse&nbsp;</li><li>teams.</li><li>Ability to analyze data, forecast trends, and translate insights into actionable strategies.</li><li>Experience with lifecycle management and managing product P&amp;L is highly desirable.</li></ul>

Role Description: <ul><li>To ensure that work processes are implemented as designed and comply with established policies, processes, and procedures.</li><li>Ensure compliance with both standard and regulatory requirements as relevant for all entities in the Horn of Africa.</li></ul> Responsibilities: <ul><li>Play a lead role in promoting and developing safe work culture that embraces zero harm through health, safety and environmental awareness by stimulating active involvement and interaction at all organizational levels.</li><li>Maintain the safety standards to be in compliance with company HSE policies and countries legislations.</li><li>Collate and analyse data for trend analysis &amp; statistics at regular intervals to achieve continual improvement on all aspects of HSE and related training of personnel.</li><li>Involve in high level investigation &amp; Investigate accidents effectively and determine root cause analysis along with project clients.</li><li>Identify and act upon opportunities for improvement to safety related matters.</li><li>Liaise with project managers / client / stakeholders as deemed necessary for discussion on project safety matters and resolve issues.</li><li>Drive and support the business in implementing HSE standards for contracts and suppliers through the HSE team in each business unit.</li><li>Provide advice and support to line management for conducting risk assessments and ensuring that operational risks are proactively and appropriately managed.</li><li>Overview and ensure proper adherence to ICAM procedure for incident investigations and implement effective control measures for closure of the gaps identified to prevent recurrence.</li><li>Evaluate and ensure emergency response preparedness through regular emergency mock drills and upkeep of the emergency response procedures.</li></ul> Requirements: <ul><li>Post Graduate qualification in Safety with at least 15 yrs work experience in the field of Safety Management and Training; OR</li><li>Graduate in any field with Diploma in Industrial Safety with at least 10 yrs work experience in Safety Management and Training; OR</li><li>Knowledge of ISO and other International Standards related to Quality, Environment and Occupational Health &amp; Safety</li><li>Lead Auditor certification in Quality Management System</li><li>Computer literate in Microsoft Office applications</li><li>Very good communication in English 	</li></ul>

Overview: <ul><li>Oversee sales operations across multiple assigned countries, catering to a diverse portfolio of accounts, ranging from small and medium enterprises to larger clients.</li><li>Expand the customer base through proactive prospecting and business development, with a primary focus on small and medium-sized accounts in Pharma &amp; Nutra segment.</li></ul> Responsibilities: Strategic Planning and Execution: <ul><li>Design and implement pricing strategies tailored to accounts and key customers.</li><li>Identify and prioritize market-focused products to drive value growth for the organization.</li><li>Develop a deep understanding of the needs and expectations of accounts and key customers.</li><li>Craft a Key Account Management strategy aligned with Packaging Materials overarching business objectives.</li></ul> Core Functional Responsibilities: <ul><li>Develop the annual budget in collaboration with sales leaders, ensuring achievement of targeted sales volume and value.</li><li>Plan and conduct proactive customer visits and meetings to deepen understanding of customer requirements and build strong relationships.</li><li>Provide timely techno-commercial information and clarifications to address customer inquiries.</li><li>Regularly update customers on new product offerings and enhancements in the product range.</li><li>Devise alternative solutions to address supply challenges for specific orders.</li><li>Identify and pursue potential business opportunities, converting them into sustained revenue streams.</li><li>Implement corrective and preventive actions to resolve and avoid customer complaints effectively.</li><li>Recommend pricing strategies tailored to customer needs, ensuring approval and seamless implementation.</li><li>Gather and analyze customer and competitor data, including pricing, credit terms, volumes, business share, and quality assessments.</li><li>Maintain the budgeted ASP (Average Selling Price) to achieve the overall contribution outlined in the budget.</li></ul> Internal Process: <ul><li>Develop detailed, customer-specific plans to achieve targeted price realization and contribution.</li><li>Ensure timely collection of payments from customers in alignment with agreed terms.</li><li>Coordinate with the Group Sales team to promote combo deals, fostering deeper customer relationships.</li><li>Work closely with internal stakeholders across Films &amp; Foils to ensure seamless fulfillment of customer requirements.</li></ul> Key Result Areas: <ul><li>Improvement in Share of wallet of all Accounts.</li><li>Achieve Budgeted Sales value, volume and ASP’s for the allotted markets</li><li>Achieve Budgeted business growth in New products in the allotted markets</li><li>Achieve Budgeted DSO’s for the allotted Accounts.</li><li>Customer retention rate</li><li>Net Promoter Score</li></ul> Key Interfaces: Internal Interfaces <ul><li>Sales &amp; Marketing</li><li>CEOs Office</li><li>Strategy</li><li>SCM</li><li>Operations</li><li>Quality</li><li>Development &amp; Technology</li><li>Finance</li><li>HR &amp; Admin&nbsp;&nbsp;&nbsp;</li></ul> External Interfaces: <ul><li>Customers</li><li>Agents/ Distributors</li><li>Corporate Marketing</li></ul> Requirements: Education: <ul><li>Bachelors Degree preferably in Business Administration, Marketing, Engineering or a related field.&nbsp;&nbsp;&nbsp;&nbsp;</li><li>Master’s Degree in Business Administration (MBA) with a specialization in Sales, Marketing, or Strategy would be deisred.</li><li>OR Relevant experience or certifications in Key Account Management, Sales Leadership, or Market Analysis (e.g., Certified Key Account Manager, Sales Management Certification).</li></ul> Experience: <ul><li>5–8 years of experience in Sales or Business Development, preferably in the packaging, manufacturing, pharmaceutical, or related B2B sectors. Familiarity with the markets, including regional business practices and customer preferences.</li><li>Experience in techno-commercial roles, with the ability to understand and communicate technical product specifications and benefits and demonstrated success in handling cross-border sales and navigating regulatory requirements in the assigned regions would be deisred.</li><li>Experience working with multi-cultural teams and customers across the assigned territories.</li></ul>

Responsibilities: <ul><li>Strategic Planning and Execution</li><li>Design and implement pricing strategies tailored to accounts and key customers.</li><li>Identify and prioritize market-focused products to drive value growth for the organization.</li><li>Develop a deep understanding of the needs and expectations of accounts and key customers.</li><li>Craft a Key Account Management strategy aligned with our client Packaging Materials overarching business objectives.&nbsp;</li></ul> Core Functional Responsibilities <ul><li>Develop the annual budget in collaboration with sales leaders, ensuring achievement of targeted sales volume and value.</li><li>Plan and conduct proactive customer visits and meetings to deepen understanding of customer requirements and build strong relationships.</li><li>Provide timely techno-commercial information and clarifications to address customer inquiries.</li><li>Regularly update customers on new product offerings and enhancements in the product range.</li><li>Devise alternative solutions to address supply challenges for specific orders.</li><li>Identify and pursue potential business opportunities, converting them into sustained revenue streams.</li><li>Implement corrective and preventive actions to resolve and avoid customer complaints effectively.</li><li>Recommend pricing strategies tailored to customer needs, ensuring approval and seamless implementation.</li><li>Gather and analyze customer and competitor data, including pricing, credit terms, volumes, business share, and quality assessments.</li><li>Maintain the budgeted ASP (Average Selling Price) to achieve the overall contribution outlined in the budget. Internal Process</li><li>Develop detailed, customer-specific plans to achieve targeted price realization and contribution. Ensure timely collection of payments from customers in alignment with agreed terms.</li><li>Coordinate with the Group Sales team to promote combo deals, fostering deeper customer relationships.</li><li>Work closely with internal stakeholders across our client Films &amp; Foils to ensure seamless fulfillment of customer requirements.</li></ul> Key Result Areas <ul><li>Improvement in Share of wallet of all Accounts.</li><li>Achieve Budgeted Sales value, volume and ASP’s for the allotted markets.</li><li>Achieve Budgeted business growth in New products in the allotted markets.</li><li>Achieve Budgeted DSO’s for the allotted Accounts</li><li>Customer retention rate.</li><li>Net Promoter Score.</li><li>Improvement in Share of wallet of all Accounts.</li><li>Achieve Budgeted Sales value, volume and ASP’s for the allotted markets.</li><li>Achieve Budgeted business growth in New products in the allotted markets.</li><li>Achieve Budgeted DSO’s for the allotted Accounts.&nbsp;</li><li>Customer retention rate.</li><li>Net Promoter Score</li></ul> Requirements: <ul><li>Bachelors Degree preferably in Business Administration, Marketing, Engineering or a related field.</li><li>Master’s Degree in Business Administration (MBA) with a specialization in Sales, Marketing, or Strategy.</li><li>OR Relevant experience or certifications in Key Account Management, Sales Leadership, or Market Analysis (e.g., Certified Key Account Manager, Sales Management Certification).</li><li>5–8 years of experience in Sales or Business Development, preferably in the packaging, manufacturing, pharmaceutical, or related B2B sectors.</li><li>Familiarity with the markets, including regional business&nbsp;</li><li>Experience working with multi-cultural teams and customers across the assigned territories.</li><li>Experience in techno-commercial roles, with the ability to understand and communicate technical product specifications and benefits.</li><li>Demonstrated success in handling cross-border&nbsp;</li></ul> Other Locations: <ul><li>United Kingdom (LONDON), IRELAND, NETHERLANDS, BELGIUM, LUXEMBOURG</li></ul>

Responsibilities: <ul><li>Quality point of contact for assigned Southeast Asia customer accounts.</li><li>Provide the Voice of the Customer feedback to product management, product engineering and manufacturing locations for characteristics that can become quality or application risks to the customer.</li><li>Manages Quality / Reliability interactions with the customer, including regular communication and escalations.&nbsp;</li><li>Provides technical support in evaluating products from a quality and reliability standpoint.</li><li>Leads cross-functional problem-solving teams to investigate quality issues and minimize customer impact, Company PPM, cost of poor quality and drive timely resolution.</li><li>nfluences without authority in efforts to achieve 5D/8D response time within 10 business days or less.&nbsp;</li><li>Responsible for coordinating and ensuring completion of customer quality requested activities across design and manufacturing. This includes coordinating globally for all sites, factories, and associated teams within company.&nbsp;</li><li>Carries out the customer quality improvement strategy.</li><li>Ensures compliance to company quality policies and procedures related to customer requirements.</li><li>Partners closely with sales, engineering, and operations to ensure organizational alignment regarding setting targets and achieving quality objectives for our customers.</li><li>Partners with engineering and sales to establish trust with our customers by sharing our DND strategic quality roadmap as well as resolving problems in a timely manner.</li><li>Regularly conducts reviews with key customers regarding DNDs quality &amp; delivery performance.</li><li>Drives systemic corrective action and continual improvement for customers through training and implementation and use an array of quality improvement tools.</li><li>Regularly reports to management on the overall performance and effectiveness of the assigned strategic customer account.</li><li>Manage quality issues or inquiries for parts in assigned Global Product Lines. The parts may be made at a company facility or at a sub-tier supplier.&nbsp;</li><li>Supports the MRB team functions for disposition of non-conforming products.</li><li>Visit local customers and travel within Southeast Asia to customer locations to review company product and application as it is being used by the customer and to foster productive working relationships.</li><li>Conduct audits at manufacturing sites and attend to customer audits.&nbsp;</li><li>Work with DC, Planner, Sales &amp; CCP on block stock &amp; RMA return.</li><li>Coordinate onsite sorting at customer site with Sales, Planner &amp; CCP.</li><li>Coordinate RMA request &amp; return with manufacturing.</li></ul> Requirements: <ul><li>Bachelor Degree in Engineering with technical focus.</li><li>5+ years minimum quality assurance experience working in a global capacity.</li><li>Preferred customer quality experience in the electronics industry.</li><li>Demonstrated ability to lead teams, forge strong internal relationships, and drive transformation globally.</li><li>Knowledge and application of quality system regulations (ISO 9000, 14000 and 18000).</li><li>Experienced in the use of Lean, Six Sigma, Kaizen, 8D and other advanced statistical methods including Design of Experiments (DOE), Statistical Process Control (SPC), and Process Capability (CpK) techniques.</li><li>Possesses strong leadership skills and executive level presence.</li><li>Self-motivated, efficient, ability to work with little or no supervision, and committed to a team approach.</li><li>Strong interpersonal, organization, and project management skills.</li><li>Ability to prioritize responsibilities in a fast-paced work environment.</li><li>May require travel to customers and other company locations, including overnight and multi-day trips.</li><li>Experience in core processes such as stamping, molding, plating and assembly preferred.</li></ul>

Responsibilities: Trade Compliance Activities in the BU: <ul><li>Execute trade operations and provide compliance oversight for the assigned BU to ensure compliance with import/export laws and regulations in UK, US &amp; Indian SCOMET Export Controls</li><li>Maintain trade operations and compliance activities in accordance with policies, procedures, and controls, in collaboration with&nbsp;</li></ul> key stakeholders throughout the BU: <ul><li>Act as a point of contact for BU stakeholders on trade-related matters.</li><li>Work with BU stakeholders and counsel to understand business changes and develop trade-related solutions/strategies and controls to ensure compliance</li><li>Maintain BU-level Key Performance Indicators (KPIs) and reporting to ensure efficiency and effectiveness of the operations</li><li>Partner with Trade Compliance Professionals and Stakeholders across the Enterprise</li><li>Partner with GTS Governance to monitor trade compliance regulatory and legislative changes, assess the potential impact to the BU, and determine the necessary actions and communications to the appropriate stakeholders</li><li>Work with GTS Governance teams to conduct trade compliance audits and oversee corrective action plans</li><li>Partner with GTS Governance to develop and administer effective trade compliance training as required throughout the region and organization&nbsp;</li><li>Ensure appropriate utilization of the GTS Operations Service Centre for product classification (import and export), restricted party screening, and duty savings compliance, and otherwise ensure proper country of origin determination, valuation, and admissibility</li><li>Work with the Operational Service Centres to identify, evaluate and administer opportunities to facilitate trade in a cost-effective and compliant manner (e.g. make use of applicable Free Trade Agreements, Duty Drawback, First Sale for Export, Foreign Trade Zones, etc.)&nbsp;</li><li>Establish and maintain relationships with internal functions, including corporate functions, to encourage awareness of global trade compliance issues, pro-actively identify trade risk and threats, and develop appropriate trade compliance controls</li></ul> Talent Development &amp; Leadership: <ul><li>Create a culture of engagement and performance in alignment with core values&nbsp;</li><li>Lead by example and act with empathy</li></ul> Requirements: <ul><li>Experience in UK, US &amp; Indian SCOMET Export Controls</li><li>SAP &amp; GTS experience</li><li>Customs Compliance experience</li><li>Management of a team</li><li>Success in the role requires strong analytical and creative problem-solving skills, highly developed oral and written communication skills, and the ability to work with interdisciplinary teams (internal and external) to drive issues and projects to conclusion.&nbsp;&nbsp;</li></ul> In addition, successful candidate will have the following qualifications, experience, and skills: <ul><li>Bachelors degree required (international business, supply chain, law, or related field)</li><li>3+ years’ experience in global trade compliance</li><li>Functional knowledge of import and export regulations and familiarity with customs practices in countries across the region</li><li>Proven ability to work with variety of business groups, including supply chain, legal, procurement and finance</li><li>Ability to foster teamwork and internal and external relationships</li><li>Excellent organizational habits and priority management&nbsp;</li><li>Customer focused with a commitment to quality</li><li>Travel may be necessary in fulfillment of responsibilities</li></ul>

Responsibilities: Strategic Leadership and Team Development:&nbsp; <ul><li>Lead, mentor, and manage a team of up to 5-8 Analysts, Specialists, and Associate Managers.&nbsp;</li><li>Build a culture of high performance, ensuring team engagement, development, and retention to meet organizational goals.</li></ul> Customer and Stakeholder Collaboration:&nbsp; <ul><li>Serve as a strategic partner for key internal and external stakeholders, including Sales, Supply Chain, and Distribution leaders, to resolve escalated customer service issues and deliver seamless order-to-delivery (OTD) solutions.</li></ul> Operational Excellence and Process Improvement:&nbsp; <ul><li>Drive initiatives that enhance efficiency and reduce costs across customer service operations.&nbsp;</li><li>Implement continuous improvement strategies using methodologies like Six Sigma or LEAN while ensuring compliance with organizational policies, including GAAP and SOX requirements.</li></ul> Data-Driven Decision Making:&nbsp; <ul><li>Analyze KPIs, SLAs, and service metrics to identify trends, assess performance, and develop strategies to optimize customer service and supply chain operations.</li></ul> Strategic Planning and Execution:&nbsp; <ul><li>Collaborate with senior leadership to design and execute strategic customer service plans aligned with Kellanova’s broader business objectives.&nbsp;</li><li>Partner with third-party service providers to promote operational effectiveness and supply chain efficiency.</li></ul> Requirements:﻿﻿ <ul><li>Bachelor’s degree required, with at least two-three years of experience in customer service, supply chain, or a related field.</li><li>Prior experience in a leadership role is essential.</li><li>Strong track record of managing and developing high-performing teams, fostering a culture of accountability, and driving employee engagement.</li><li>Advanced proficiency in ERP systems (e.g., SAP) and Microsoft Office, with a solid understanding of order-to-delivery and supply chain operations.</li><li>Ability to analyze complex data, identify trends, and develop innovative, data-driven solutions to address customer service challenges and improve processes.</li><li>Exceptional verbal and written communication skills in English, with experience working effectively across functions, regions and presenting to senior leadership.</li><li>Expertise in implementing continuous improvement initiatives using Six Sigma, LEAN, or similar methodologies to achieve operational efficiencies and cost reductions.</li><li>Strong organizational skills with the ability to prioritize and manage multiple initiatives, consistently meeting deadlines and exceeding performance objectives.</li></ul>

Responsibilities: <ul><li>Customer Management and Service Excellence: Act as the primary point of contact for assigned complex, high-priority accounts, ensuring consistent and reliable performance. Manage customer situations, including escalations, from order placement to order delivery while proactively identifying and resolving issues to enhance the customer experience.</li><li>Process Optimization and Problem Resolution: Analyze trends and conduct root cause analyses to address pricing discrepancies, OS&amp;D, and returns. Use tools like SAP, Microsoft Excel and Celonis to drive process efficiencies and implement continuous improvement initiatives.</li><li>Strategic Collaboration and Stakeholder Engagement: Partner with internal and external stakeholders, including supply chain, finance, sales teams, brokers, IT, and transportation carriers, to resolve logistical challenges and enhance the overall customer experience.</li><li>Performance Monitoring and Analytics: Use data-driven insights to evaluate and improve order management processes. Develop and present analytics-based recommendations to sales partners and customers, ensuring adherence to service-level agreements (SLAs) and key performance indicators (KPIs), and internal policies, including GAAP, SOX, and audit requirements.</li><li>Capability Building and Leadership: Lead special projects and continuous improvement initiatives to drive innovation within the order management process. Build individual skills through training and participate in pilots, system testing, and service rehearsals before implementing major changes.</li><li>Manage high-priority customer accounts, ensuring orders are processed correctly.</li><li>Analyze customer issues and provide solutions to prevent recurring problems.</li><li>Work closely with Sales &amp; Finance to resolve pricing, invoicing, and payment discrepancies.</li><li>Support continuous improvement projects and process automation.</li><li>Use SAP &amp; Celonis to track performance and identify trends.</li></ul> Requirements: <ul><li>Bachelor’s degree in Business Administration, Logistics, or a related field.</li><li>Proven ability to manage complex, high-priority accounts while building and maintaining strong relationships with internal and external stakeholders.</li><li>Proficiency in ERP systems (e.g., SAP) and Microsoft Office, with demonstrated ability to leverage data for trend analysis and process optimization.</li><li>Analytical and root cause analysis skills to identify and resolve challenges in order management processes.</li><li>Excellent verbal and written communication skills with the ability to present insights and lead cross-functional projects or initiatives.</li><li>Strong time management skills with the ability to manage competing priorities and consistently meet or exceed performance objectives.</li><li>Advanced English level is mandatory, as this role provides services to US.</li></ul>

Responsibilities: <ul><li>Leadership and Team Management: Lead, mentor, and engage in a team of 3-5 Analysts and Senior Analysts. Drive a high-performance culture through coaching, feedback, and development, ensuring strong team engagement and retention.</li><li>Track and analyze KPIs, SLAs, and team performance metrics, using insights to drive improvements in quality, efficiency, and customer experience.</li><li>Customer and Stakeholder Collaboration: Build strong relationships with internal and external stakeholders, including senior leadership, supply chain, and sales partners, to identify trends and resolve escalated issues.</li><li>Serve as the key point of contact for critical customer service challenges.</li><li>Process Optimization and Continuous Improvement: Proactively identify trends and inefficiencies in the order-to-delivery (OTD) process. </li><li>Leverage analytics and tools like SAP to implement process improvements that enhance customer satisfaction and reduce costs.</li><li>Lead and participate in special projects, system testing, and process pilots to support OTD innovation. Identify and implement new tools and methodologies to enhance operational efficiency.</li><li>Data-Driven Insights and Problem Solving: Analyze complex data to uncover actionable insights and present recommendations to leadership and customers.</li><li>Ensure compliance with policies, including GAAP and SOX, while driving OTD performance metrics.</li><li>Customer-Centered Culture: Foster a service-oriented mindset across the team by championing proactive communication, anticipating customer needs, and delivering innovative solutions that align with business goals.</li><li>Lead a small team, ensuring high performance and engagement.</li><li>Serve as the escalation point for complex order-to-delivery (OTD) issues.</li><li>Track KPIs &amp; analyze trends to improve service quality.</li><li>Identify continuous improvement opportunities (LEAN, process automation).</li><li>Work with internal &amp; external stakeholders to optimize customer service operations.</li></ul> Requirements: <ul><li>Bachelor’s degree required, with supervisory experience managing teams and customer relationships.</li><li>Experience analyzing complex datasets, identifying trends, and presenting actionable insights. Proficient in ERP systems (e.g., SAP) and Microsoft Office, with a solid understanding of order-to-delivery and supply chain operations.</li><li>Demonstrated ability to lead and develop teams, with a focus on engagement, retention, and high performance.</li><li>Strong collaboration and relationship-building skills with customers and cross-functional teams. </li><li>Experience handling escalated customer issues is essential.</li><li>Knowledge in implementing continuous improvement initiatives using Six Sigma, LEAN, or similar methodologies to achieve operational efficiencies and cost reductions.</li><li>Fluent level of English is mandatory with exceptional verbal and written communication skills</li><li>Strong organizational and time management skills, with the ability to prioritize competing demands and deliver results in a dynamic, fast-paced environment.&nbsp;</li></ul>

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96 leadership Jobs found

IBP Manager

Product Manager (Pharma)

Head of HSE, Horn of Africa

Area Sales Manager

Area Sales Manager - Europe

Customer Quality Engineer

Team Lead - Global Trade Compliance

Customer Service Manager

Customer Service Advisor (Senior Analyst)

Customer Service Associate Manager

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Skills

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96 leadership Jobs found

IBP Manager

Product Manager (Pharma)

Head of HSE, Horn of Africa

Area Sales Manager

Area Sales Manager - Europe

Customer Quality Engineer

Team Lead - Global Trade Compliance

Customer Service Manager

Customer Service Advisor (Senior Analyst)

Customer Service Associate Manager

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WhiteCrow is on a mission to connect companies with the best talent across the globe.