Senior Manager, Global Fulfillment CoE/BPO - Customer Service & Analytics

ing across Customer Service & Fulfillment in each region. The Global S&OP and Fulfilment Center of Excellence (CoE) is essential to the development and implementation of this business transformation program. The Sr Manager, Global Fulfillment CoE/BPO - Customer Service & Analytics is a critical role for this function.

The Sr. Manager, Global Fulfilment CoE/BPO - Customer Service & Analytics is a manager-level position who has experience in leading Global Order-to-Cash implementations with specific expertise in Customer Service & Collaboration best practices. This position will be accountable for managing the implementation of the Global Fulfillment Program to drive continuous improvement and operational excellence. This position is the key interface with Regional Leadership to ensure mutual alignment between the Regions and the Global CoE. In addition, this position must be knowledgeable in Customer Service and Customer Collaboration best practices.

The Sr Manager, Global Fulfilment CoE/BPO - Customer Service & Analytics will collaborate with the Customer Fulfillment Leadership as well as key Finance & Commercial Sales leaders in the BUs to define and manage the implementation of the business transformation program. This position will have shared goals, business metrics and KPIs with the Customer Fulfillment Leadership in all regions. These goals, business metrics and KPIs will be defined in the agreed-to Global Supply Chain Planning and Fulfillment Process transformation roadmap.

Key Responsibilities Include the Following

• Customer Service & Collaboration Transformation Roadmap: Support the multi-year transformation roadmap to implement external best practices in collaboration with regional Customer Fulfillment Leadership based on business criticality, organizational readiness, & resource availability. Incorporate the feedback from the regions into the design process to ensure the Blueprint is technically feasible, globally. The roadmap will encompass cross-functional projects that cover:

  • Process implementation, improvements, & governance based on insights from KPIs and external best practices; applied to both internal & external processes (i.e. customer facing vs. internal stakeholders); define master data standards & governance to drive sustained accountability
  • Systems functionality driven by a globally consistent process design and knowledge of advancements in digital technology
  • Organization change management defining new ways of working, talent development & training content based on the implementation of process and system improvements

• Program Management & Execution: Collaborating with Customer Fulfillment leadership in the regions to manage the implementation of Customer Service & Collaboration specific projects. Provide regular updates on these projects to the CoE and the Regional leadership teams.

• Best Practices & External Benchmarking: Developing & leveraging a professional network to identify best practices as an essential approach to continuously improve Suntory Global Spirits' Customer Service & Collaboration capabilities globally. Assess Suntory Global Spirits' capabilities against external benchmarks as a critical input to drive continuous improvement.

• Internal & External Analytics: Collaborate with Customer Fulfillment Leadership, BU Commercial Sales and IT in the development of advanced analytics capabilities supporting the enablement of Customer Collaboration & proactive management of the full Order-to-Cash process to maximize service excellence.

• Business Process Ownership: Lead & support Suntory Global Spirits' Order-to-Cash process design and technology, including standard definition of KPIs and metrics.

• Continuous Improvement: Leveraging business metrics and KPIs to define improvement opportunities. Support development of the business case required for project approval, which will include IT and resource investments.

This position will report to the Director, Global Fulfilment CoE/BPO - Customer Service & Analytics.

Major Interfaces

• Customer Fulfillment Leaders in each region

• Regional S&OP and S&OE Leadership

• Regional Commercial Sales Leaders & Market Readiness

• Regional and BU Finance Leaders

• Regional and BU Supply Chain Leaders

• Regional and BU HR Leaders

• IT Leaders for Finance and Marketing & Commercial Sales

Qualifications

• 5-7 years of demonstrated operational performance in Customer Service teams for a CPG or Spirits company

• Demonstrated performance in leading business transformation projects specific to Customer Fulfillment

• Experience with Salesforce, SAP ECC and SAP APO required, S/4 HANA preferred

• Strong knowledge in Digital Technology

• Strong knowledge in Order-to-Cash best practices and proven application of these practices

• Demonstrated performance in leading Order-to-Cash continuous improvement

• Demonstrated focus on team goals vs individual accomplishments - "we over me"

• Comfortable navigating high change, unstructured environments that require creative approaches to influence and communicate to a broad base of cross-functional stakeholders and peers with varying stakeholder needs

• Strong leadership qualities and organizational skills with the ability to adapt quickly to changing priorities and assignments

• Excellent interpersonal skills

  • Highly collaborative and skilled in development of business partnerships
  • Strong verbal and written communications
  • Highly effective conflict resolution
  • Strong analytical and problem-solving skills
  • Exceptional facilitation skills

• Demonstrated flexibility in easily moving between strategic thinking and tactical execution

• Advanced skills in PowerPoint and Excel

• Master's degree in Operations Research or Business Administration preferred

• Travel approx. 10-15%

The salary range for this role, based in Chicago, is $112,000-$140,000 along with an annual bonus, 401K match, profit sharing, and medical and wellness benefits. The salary range is commensurate with the candidate's location, experience, and skillset. The range will vary if outside of this location.

At Suntory Global Spirits, people are our number one priority, and we believe our people grow together in diverse and inclusive environments where their unique insights, experiences and backgrounds are valued and respected. Suntory Global Spirits is committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, military veteran status and all other characteristics, attributes or choices protected by law. All recruitment and hiring decisions are based on an applicant's skills and experience.

Nearest Major Market: Chicago
Job Segment: Supply Chain Manager, BPO, Supply Chain, Outside Sales, ERP, Operations, Sales, Technology