Head of Customer Supply Excellence, Essential Home

We are Reckitt:

Home to the world's best loved and trusted hygiene, health, and nutrition brands. Our purpose defines why we exist: to protect, heal and nurture in the relentless pursuit of a cleaner, healthier world. We are a global team united by this purpose.
Join us in our fight to make access to the highest quality hygiene, wellness, and nourishment a right and not a privilege.

About the role:

As the Head of Customer Excellence, you will be responsible for defining and developing global standards and processes for customer service, customer supply chain engagement, and cost-to-serve optimization globally. You will drive productivity in these areas and ensure efficient order-to-cash processes worldwide. This role will support the customer supply chain agenda as part of the global transformation Essential Home is about to embark on, including the upcoming ERP transformations. Additionally, you will scope the feasibility of shared service centers globally for customer service and project manage their implementation.

ESSENTIAL HOME

With a trusted portfolio of world-class Air Care, Surface, Laundry and Pest Control products, the Essential Home team’s purpose is to Make A House A Home. Fuelling this newly formed business and leadership team is a diverse and inclusive culture for all. Together, we’re shaping a team with a founder mentality: that listens and learns, and that is entrepreneurial, agile, and action oriented.

With high-quality brands such as Air Wick, Cillit Bang, Calgon and Mortine, now is an exciting time to join a dynamic company full of purpose, pace and energy, that will create a truly unique learning and career opportunity for all.

Your responsibilities:

• Define and develop global standards and processes for customer service and customer supply chain engagement.
• Optimize cost-to-serve globally and drive productivity in customer service operations.
• Lead the efficient order-to-cash process globally.
• Support the customer supply chain agenda as part of the global transformation, including ERP transformations.
• Scope the feasibility of shared service centers globally for customer service and manage their implementation.
• Build and maintain strong relationships with internal and external partners.
• Develop and deploy strategies to enhance customer service and supply chain performance.
• Ensure exceptional service delivery to customers while optimizing inventory levels.
• Drive continuous improvement in customer service processes and systems.
• Responsibility over core KPIs like: Pack Fill Rate; Cost-to-Serve Metric Optimization; Forecast Accuracy %; Customer Satisfaction Rate; Implementation Success of Shared Service Centers; Talent Retention and Development.

The experience we are looking for:

• Advanced Customer Service Excellence.
• Supply Chain Planning and Optimization.
• Leadership Skills with the ability to motivate and inspire large teams.
• Advanced Analytical skills and ability to source and interpret data from multiple sources.
• Intermediate Financial and Commercial Acumen.
• Intermediate ability to work with ambiguity and make effective decisions in a fast-paced environment.
• Minimum of 5 years of experience in a customer service or supply chain role with experience in leading global processes.
• Minimum of 2 years of experience in a line management role.
• Experience with ERP transformations and shared service center implementations is a plus.

What we offer

With inclusion at the heart of everything we do, working alongside our four global Employee Resource Groups, we support our people at every step of their career journey, helping them to succeed in their own individual way.

We invest in the wellbeing of our people through parental benefits, an Employee Assistance Program to promote mental health, and life insurance for all employees globally. We have a range of other benefits in line with the local market. Through our global share plans we offer the opportunity to save and share in Reckitt's potential future successes. For eligible roles, we also offer short-term incentives to recognize, appreciate and reward your work for delivering outstanding results. You will be rewarded in line with Reckitt's pay for performance philosophy.

Equality

We recognize that in real life, great people don't always 'tick all the boxes'. That's why we hire for potential as well as experience. Even if you don't meet every point on the job description, if this role and our company feels like a good fit for you, we still want to hear from you.

All qualified applicants will receive consideration for employment without regard to age, disability or medical condition; color, ethnicity, race, citizenship, and national origin; religion, faith; pregnancy, family status and caring responsibilities; sexual orientation; sex, gender identity, gender expression, and transgender identity; protected veteran status; size or any other basis protected by appropriate law.