Function: Supply Chain – Customer Operations
Scope: Romania, Moldova & Bulgaria
Terms & Conditions: Full-time, permanent
JOB PURPOSE
This role is accountable for leading end-to-end Customer Operations across Romania, Moldova and Bulgaria, ensuring best-in-class service delivery, operational efficiency and cost optimization.
As a key member of the leadership team, the Customer Operations Lead drives the Order-to-Cash agenda, manages customer experience and logistics operations, and collaborates cross-functionally to deliver business growth and transformation.
KEY RESPONSIBILITIES
Lead end-to-end Customer Operations (Customer Experience + Physical Distribution + O2C) across the marketOwn service delivery performance (OTIF, product availability) and customer satisfactionDrive cost-to-serve optimization and logistics cost managementDefine and execute the Customer Operations strategy aligned with business prioritiesAct as the main Supply Chain interface to the Country Leadership Team and Commercial teamsLead demand fulfilment in collaboration with PlanningDrive digitalization and transformation initiatives across Customer OperationsEnsure operational excellence in warehousing, transport and customer service processesManage and optimize 3PL relationships and performance effectively in both logistics and RepackingLead, support, and develop a diverse team, fostering high performance and engagementDrive continuous improvement, harmonization, and adoption of best practices across marketsREQUIRED QUALIFICATIONS
Minimum 10 years of experience in Supply Chain / Customer Operations rolesSenior leadership experience with strong autonomy and proven ability to lead teamsStrong people management skills with a track record of developing team membersExperience contributing to senior leadership teams or local boardsProven cross-functional stakeholder management experience (Commercial, Procurement, Planning, external partners)Strong business acumen with experience managing KPIs and operational performanceAbility to adapt to system complexity and continuous changeGood knowledge of SAPProficiency in Romanian and EnglishPREFERRED QUALIFICATIONS
Experience in multinational FMCG organizationsExperience managing complex, multi-country scopesExperience leading transformation and digitalization initiativesADDITIONAL INFORMATION
Travel required: up to ~20%Benefits (in line with current company policy):
Hybrid workingCompany car or car allowanceHealth & Life InsuranceMeal vouchersLearning programsCompany online shopMental & physical wellbeing programsFamily & parental support
