Segment : Royal Canin

The Objective of the Global Supply Chain is to create the right conditions for Supply Chain functions to fulfill customers’ expectations, at the right pace, to ensure business success today & tomorrow.

The Global Customer Service Supply Chain Manager is to support the design and the deployment of a customer centered & omnichannel Supply chain strategy based on a sound customer segmentation, coordinating with Pet Nutrition for global cross segment synergies and aligning the systems roadmap with Mars Global Services Digital Technologies and EOS (internal Mars program) teams.

What are we looking for?

• University degree (Master)

• 10 Years’ experience in leading Supply Chain operations, Including exposure to e-commerce

• Fluent English

• Specialization in Digital capabilities 

• Demonstrated Strong Leadership – Change agent skilled to drive mindset program through indirect control and influence

• Project management

• Sound interpersonal skills enabling the incumbent to work effectively within cross-functional Teams and external suppliers

What will be your key responsibilities?

Define the Global Customer Supply Chain Strategy framework

• Aligning relevant Royal Canin Supply Chain Customer Segmentation with countries, based on common customer requirements and characteristics and RTM specificities, Including D2C, B2B Retail, B2B VET, B2B PRO and B2B other large accounts (such as Pure Players and Distributors).

• Lead change management to deploy standardized Customer Service Level Agreements based on a Cost-to-Service strategy aligned with businesses and S&F

• Promote the use of service differentiation and flexibility through menu cards, options and value-added services enabling customers operations

• Support the CX Supply Chain Director define standard OD/Process/Tools required to support the differentiated Supply Chain strategies. This might include different planning modes, OMS tools, various order capture & fulfillment methods.  

• Enable Customer prioritization and ATP management

• Embed cost-to-serve tracking in our reporting tools and ways-of-working

Set conditions to enhance CX beyond OTIF. Support the CX Supply Chain Director to:

• Define conditions to ensure a seamless Customer X throughout the order to cash process and throughout other interactions.

• Develop the standard scorecard to measure Customer Satisfaction across emotion (NPS), effectiveness (OTIF) and Ease to work with

• Benchmark against competition and Industry reference

• Align key Initiatives and build convergence with Pet Nutrition

Support the regions and markets in their transformation roadmap

• Align the strategy in our E2E SC organization across Regions and Markets. Define with the regions deployment roadmap and support the transformation.

• Accelerate transformation in supply chain to develop together our D2C and B2C capability

• Lead and project manage global game-changing work streams

• Ensure the global governance on Customer Service performance

Influence the system architecture roadmap

• Influence the design of OTC process and tools to align It with our vision of Customer Service & best-In-class order fulfillment

• Incorporate key service features such as automation, ATP, track& trace, self-service

Bring outside-In learning

• Perform external benchmarking to assess gaps and create a competitive edge

• Contact existing or new suppliers and service providers to Investigate relevant Innovations and Improvements to our organization, tools and processes

• Attend Supply Chain events and symposiums to learn about best practices and Innovations

• Liaise with Mars counterparts through participation to communities and cross segment test & learns.

What can you expect from Mars, and Royal Canin in particular?

• At Mars, we believe in a relationship of mutual trust, dignity and respect between our company and Associates that is more meaningful than the standard employer/employee relationship. 

• As Associates, we can expect to be respected, supported and valued as individuals, to be treated fairly and equitably.

• An environment where you are empowered to be proactive and to take initiatives to make a difference.

• At Mars, we are committed to helping create a safe, healthy, and sustainable world for our partners and the communities in which we operate.

• You will work in a multicultural environment (more than 40 nationalities) and where your dog will be welcomed by more than 100 other Associates’ dogs at the office!  

• A unique and ideal work environment to become the leader in health through nutrition for cats and dogs!