Cluster Operations and Customer Service Lead


200 days ago

The position serves to lead the demand and planning function for all product categories in all business franchises of the cluster operations.

This individual will manage 20 countries split over 5 Clusters as follows: GCC(Saudi Arabia, UAE, Kuwait, Qatar, Oman, Bahrain), Distributors Market(Egypt, Iraq, Iran, Lebanon, Jordan, Yemen, Libya, Sudan, Palestine, Syria), North Africa(Algeria, Tunisia, Morocco), Israel, and South Africa. Region includes more than 180 active SKUs.

This individual shall work very closely with all commercial functions to align the back-end demand planning process to the business operations in real-time. The role-holder shall have a significant impact on the accuracy of the demand forecast and shall be the ‘go to’ person for all planning activities. This individual will also work closely with internal and external stakeholders to ensure demand is fulfilled with uninterrupted supply.

This individual will be responsible for the timely completion of goals and objectives. The individual will be responsible for ensuring all relevant Supply Chain systems are appropriately developed, maintained and improved, including managing demand forecasting, supply of product to the markets, recalls, management of customers, customer complaints, order processing, inventory management & reconciliation, and day to day management of 4PL & customs agents.

This individual will be back up to current Operations lead to handle Order to Cash Management servicing the MEA cluster.

Demand Management:
  • Lead Demand Forecast process for 5 clusters worth +$190M in demand review meetings with the commercial team to cover next 36months demand by product by country.
  • Manage the monthly S&OP forum with 5 different GMs by customizing the information based on cluster specifications and business model.
  • Seek Supply Allocation on monthly, quarterly and yearly demand per product per country.
  • Load approved Demand figures into system and commit accordingly for more than 180 SKUs.
  • Present TechOps in 56 approved business cases as integral part of the launches in the clusters and maintain input in launch excellence tool
  • Lead the weekly calls with product dedicated planners, RDP and business leads to ensure alignment and monitor allocations effectively.
  • Drive inventory management and reconcile movements to ensure no out of stock or over stocking at distributor level.
  • Analyze forecasts within Frozen Lead time to ensure orders are placed accordingly.
  • Manage 4PL model to ensure continuous replenishments into the country by executing relevant transactions and monitor operations performed by 4PL service provider.
  • Support the cluster input to Tender Management.
  • Set & Monitor KPIs with aim of improving forecast accuracy.
  • Lead projects in support of continuous improvement of systems and processes.
Essential Functions

  • Participate in launch excellence meetings to manage TechOps related topics.
  • Work closely with Regulatory team to harmonize launches within clusters to reduce number of SKUs.
  • Liaise between LAW and GLAM to ensure accurate roadmap of the launches
  • Attend weekly calls regarding serialization across different regions including 2DD matrix.
  • Participate in new Business Cases and ensure supply alignment and timely submission of forecasts.
Customer Service:
  • Communicating courteously with customers by telephone, e-mail, and face to face.
  • Generating weekly order status update with relevant commentaries for both internal and external stakeholders.
  • Notify both customer and commercial team of any deviation of delivery to previous committed dates to avoid penalties.
  • Send Shipping Instructions to warehouse team to initiate monthly shipments.
  • Executing monthly shipments and ensuring the importation process is in line with the supply plans in addition.
  • Manage Customer Complains and ensure CAPA implementation completed in a timely manner.

Describe the essential job duties. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Please note the percentage of time spent on each job duty is an estimate for normal operating conditions.
  • 60% – Lead the Demand reviews and S&OP Process to ensure correct inventory levels and align supply deliveries.
  • 15% – Working with Cluster Supply Chain Lead to ensure continuous supply of products in line with Budget and strategic plans.
  • 15% – Manage the launch of new products within Cluster ( sample import, new code creation etc)
  • 10% – Manage day to day activities of 4PL
Education & Experience Requirements

Include educational requirements or equivalency, required years and type(s) of experience, and necessary licenses or certificates. Specify which are required and which are preferred. For UK, please do not use years of experience due to UK Legislation.

  • Arabic/English Speaker, French is a plus.
  • A Bachelor’s degree in Business, Operations, Supply Chain or equivalent.
  • 5 – 7 years of progressive experience in various operational roles preferably within the Pharmaceutical, Healthcare industries and Manufacturing sites.
  • Must have heavy experience in sanction countries including Iran, Libya and Sudan in addition to Iraq and Palestine.
  • Knowledge of SAP and ERP systems.
  • Previous global trade compliance and import/export experience.
  • Ability to think “outside the box” and be well versed in the global distribution.
  • Effective written and oral communication skills are required to facilitate information flow across internal / external partners and senior leadership.
  • Must be able to demonstrate leadership ability in driving change within an organization. This could include systems, processes or tools to drive success.
  • Able to recognize the importance of meeting business needs and balance cost, quality and customer service.
  • Excellent knowledge of Customer Service environments and experience of delivering quality service to customer.