Customer Fulfilment Manager at Rituals

CUSTOMER FULFILMENT MANAGER
OMNICHANNEL CUSTOMER FULFILMENT MAESTRO

Some rituals, such as the ‘simple’ Japanese tea ceremony, are easy to learn and difficult to master. The slightest misstep or deviation from protocol can be highly disruptive. The same is true in business. Especially where customer fulfilment is concerned. Driving fulfilment efficiency in an omnichannel world requires knowing which approach works for which channel, and what every customer expects. And yes, as with the tea ceremony, if you fail to perform to expectation, the impact is significant. Can you develop and realise a fulfilment strategy that is infinitely scalable but feels bespoke?

YOUR RITUAL

As Customer Fulfilment Manager, you are the ambassador of our customer fulfilment strategy. For all our business lines. Worldwide. You define and execute a strategy that optimises customer satisfaction by fulfilling orders on time and in full, which ensures customer requirements are either met or, better yet, exceeded. This position is, in effect, a dual role. The one side of the customer coin has to do with rationalising complex order to cash processes. Here you focus on integrating and automating processes. In other words; if it can be automated, it should be! In tandem with colleagues in Supply Planning, you ensure that our stock levels are always sufficient. You are also in the lead when it comes to market readiness of launches, promotions and events – from preparing master data to streamlining the distribution process. And you onboard new customers and shops.

The other side of the coin is customer facing. It’s down to you to optimise customer supply chains, and where needed, redesign them. Clearly on a ‘scalable where possible, bespoke where needed’ basis. You do that by, for example, developing channel specific (retail, e-commerce, wholesale, travel) best practices, promoting these, and implementing them. Your ambition: to facilitate an enriching customer experience without sacrificing effectiveness. You place the (bright) dots on the fulfilment horizon, but you needn’t reach them solely. You delegate the execution to a team of 15-20 specialists, of which the three leads report directly to you.

Ongoing projects that you bring to a rousing finish include integrating our current fulfilment strategies, which are geared toward the sales channel (share insights, exchange and adopt learnings) and driving the digital transformation of stores from a supply chain perspective, with initiatives such as click & collect, deliver from store and endless aisle. Of note; stakeholder management is an integral part of the job, and we fully expect you to liaise with, often demanding, country directors, heads of lines of business as well as counterparts from global retailers. This will put you negotiating agility to the test.

YOUR INGREDIENTS

  • Your main ingredient is a master’s in Supply Chain Management, Business Administration or Business Economics, bolstered by 10+ years of relevant experience in corporate B2B settings
  • You contain potent traces of commercial instinct, which enables you to negotiate with sales-oriented professionals, as well as with counterparts at key clients
  • Your chemistry also reveals in-depth knowledge of FMCG order management and customer service frameworks and tooling
  • Your supply chain expertise isn’t past its sell-by date; you are the go-to (wo)man for all stakeholders, up to and including senior management
  • You may appear analytical, data-oriented and IT-minded when first applied, but your leadership and people skills quickly shine through
  • You are the complete package; a visionary strategist with a demonstrable passion to accomplish challenging objectives, and the leadership skills to match

WE’LL SHOWER YOU WITH

  • Limitless opportunities: our brand is growing rapidly, and we invite you to grow with us. Switch between roles, experience new cultures, and join a family that does what families do best: help you realise your potential.
  • A wellbeing program that energises you. Nutritious lunches? An invigorating walk after lunch? If you feel good, you’ll make customers feel even better.
  • A strong sense of purpose: everything you do positively impacts others.
  • An inspiring workplace. Overlooking one of Amsterdam’s most iconic canals.
  • A team that’s bubbly as champagne, and shares experiences freely and enthusiastically.

TOGETHER WE CREATE A MORE MEANINGFUL FUTURE…

By helping the world slow down a little, we create a more meaningful future together. That’s what unites us! Every single day we open our shop and office doors. Not only for our customers but also for over 6,000 colleagues, whom we encourage to grow both professionally and personally. And because Rituals is the world’s’ fastest growing cosmetics brand, you have infinite possibilities to shine within our ever-expanding ‘family’. If you are in for a job that’s fulfilling on both a professional and a more personal level, embark on the most meaningful journey of all; pleasing millions of customers.

Sounds like you? Click here to discover what we have in store for you. For more info, drop us an e-mail at irma.kok@rituals.com