Senior Manager, Customer Operations

About Harry’s 

Harry’s Inc. is building a modern CPG company by putting people first and delivering against real unmet consumer needs.

The company’s flagship brand - Harry’s -  was founded by Jeff Raider and Andy Katz-Mayfield in 2013. After successfully launching and scaling Harry’s, Jeff and Andy saw an opportunity to bring their experience building Harry’s to other CPG categories where the consumer has also been historically underserved.

Harry’s Inc. has grown significantly over the last ten years, and is now made up of four brands -  Harry’s, Flamingo, Lume, Mando -  and Harry’s Labs, the company’s incubation and M&A engine. The company employs more than 900 people across the U.S., U.K. and Germany, and is the largest CPG company built in the last 20 years.

At Harry’s Inc, our mission is to Create Things People Like More — whether it's a product, an experience, or an internal tool, we believe in making the things around us better for our customers, and our team.

Our mission extends beyond customers and team, to the community broadly. We believe that the best business models make a positive impact. So, we set aside 1% of sales across Harry’s, Flamingo, and Lume to support our social mission, including through donations to our nonprofit partners.

At the end of the day, the key to our success is our amazing people. From chemists, mechanical engineers, CX associates, to creative directors, sourcing managers, and logistics specialists, the Harry’s team is composed of some of the most brilliant, diverse, and humble people you’ll ever meet. Our company is a place of inclusion, innovation, and deeply ingrained values.

 

The Harry's Inc working model is in-office Tuesday, Wednesday, and Thursday. Our beautiful 70,000 square foot SoHo office is decked out with bagels on Wednesdays and lunch on Thursdays, and fully stocked kitchens with snacks, coffee, and drinks everyday.  Can’t forget the free products and the opportunity to have some meetings without Zoom!

 

Job description:

The Senior Manager, Customer Supply Chain will play an instrumental role leading store operations and best-in-class execution across our channels. They will partner with Supply Chain leaders across the company to drive transformational changes that allow us to bring amazing products to our customers at the best combination of service, cost and quality.

This individual contributor role reports to the Director of North American Customer Supply Chain.

Senior Manager, Customer Operations

Product Availability & Store Operations

• Lead our store operations function, bringing on-shelf availability to new levels of excellence at our retailers. This includes being the primary partner for third-party store operations providers, and working with them to deliver operational and financial outcomes that propel the business forward and delight customers.
• Capture store-level data using technology and available reporting, and use that to drive decisions on order replenishment, shelf settings, and display execution with the retailer and internal retail sales team
• Lead our operational reporting function, sharing key results on OTIF, In Stock, On Shelf Availability, Perfect Order Rate, and other key measures of success that drive positive customer outcomes.
• Work with the commercial team to directly tie product availability and quality to NPS, keeping the customer as the core stakeholder in our supply chain

 

Continuous Improvement

• Design and implement improvements to our fulfillment network, leading RFPs and using data to determine the optimal fulfillment and warehousing strategy that sets us up for success in North America
• Optimize our outbound shipping strategy, identifying partners and processes that deliver value in both Digital and Retail supply chains
• Partner with IT organization to reduce systems-issues and root cause problem solve disruptions or delays that impact customers or financial results
• Partner with stakeholders to improve key governance processes, including NPIs, Supply Chain Review, Sustaining Operations and other mechanisms to keep projects on track

 

Deliver Financial Results

• Partner with Finance team to build financial reporting that is easily digestible and actionable for operations teams
• Deeply understand the P&L, and work to model impact of keys projects across relevant financial categories
• PM and lead projects that directly impact margins, contra-revenue and opex, working across the supply chain to deliver initiatives o