Senior Manager, Global Fulfillment CoE/BPO - Customer Service & Analytics

What makes this a great opportunity?

As a world leader in premium spirits, Suntory Global Spirits inspires human connections. Consumers from all corners of the globe call for the company's brands, including the iconic Jim Beam and Maker's Mark Bourbon brands and Suntory Whisky Kakubin, as well as world renowned premium brands including Knob Creek, Basil Hayden's and Legent Bourbon; Yamazaki, Hakushu, Hibiki and Toki Japanese Whisky; Teacher's, Laphroaig and Bowmore Scotch Whisky; Canadian Club Whisky; Hornitos and Sauza Tequila; EFFEN, Haku and Pinnacle Vodka; and Sipsmith and Roku Gin. 

Responsibilities

Suntory Global Spirits has committed to implementing a standard global process leveraging industry best practices across our Supply Chain to deliver operational excellence. This will require a Supply Chain transformation program to evolve to a global way-of-working across Customer Service & Fulfillment in each region. The Global S&OP and Fulfilment Center of Excellence (CoE) is essential to the development and implementation of this business transformation program. The Sr Manager, Global Fulfillment CoE/BPO – Customer Service & Analytics is a critical role for this function.

The Sr. Manager, Global Fulfilment CoE/BPO – Customer Service & Analytics is a manager-level position who has experience in leading Global Order-to-Cash implementations with specific expertise in Customer Service & Collaboration best practices. This position will be accountable for managing the implementation of the Global Fulfillment Program to drive continuous improvement and operational excellence. This position is the key interface with Regional Leadership to ensure mutual alignment between the Regions and the Global CoE. In addition, this position must be knowledgeable in Customer Service and Customer Collaboration best practices.

The Sr Manager, Global Fulfilment CoE/BPO – Customer Service & Analytics will collaborate with the Customer Fulfillment Leadership as well as key Finance & Commercial Sales leaders in the BUs to define and manage the implementation of the business transformation program. This position will have shared goals, business metrics and KPIs with the Customer Fulfillment Leadership in all regions. These goals, business metrics and KPIs will be defined in the agreed-to Global Supply Chain Planning and Fulfillment Process transformation roadmap.

Key Responsibilities Include the Following

• Customer Service & Collaboration Transformation Roadmap: Support the multi-year transformation roadmap to implement external best practices in collaboration with regional Customer Fulfillment Leadership based on business criticality, organizational readiness, & resource availability. Incorporate the feedback from the regions into the design process to ensure the Blueprint is technically feasible, globally. The roadmap will encompass cross-functional projects that cover:
  • Process implementation, improvements, & governance based on insights from KPIs and external best practices; applied to both internal & external processes (i.e. customer facing vs. internal stakeholders); define master data standards & governance to drive sustained accountability
  • Systems functionality driven by a globally consistent process design and knowledge of advancements in digital technology
  • Organization change management defining new ways of working, talent development & training content based on the implementation of process and system improvements 
• Program Management & Execution: Collaborating with Customer Fulfillment leadership in the regions to manage the implementation of Customer Service & Collaboration specific projects. Provide regular updates on these projects to the CoE and the Regional leadership teams.
• Best Practices & External Benchmarking: Developing & leveraging a professional network to identify best practices as an essential approach to continuously improve Suntory Global Spirits’ Customer Service & Collaboration capabilities globally. Assess Suntory Global Spirits’ capabilities against external benchmarks as a critical input to drive continuous improvement.
• Internal & External Analytics: Collaborate with Customer Fulfillment Leadership, BU Commercial Sales and IT in the development of advanced analytics capabilities supporting the enablement of Customer Collaboration & proactive management of the full Order-to-Cash process to maximize service excellence.
• Business Process Ownership: Lead & support Suntory Global Spirits’ Order-to-Cash process design and technology, including standard definition of KPIs and metrics.
• Continuous Improvement: Leveraging business metrics and KPI