Overview

Director of Customer Operations is member of Supply Chain Leadership Team and leads global customer operations and works collaboratively with sales and supply chain leaders to support brand’s growth, improve cross functional ways of working and help deliver on revenue goals.

S/he leads global customer order management, allocation, planning and reporting activities. S/he is a key strategic partner to SVP Domestic, SVP International and the CFO to ensure customer orders are met on time and in full while optimizing available inventory to meet budget goals. S/he further leads various process improvement initiatives to advance and streamline internal and external ways of working.

The role is Los Angeles, Ca based and is hybrid with expectation of onsite meetings (Beverly Hills and Pico Rivera) 1 to 2 times a week, or as business requires.

Essential Job Functions

• Leads and mentors a team of 8 responsible for order management, allocation and processing. Team is located both remote and onsite in Pico Rivera DC.
• Acts as primary operational contact for commercial leadership and their sales teams for all global customer order management, including status updates relating to distribution activities (pick, pack, routing, pick ups and delivery).
• S/he works closely with VP, Distribution and Sr Director, Logistics to manage, elevate and prioritize orders.
• Owns, develops and advances sales pacing reports, including preparation and presentation in S&OP meetings.
• Leads daily meetings with broader supply chain teams (supply planning, demand planning, distribution and logistics) to assess customer order and budget feasibility. Sets and communicates supply expectations and constraints with teams.
• Acts at global customer point of contact, including, but not limited to, chargebacks, delivery escalations and service levels. Participates in account meetings as required.
• Leads customer enhancement projects, including reporting and EDI enablement.
• Leads international service improvement program and cross functional PMO with supply/demand planning, distribution, logistics, regulatory and IT.
• Leads a fast paced, high profile gratis/free or charge ordering program, managed primarily by manual processes requiring high attention to detail.
• Assumes other responsibilities as business requires.

REQUIRED:

• Bachelor’s Degree required.
• 10+ year customer operations or combined with related experience (retail planning, demand planning, etc) but minimum 3+ years in order management, including with international accounts.
• 5+ years consumer packaged goods.
• 5+ supervisor experience.
• 7+ years ERP experience, (SAP, Oracle, NetSuite, etc).
• Strong understanding of master data and how they impact order management.
• Understanding of retail and merchandising (retail inventory, replenishment, order cadence, etc.) and how it impacts customer orders.
• Good understanding of end to end supply chain (order to cash, warehouse functions, order flow, etc), particularly (1) near term account and demand planning (0-3 months) and (2) international logistics.
• Exceptional communication and presentation skills, and ability to present concisely information.
• Exceptional Excel skills.
• Strong leadership skills, including mentoring, training and growing a team.
• Must be able to handle multiple tasks and priorities simultaneously.
• Must be able to participate in occasional conference calls with international partners outside normal local work hours.
• Must work with a strong sense of urgency.
• This position is hybrid (1-2 in office) must be flexible to meet in person for cross functional meetings as needed.

PREFERRED:

• 5+ years beauty industry with specific experience with beauty retailers such as Ulta, Sephora, Douglas and Macy’s.
• 3+ years experience in S&OP program, including creating and presenting pacing reports and gap analyses.
• 2+ years account or demand planning.
• 10+ years ERP experience, (SAP, Oracle, NetSuite, etc).
• Experience implementing an order management system.
• NetSuite experience.

Physical demands

• Sitting most of the day, Typing, Work on a computer and phone consistently during the day, Sometimes Standing and Walking and climbing stairs, Occasional (less than 25 lbs).

Anastasia Beverly Hills offers a competitive compensation package with full benefits and a 401(K) plan with matching contributions from the company. The starting base salary range for this position in the selected city is $145,000 - $155,000 annually. Compensation may vary outside of this range depending on several factors, including a candidate’s qualifications, skills, competencies, experience, and geographical location. Base pay is one part of the total compensation package that is provided to compensate and recognize employees for their work. This role is bonus eligible.

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