Head of Customer Supply Chain

Joseph Joseph Ltd; Greater London; Hybrid; GBP 70,000 - GBP 90,000; Full time

Job summary

A leading houseware brand in Greater London is looking for a Head of Customer Supply Chain – EU to oversee the end-to-end supply chain operations in EU markets. This role demands over 8 years of experience in supply chain management, specifically in FMCG or consumer goods. Responsibilities include managing logistics, enhancing customer fulfilment, and ensuring efficient operational performance across various platforms. A competitive salary, hybrid work options, and various employee benefits are included.

Benefits

Competitive salary

Company performance related bonus

Pension contribution

Exclusive staff discount

24/7 healthcare appointment support

Hybrid working

Volunteer days

Training and Development

Qualifications

• 8+ years in a senior supply chain or operations role, preferably in FMCG.
• Experience in managing third-party logistics providers.
• Strong financial acumen and cost-to-serve modelling skills.

Responsibilities

• Lead the EU customer supply chain function focused on fulfilment and logistics.
• Manage end-to-end delivery performance for B2B and D2C channels.
• Drive continuous improvement in supply chain operations.

Skills

Senior supply chain experience (8+ years)

Leadership in warehousing and transport

Budget management

Stakeholder management

Data analysis

Continuous improvement

Tools

ERP systems

WMS

TMS

Job description

At Joseph Joseph we love solving everyday problems through intelligent design to create distinctive, functional products that are a pleasure to own and use. We are one of the world’s leading houseware brands with a global presence spanning over 100 countries, available in most major department stores and independent houseware stores worldwide as well as our rapidly growing ecommerce channel.

We are looking for a Head of Customer Supply Chain – EU to join the team. The Head of Customer Supply Chain – EU is responsible for leading and optimising the end-to-end customer supply chain function within the EU markets. This includes full ownership of order management, customer fulfilment, domestic transport, third-party logistics (3PL) relationships, and customer service levels. Reporting to the Customer Supply Chain Director, the role is key to ensuring operational excellence, driving customer satisfaction, and managing cost performance across EU warehousing and logistics activities.

What you will be doing:

• Customer Supply Chain Operations:
• Lead the EU customer supply chain function, ensuring seamless execution across order fulfilment, 3PL warehousing, and EU transport.
• Manage end-to-end delivery performance for all B2B and D2C customer channels, owning service KPIs and SLA adherence.
• Act as the senior escalation point for key customer service issues and drive root cause resolution.
• Build strong collaborative relationships with EU sales teams, retailers, and major accounts to align supply chain support with commercial goals.
• Continuously improve the customer experience by simplifying processes, resolving service issues, and anticipating customer needs
• Warehouse & Transport Cost Accountability:
• Own all warehousing and domestic transport costs within the EU, ensuring cost efficiency and accurate budget control.
• Review and approve logistics invoices, investigate variances, and ensure correct cost attribution.
• Partner with finance to monitor monthly performance vs budget and identify opportunities for cost optimisation.
• Customer Cost-to-Serve & Budgeting:
• Support the annual supply chain budget process for the EU, including warehousing, transport, and value-added services.
• Develop and maintain cost-to-serve models for B2B and D2C customers to understand profitability by account/channel.
• Provide monthly reporting and actionable insights on service performance and cost-to-serve.
• Identify key cost drivers and recommend corrective actions to improve efficiency and margin.
• Process & Performance Management:
• Lead continuous improvement initiatives across EU supply chain operations to reduce inefficiencies and improve service delivery.
• Work closely with Sales, Customer Service, Finance, and Planning to support new customer onboarding and seasonal readiness.
• Own root cause analysis and action plans for SLA failures and customer complaints.
• Ensure Standard Operating Procedures (SOPs) are in place, updated, and followed across all areas of the EU customer supply chain.
• Team Leadership & Stakeholder Engagement:
• Lead and develop the EU customer supply chain team, driving a performance culture focused on ownership and accountability.
• Act as the primary point of contact for senior customer and retail stakeholders on operational matters.
• Collaborate with internal stakeholders across commercial, operations, finance, and planning to align priorities and deliver business goals.

What we need from you:

• Extensive experience (8+ years) in a senior supply chain or operations role, ideally within FMCG or consumer goods.
• Proven leadership of warehousing and transport operations in a B2B and/or e-commerce environment.
• Strong financial acumen with experience in budget management and cost-to-serve modelling.
• Demonstrated ability to drive continuous improvement and operational excellence.
• Confident communicator with strong stakeholder management skills across internal and external partners.
• Experience managing third-party logistics providers in a performance-driven, SLA-focused environment.
• Familiarity with ERP, WMS, and TMS platforms.
• Strong data analysis and reporting skills.

What you will get from us:

• Competitive salary and holiday allowance
• Company performance related bonus
• A pension contribution
• An exclusive staff discount
• 24/7 healthcare appointment support
• Hybrid working – 3 days in office & 2 days from home and flex start/finish times
• External private employee wellbeing support
• Access to Perkbox
• Volunteer days
• Team Recognition scheme
• Training and Development
• Holiday carry-over scheme
• Season-ticket travel loan
• Cycle to work scheme
• Parental Leave support
• Holiday trading (buy/sell) and extra holiday days for long service