Global Capability Owner - Customer Operations

For internal associates, please reach out to pradipta.saha@effem.com or Talent Acquisition Partner xuanran.zheng@effem.com for further communication if you are interested to apply.

Job location: preferrbally in Paddington, the UK; open to any Pet Nutrition site.

Job Overview

The role’s purpose is to define, develop, and scale world-class customer supply operations capabilities across Mars. Through partnership with markets, operating entities and cross-functional teams, the role establishes global standards, assesses operational maturity, and drives adoption of best practices, digital capabilities, and transformation initiatives that improve service, efficiency, and cost performance.

Key Responsibilities

• Develop standards and promote best practices in customer supply operations, deploy and actively maintain playbooks with archetypes considering true differences
• Assess maturity of customer supply operations capabilities and partner with operating entities and markets to close gaps against ambition.
• Define and deploy metrics that matter, in collaboration with operating entities; design effective reporting and governance around these.
• Represent and resolve cross-functional and enterprise barriers to efficient customer supply operations, such as credit risk policies and digital connectivity gaps
• Build and lead an active community of practice for customer supply operations: bring the outside in by engaging with external research, industry peers, and vendors.
• Build capabilites in customer operations teams for data-based customer opportuntity identification; help scale where relevant.
• Push operating entities to fully leverage existing systems such as SAP ECC; engage with S/4 team and influence customer supply operations design.
• Identify and drive opportunities for productivity through appropriate automation and AI built on a foundation of clean data and robust processes. Lead innovation pilots and facilitate innovation across the globe
• Build business expertise in AI and serve as the lead domain steward for customer supply operations, putting in place and governing the business rules and decision frameworks that are critical to effective AI-enablement
• Partner with the Self-Driving Supply Chain program to drive autonomous fulfilment and touchless orders

What do we look for:

• E2E supply chain awareness
• Analytical capability
• General project management
• Digital and Financial acumen
• Customer Care (preferred)

About Us