Logistics & Customer Service Director

This role provides strategic and operational leadership of all Customer Service & Logistics activities, ensuring timely and cost-effective delivery of raw materials and finished goods.

General Description of the Role

This role provides strategic and operational leadership of all Customer Service & Logistics (CS&L) activities, ensuring timely and cost-effective delivery of raw materials and finished goods. In addition to core logistics responsibilities, the role:

• Drives end-to-end strategic synergies across the Jamaican Supply Chain.
• Coordinates supply relationship management with domestic and export commercial teams.
• Represents CS&L within the Jamaica Leadership Team alongside the Manufacturing Lead.

Operating Context

Campari’s business in Jamaica is a vertically integrated ‘cane to cup’ operation, beginning with the production of the raw materials and ending with the distribution and sale of the finished product for local and export markets. This makes it one of the most diverse and complex entities within the Campari Group. This complexity demands agile leadership and cross-functional collaboration. The CS&L Director plays a pivotal role in aligning Supply Chain priorities with business goals and fostering collaboration across functions.

Objective

To optimize the Jamaican Supply Chain by leading CS&L operations, enhancing commercial collaboration, and driving strategic integration. The role supports a high-performance culture and ensures continuity during leadership transitions.

Key Roles & Responsibilities

Strategy – Planning

• Defines the Logistics and Customer Service strategies for all logistics and customer service activities in alignment with the overall Supply Chain strategies  
• Develops effective strategies to guide the proper and efficient functioning of the warehouses, the haulage contractors and the inventory management operations
• Prepares annual objectives, action plans and budgets for different segments of the logistics and customer service processes

Logistics Operations

• Provides managerial leadership for scheduling and tracking inbound shipments of production components including bulk liquid and outbound finished goods to the trade
• Negotiates rates with carriers and transporters
• Analyzes historical logistics data to identify vulnerabilities and risks
• Identifies opportunities for cost reduction, improved efficiency and higher levels of customer satisfaction
• Contributes to the negotiation and administration of major service and equipment contracts.
• Monitors the warehouse security and accounting processes to achieve full compliance with company procedures
• Tracks the real-time movement of goods and generates analytical reports showing delivery trends
• Oversees inventory management to ensure compliance with inventory strategies and objectives.

Service Delivery – Customer Service

• Manages customer service activities including order entry, customer satisfaction, interface with sales, production, labs, regulatory, and quality so that the company’s customer service creates a competitive advantage in the marketplace
• Leads the development of service delivery systems and culture which is efficient and effective in addressing and resolving customer issues 
• Monitors delivery turnaround time and efficiency in accordance with the company’s standards
• Implements strategies which drive excellence in customer support in conformance with benchmarked standards

EHS Stewardship

• Observes and maintains strict adherence to established Quality, Health, Food Safety, Safety and Environmental policies and practices
• Monitors the implementation and adherence to safety measures and programmes in conjunction with the Safety Committee and in keeping with the company’s policies

People – Performance

• Drives the performance of the team by cascading organizational objectives, defining personal performance targets and appraising the performance of direct reports at the end of the performance management cycle
• Builds the capacity of direct reports and the team through consistent performance feedback and coaching
• Collaborates with Managers and the HR Business Partner to identify and implement learning and development initiatives to close competency gaps within the team
• Provides leadership in the building of a culture within the department which exemplifies the “Campari Way” of doing business
• Collaborates with the HR Business Partner to develop succession plans for key roles 

Compliance

• Tracks compliance with relevant legal and statutory requirements and procedures.
• Monitors the establishment of efficient procedures for all areas of control and review procedures, as necessary with a view to achieving continuous improvement.

Required Education & Experience

• Post graduate degree in Business Administration
• 10+ years’ experience in a leadership role in a logistics, manufacturing or customer service environment 

Skills

Technical

• Business Analytics
• Management Information Systems
• Communicating in all forms internally and externally
• Logistics software
• Enterprise Resource Planning (ERP) Systems

Functional

• Applying Lean Manufacturing techniques
• Finance for manufacturing
• Warehouse and inventory manufacturing methods
• Transportation and delivery systems 
• Supply Network planning
• Compliance and evaluation systems
• Health, Safety and Environmental regulations

Managerial

• Team working
• Leadership
• People development
• Execution and foresight
• Technical excellence
• Business Judgement
• People Development
• Innovative Problem Solving 

Working Conditions

• Work is carried out mostly in a modern office environment
• Occasional visits to operating / production locations
• Occasional exposure to external environmental hazards such as fumes, heat and dust
• Occasional periods of working extended hours including weekends