Job Description

The France & EMEA Sector Support Lead is responsible for establishing, leading, and continuously improving the Make & Move Support Services team supporting France and EMEA Sector stakeholders. The role acts as the primary interface between Supply Chain customers, BU operational teams, Sector stakeholders, IT/business systems teams, and the GCC support organization to ensure reliable service delivery across Make, Move, Customer Operations, cost control, logistics support, operational incident management, and business systems support.

The role is accountable for ensuring SLA performance, operational stability, timely escalation resolution, capability development, and process simplification. It also plays a key role in translating business requirements into standardized GCC deliverables, improving data visibility, strengthening governance routines, and building team capability to support evolving BU and Sector priorities.

Responsibilities

• Lead the France & EMEA Sector Make & Move Support Services team, ensuring effective workload allocation, performance management, coaching, engagement, and capability development across 7 direct reports.
• Own day-to-day service delivery performance for France and EMEA support activities, ensuring SLA adherence, timely issue resolution, and consistent delivery of agreed GCC services.
• Act as the primary escalation point for BU and Sector stakeholders on operational support issues, service gaps, incident resolution, enhancement requests, and business continuity risks.
• Partner with Supply Chain, Warehouse, Transport Planning, Customer Operations, IT/business systems, and GCC functional teams to ensure smooth support across Make, Move, cost control, logistics, reporting, and systems-related processes.
• Drive continuous improvement across operational KPIs by identifying root causes, simplifying ways of working, standardizing processes, and embedding corrective actions that improve service quality and efficiency.
• Lead governance routines with BU and Sector stakeholders, including performance reviews, issue tracking, action follow-up, stakeholder communication, and service improvement discussions.
• Ensure the team has the required systems knowledge, process understanding, data capability, and business context to deliver accurate reporting, effective troubleshooting, and high-quality operational support.
• Oversee preparation and validation of operational reports, dashboards, and ad hoc business insights to support decision-making and performance visibility.
• Promote benchmarking and best-practice sharing across France, Sector services, and wider GCC teams to improve consistency, capability and standardization.

Qualifications

• Fluency in English (written and spoken) is required. French language proficiency is a strong advantage, enabling effective engagement with French market stakeholders and enhanced support of local business requirements
• 3 to 5 years of people management or team leadership experience in Supply Chain, Logistics, Manufacturing, Customer Operations or FMCG environment.
• Strong understanding of Make, Move, warehouse, transport, logistics, cost control, and operational support processes.
• Demonstrated experience managing service delivery, SLAs, operational KPIs, escalations, root-cause analysis, and
  continuous improvement actions.
• Hands-on experience with SAP, WMS, business systems, operational data repositories, reporting tools, and issue-resolution processes
• Strong analytical capability, including advanced Excel and experience with Power BI, Power Apps, dashboards, or similar reporting solutions.
• Bachelor’s degree in engineering, Supply Chain, Logistics, Business Management, Technology, or related discipline preferred.