Customer Operations Director

  • Company: Moët Hennessy USA
  • Location: United States
  • Business group: Wines & Spirits
  • Contract type: Permanent Job
  • Function: Supply Chain
  • Experience required: Minimum 10 years
  • Reference No.: MHUS00317
  • Date of publication: 2018.10.01



Support the continuous growth and expansion strategies by delivering best-in-class customer service in all aspects of the business (B2B and B2C). Lead a team of Customer Operations Specialists in supporting MHUSA's 9 strategic business units by being the subject matter expert in the order-to-cash, sales order management, and tactical customer relationship management.


Team Leadership, Coaching, Mentorship and Management

>  Lead Customer Operations Specialists and Associate Manager in approaching internal and external customers with overall best-in-class service
>  Manage Customer Operations team availability, ensuring coverage of all business units always, eliminating any gaps in sales order processing and/or customer inquiries
>  Integrate team cross-functionally across internal and external departments to create a well-rounded understanding of all upstream and downstream impacts of tasks owned
>  Assign objectives & responsibilities aligned with department's goals within the team and ensure objectives and responsibilities are met via PCR process (Full Year and Mid-Year reviews)
>  Develop & track KPIs for the team and present monthly with explanations for outliers during Dashboard meeting with Operations Leadership team

Manage Distributor Demand in conjunction with the Supply Chain Planning & MDM Teams

>  Re-directs orders as necessary from DI to warehouse or vice versa for optimal fulfillment / stock harmonization
>  Authorizes on behalf of MHUSA additional freight and shipping requirements for customer orders
>  Review sourcing and catalog information, allocations, and portfolio alternatives on a regular basis to optimize sales of current offerings and aiding in the placement of slow moving / obsolete items

Relationship Management (internal and external) and Key Liaison for Southern Glazers Wine & Spirits

>  Ensure Customer Operations Team is always the primary contact for MHUSA Region Finance, Commercial and Operations Director as well as RSVP's/VP's/GM's across all 9 Business Units with regards to order fulfillment issues and sales landing
>  Make sure customer service team is meeting expectations through periodic surveys and/or adhoc feedback from distributors and/or MHUSA commercial teams
>  Ensure that controls are in place and used to monitor flow of orders from entry to shipment via Sales Order Tracking Report (SOTR). Track and measure results through KPIs
>  Work with supply team to resolve un-confirmed stock issues, allocation start dates, and OOS's
>  Report weekly to the executive leadership team in status of largest brand, Hennessy VS, on region level sales order receipt and fulfillment
>  Be the single point of contact for MHUSA's largest customer, Southern Glazers Wine & Spirits with regards to ways of working, reporting, sales order management, sales target and allocations communications. Meet at least 4x annually in-person and track initiatives via 2 annual in-person governance committee meetings


Lead Mid-Month Sales Estimate (Weekly Flash) and Sales Landing Processes

>  Work closely with the CFO, VP of Operations, VP of Financial Planning and Analysis and Supply Chain Planning Director to update monthly sales estimates based on latest monthly rolling forecast (MRF)
>  Recommend adjustments to sell-in based on depletions trends and days of inventory (DOI)
>  Ensure alignment to monthly and YTD Budget/LE1 figures with VP of Financial Planning and Supply Chain Planning Director
>  Draft summary of comments for Mid-Month sales update outlining variances by marque vs. current budget
>  Meet with Customer Operations Team minimum 3 times a week to ensure sales orders are aligned to targets
>  Develop Sales Tracking Reports (Green Reports) to measure sales order consumption vs target during key landing periods (Pre-PI, Quarterly Closes, etc.). Update and track monthly reports by size, by state on highly scarce products such as Hennessy VS, VSOP, etc.)


Education: Undergraduate Degree Required, MBA a plus

Languages: English

Professional experience & know how:
- Highly organized individual with 7- 10+ years of operations experience who can work with limited direction;
- must be proactive and look for ways to improve current processes;
- must be able to set and adjust priorities independently.
- Previous experience managing a team required.
- Strong understanding of supply chain mechanics preferably with knowledge or importing, distribution and pricing of alcohol in the US.
- Previous financial planning experience is preferred.
- High level of attention to detail and accuracy, Solid analytical, interpersonal and communication skills required;
- Good systems knowledge and understanding required, specifically with advanced Excel, Business Intelligence tools and ERP systems governance.
- Advanced knowledge of SAP experience is a must.
- Experience working within the beverage alcohol & three -tier system is a plus.

Additional information

Start: ASAP

Moet Hennessy USA, Inc. is an equal opportunity/affirmative action employer. Moet Hennessy USA, Inc. considers candidates without regard to race, color, religion, gender, national origin, age, disability, veteran status, or any other characteristic protected by applicable law.