Lead Supply Chain Strategy Analyst at La - Z - Boy, driving enterprise - level supply chain strategies. Collaborating cross - functionally for operational improvements across the Residential network.
About the role
- Head of Customer Supply Chain leading and optimizing operations across EU markets for Joseph Joseph. Ensuring excellence in order management, logistics, and customer service levels.
Responsibilities
- 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.
- 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.
- 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.
- 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.
- 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.
Requirements
- 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.
Benefits
- 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
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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