Senior Director, Customer Service & Logistics

Job Scope: Global Location: Hong Kong Reports To: EVP Group Development and GP Batteries Consumer Sales Role Summary: With primary focus on reliable end-to-end execution from confirmed customer order to delivery, this role is accountable for customer-service operations, order management, warehousing, transportation, 3PL performance, delivery reliability and logistics cost. This role will improve customer experience, OTIF, productivity and cost-to-serve while creating consistent processes and business requirements for SAP S/4HANA Order-to-Cash and logistics execution. The ideal candidate is a pragmatic, customer-oriented functional leader with substantial multi-country experience across customer service, order management and logistics, strong ERP/SAP process capability, and the ability to drive accountability across teams, entities and external partners. This role is based in Hong Kong with occasional travel. Responsibilities: - Lead customer service and order management. Establish clear service standards, order-handling disciplines, escalation routes and performance management from order receipt through delivery and issue resolution. - Own order-to-delivery execution. Manage order processing, backlog visibility, allocation execution, delivery coordination, returns, claims and customer communication in line with approved commercial terms and supply priorities. - Lead logistics operations. Oversee transportation, warehousing, distribution, freight, customs interfaces and 3PL performance across the relevant network. - Improve service and cost-to-serve. Balance service requirements with freight, warehousing, handling, premium-transport and operational cost, making trade-offs transparent and recommending corrective actions. - Strengthen operational control. Introduce common KPIs, service-level agreements, exception reporting, root-cause analysis and corrective-action routines. - Act as business process owner for O2C execution. Define operational business requirements for SAP S/4HANA order management and logistics processes, and support design, testing, data readiness, user adoption and process improvement. - Manage partners and continuity risk. Maintain effective governance of logistics providers, warehouses and carriers, including performance, capacity, contingency plans, claims and contract compliance within delegated authority. - Develop the organization. Build a service-oriented, accountable and data-driven team across regions and entities. Qualifications and Experience: - Education. Degree in supply chain, logistics, business, engineering or a related discipline; equivalent experience will be considered. - Years of Experience. Minimum 15 years of relevant experience in Customer Service, Order Management, Supply Chain, Logistics, or Operations with minimum 8 years of people leadership experience. - System Experience: Strong business-process experience with SAP, ideally S/4HANA, including Order Management / SD and relevant logistics processes or major ERP transformation. Experience must go beyond being an end user. - International profile. Fluent business English and experience working across cultures, time zones, legal entities and outsourced logistics networks. Asia exposure is an advantage. - Experience. Substantial leadership experience across customer service, order management and logistics in a multi-country consumer, FMCG, industrial or similarly complex product business. - End-to-end capability. Demonstrable understanding of Order-to-Cash execution, inventory availability, allocation, warehousing, transportation, 3PL management, customs interfaces and customer issue resolution. - Performance improvement. Track record of improving OTIF, service levels, productivity and cost-to-serve in a multi-country environment through process, data and organisational discipline. Required Skills & Competencies: - Customer-Centric Leadership. Customer-oriented leadership style with the ability to remain calm under pressure and drive accountability across teams, entities and external partners. - Stakeholder & Cross-Functional Management. Strong interface management with Sales, Planning, Finance, Supply. Experience in network optimization, shared-service or service-centre experience is an advantage. - Operational Excellence & Hands-On Execution. Pragmatic line-operator mindset with hands-on ownership of customer service, order management and logistics execution, not purely warehouse, freight or consulting experience. - Work Authorization. Candidates must be legally authorized to work in Hong Kong

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