Head of Customer Supply Chain - EU Operations London

Overview

At Joseph Joseph we love solving everyday problems through intelligent design to create distinctive, functional products that are a pleasure to own and use. We are one of the world's leading houseware brands with a global presence spanning over 100 countries, available in most major department stores and independent houseware stores worldwide as well as our rapidly growing ecommerce channel.

What you will be doing

• Customer Supply Chain Operations: 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
• Warehouse & Transport Cost Accountability: 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.
• Partner with finance to monitor monthly performance vs budget and identify opportunities for cost optimisation.
• Customer Cost-to-Serve & Budgeting: 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.
• Process & Performance Management: 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.
• Team Leadership & Stakeholder Engagement: 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.

What you need from you

• 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.

What you will get from us

• 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