EMEA Customer Service & Logistics Director

EMEA Customer Service & Logistics Director

Moët Hennessy, the Wines and Spirits Division of LVMH, regroups twenty-five Maisons, many of which have been around for centuries, while other are just starting their journey. Our vision is to lead the future of luxury Wines and Spirits from nature to communities.

Located in the most prestigious terroirs around the world, we have unique savoir-faire from winemaking to art de vivre, hospitality, and brick-and-clicks retail management to craft exceptional experiences for consumers.

For many years, with the ambition to pass on a better world to future generations, we have been committed to the Living Soils Living Together program structured around four key commitments: Regenerating our Soils, Mitigating our Climate Impact, Engaging Society, and Empowering our People. Moët Hennessy is proud to promote a diverse, equitable and inclusive working environment for all.

As an employer, Moët Hennessy offers unique journeys throughout its global ecosystem, opportunities to develop new skills and grow professionally.

Lead Customer Care and Logistics activities across EMEA, ensuring superior customer experience, operational excellence and cost-effective distribution.

· Drive the transformation from transactional Customer Service to proactive Customer Care and from fragmented logistics monitoring to full 3PL performance mastery.

· Act as the EMEA Customer Care & Logistics Control Tower by providing visibility, performance management and governance across markets, logistics partners and customers while driving continuous improvement and operational standardisation.

Job responsibilities

Customer Care Excellence

• Lead Customer Service activities across EMEA while progressively expanding capabilities towards a Customer Care model.
• Develop a deeper understanding of customer needs and service expectations to improve customer experience and strengthen business partnerships.
• Monitor and improve customer satisfaction through structured feedback and performance reviews.
• Ensure excellence in order fulfilment, stock allocation and stock preservation practices.
• Work closely with Sales and Commercial teams to support growth

Customer Care Control Tower

• Establish visibility and governance of Customer Care performance across EMEA.
• Monitor service performance, customer issues, risks and priorities
• Drive standard performance measurement and service reporting across markets.
• Promote data-driven decision making and early identification of service risks.
• Ensure consistency of customer service processes, KPIs and best practices across the region.
• Lead the EMEA Logistics Control Tower
• Monitor transportation, warehousing and distribution activities across all markets and logistics partners.
• Define and deploy the EMEA logistics strategy, standards and core operating model for warehousing, transportation and related 3PL operations
• Develop logistics performance benchmarks and regional governance routines.
• Drive operational excellence management
• Lead systematic logistics tendering, RFI/RFQ processes and 3PL performance reviews
• Ensure customs regulatory monitoring

Automation & Digital Enablement

• Lead Transport Management System implementation on MH Distribution Companies scope
• Accelerate the adoption of automated order capture and order processing solutions.
• Identify opportunities to reduce manual order-taking activities and improve service efficiency.
• Support the implementation of digital tools and technologies that improve customer experience and operational performance.
• Drive greater use of analytics, business intelligence and automation within Customer Care and Logistics processes.

Operational Excellence & Process Development

• Develop and harmonise Customer Care and Logistics processes across EMEA.
• Ensure robust deployment of key operational practices
• Foster a culture of continuous improvement and operational discipline.
• Promote sharing of best practices across markets and clusters.

Cost Control & Value Creation

• Establish and progressively strengthen EMEA Logistics Cost Control capabilities.
• Drive visibility and understanding of logistics costs across transportation, warehousing and distribution activities.
• Partner with Supply Chain Finance Controlling to monitor budget performance and identify improvement opportunities.
• Develop benchmarking and cost performance reviews across markets and logistics providers.
• Promote Cost-to-Serve methodologies to support business decision-making and resource allocation.
• Identify and implement initiatives that improve operational efficiency

Performance & Sustainability

• Own EMEA Customer Care and Logistics performance frameworks and KPIs.
• Support network optimization and efficiency improvement opportunities.
• Ensure products compliance with company policies, regulatory requirements and quality standards.
• Monitor sustainability performance and contribute to ESG objectives

Profile

Education & Experience

• Bachelor’s or Master’s degree in Supply Chain Management, Logistics, or Business Administration.
• 15 years of experience in Logistics, or Customer Service within FMCG, luxury, or beverage industries.
• Experience managing 3PLs, transport, or warehouse operations.

Languages

Skills & Attributes

• Strategic thinking combined with strong operational discipline
• Demonstrated delivery of major transformation programs involving processes, organization, technology, data and change management.
• Significant senior leadership experience in Customer Service, Customer Care, Logistics, Distribution or end-to-end Supply Chain.
• Demonstrated experience leading multi-country or regional operations in a complex, international and matrix organization.
• Strong experience managing outsourced logistics operations and strategic 3PL relationships.
• Proven ownership of logistics budgets, cost control, contract negotiations and performance improvement.
• Experience in Order-to-Cash transformation, automation, EDI, OCR/IDP, TMS, SAP or comparable enterprise solutions.
• Experience defining operating models, regional standards, governance and performance-management frameworks.
• Proven ability to influence senior stakeholders and mobilize local teams without relying solely on hierarchical authority.
• Strong customer orientation and experience partnering with Commercial teams.
• Experience in sustainability, logistics compliance or customs is an advantage.

Crafting Dreams Starts With Yours

At LVMH, people make the difference in the art of crafting dreams.
Our people fuel our dynamic, entrepreneurial culture. We value collective ambitions, encouraging our talents to push boundaries and champion a curious, audacious state of mind. Our commitment to excellence is reflected in nurturing every individual with a growth mindset and development opportunities, consistently empowering them to reach their full potential.

We are actively committed to positive impact through an inclusive environment that supports and gives back to our talented community.
Join us at LVMH, where your talent is at the heart of our collective successes.

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