Director, Customer Support

DSV - Global Transport and Logistics

DSV encourages inclusivity and are committed to diversity in the workplace while welcoming applications from all qualified individuals including women, members of visible minorities, aboriginal persons, and persons with disabilities. Our goal is to provide an inclusive environment for all to succeed. We work with candidates with disabilities throughout the recruitment process to ensure that they have what they need to be at their best. Please reach out to Human Resources should you require accommodation during the recruitment process.

Location: CAN - Brampton, Airport Rd
Job Posting Title: Director, Customer Support
Time Type: Full Time

The Director of Customer Support for the Sephora Account at DSV Canada is a complex leadership role with responsibility for strategic account management, financial planning, and operational collaboration. This role emphasizes strategic planning, project management, advanced cost modeling, and client relationship management. The Director will collaborate closely with both internal and external stakeholders, ensuring seamless execution of key projects and initiatives that protect to support the continual growth of Sephora's business.

The ideal candidate will possess exceptional strong client facing skills; with expertise in handling multiple projects, meeting tight timelines, and driving continuous improvement, while ensuring SLAs are met and exceeded.

Core Responsibilities:

1. Strategic Account Planning & Business Reviews

• Develop and implement a strategic account plan that aligns with Sephora's business objectives, ensuring DSV consistently meets and exceeds service expectations.
• Lead quarterly business reviews, presenting in-depth performance analysis, financial metrics, and strategic initiatives, including but not limited to Cost Per Unit (CPU), Percent of Sale, Average Order Value (AOV), and yield.
• Utilize trend analysis and forecasting to align with Sephora's business projections and develop proactive strategies for future requirements.

2. Project Management & Execution

• Lead and manage large-scale projects, ensuring seamless implementation and execution between Sephora and DSV teams.
• Coordinate project timelines, budgets, and resource allocation, balancing the needs of multiple stakeholders while ensuring alignment with client objectives and DSV's operational capabilities.
• Act as a central point of contact for project-related communication, ensuring timely updates, risk management, and resolution of any roadblocks to achieve project milestones.
• Leverage project management tools and methodologies to track progress, drive accountability, and maintain high-quality standards.
• Partner with engineering and IT teams to drive the implementation of automation and technology solutions that optimize service delivery and improve operational efficiency.

3. Collaboration with Operations for SLA Achievement

• Collaborate closely with the operations team to ensure that strategic account plans are translated into effective day-to-day service delivery.
• Monitor and enforce adherence to Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) for all operational activities, with a focus on maintaining high standards of on-time delivery, inventory accuracy, and order fulfillment.
• Develop joint strategies with the operations team to address service delivery gaps, ensuring proactive and rapid resolution to maintain Sephora's business continuity.

4. Financial Analysis & Cost Modeling

• Act as the subject matter expert in advanced cost modeling and financial planning, leading the development and ongoing refinement of cost models to support Sephora's evolving business needs.
• Lead the calculation and analysis of critical financial metrics, such as CPU, Percent of Sale, AOV, and yield, ensuring these align with DSV's profitability targets and Sephora's business objectives.
• Ensure accurate tracking of actuals against forecasted volumes and costs, conducting variance analysis and implementing corrective actions as necessary.
• Support the annual budgeting process and participate in cost model re-negotiations, ensuring value creation and cost optimization for both DSV and Sephora.

5. Client Relationship & Business Protection

• Act as the primary strategic advisor and point of contact for Sephora's senior leadership, cultivating a strong partnership and fostering open communication.
• Proactively identify and mitigate any risks that could impact Sephora's business, implementing contingency plans as needed.
• Conduct regular business reviews with Sephora to assess performance, discuss future strategies, and explore opportunities for growth and innovation.

6. Continuous Improvement & Innovation

• Implement best practices and continuous improvement initiatives to enhance operational processes, reduce costs, and improve service quality.
• Leverage data and analytics to identify trends, make data-driven decisions, and optimize account performance.
• Promote a culture of innovation, encouraging the team to propose and test new ideas that can drive business success for both DSV and Sephora.

7. Leadership & Team Development

• Build, mentor, and develop a high-performing team, ensuring that all members have the tools and resources they need to succeed.
• Create a positive work environment that values diversity, promotes collaboration, and drives employee engagement.
• Establish clear performance expectations, provide regular feedback, and support career development initiatives to drive team growth.

Qualifications:

• Education: Bachelor's degree in Business, Supply Chain Management, Finance, or a related field. MBA or advanced degree preferred.
• Experience: Minimum of 10 years in customer support account management in supply chain or logistics environments with a minimum of five years in a senior leadership role.
• Project Management Expertise: Strong project management skills with experience in managing complex, multi-stakeholder projects with tight timelines and high visibility.
• Financial Acumen: Advanced knowledge of cost modeling, budgeting, and financial planning with experience in calculating cost per unit, the percent of logistics spent to top line revenue, average order value, yield, as well as other key financial metrics.
• Strategic Planning: Strong strategic planning, with a focus on aligning operational strategies to achieve client goals and ensuring SLAs are consistently met.
• Operational Expertise: Proven ability to collaborate effectively with operations teams to ensure exceptional service and advise on operational efficiency.
• Technical Skills: Proficiency in supply chain software, project management tools, Microsoft Office Suite, and other relevant technologies.
• Communication & Interpersonal Skills: Excellent communication, negotiation, and presentation skills, with the ability to influence at all levels.
• Leadership & Team Management: Strong leadership capabilities with a track record of building and managing high-performing teams.

At DSV, we keep supply chains flowing in a world of change. We provide and manage supply chain solutions for thousands of companies every day - from the small family-run business to the large global corporation. Our reach is global, yet our presence is local and close to our customers. Approximately 75,000 employees in over 80 countries work passionately to deliver great customer experiences and high-quality services. We aspire to lead the way towards a more sustainable future for our industry and are committed to trading on nature's terms.

DSV is a dynamic organization that fosters inclusivity and diversity. We conduct our business with integrity, respecting different cultures and the dignity and rights of individuals.

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