Customer Fulfilment Associate Manager At SC Johnson

Customer Fulfilment Associate Manager – MENAPT Cluster – SSC

• Cairo, Egypt

Overview As part of the EMEA Shared Services Center, the Customer Fulfilment Associate Manager leads and develops a team responsible for delivering outstanding end-to-end customer fulfilment services for a defined portfolio of AMET domestic markets. The role is accountable for ensuring consistent, high-quality execution across order management, stock allocation, and customer service processes, while driving performance against service, case fill, and on-time delivery targets. In addition to day-to-day team leadership, the Associate Manager plays a key role in cross-functional collaboration with Sales, Supply Planning, Logistics, and other Supply Chain partners to proactively manage risks, resolve issues, and continuously improve ways of working.

Responsibilities

• Lead, coach, and develop a team of Customer Fulfilment Analysts, ensuring high performance, capability growth, and adherence to compliant, timely order and master data processing in SAP.
• Own and drive the customer fulfilment strategy for the assigned portfolio, ensuring high-quality, efficient order management aligned with standard processes, internal controls, and service level targets.
• Identify and deliver cost and efficiency improvements, leading initiatives that reduce cost to serve, penalties, rework, and operational inefficiencies across AMET fulfilment activities.
• Analyse operational KPIs and customer service metrics (e.g., case fill, OTIF, backlog, cancellations) to influence service, cost, and financial outcomes—prioritising actions that protect margins and P&L exposure.
• Translate operational challenges into clear insights for senior stakeholders, enabling informed decisions and effective trade‑offs between service performance, cost efficiency, and financial impact.
• Oversee stock allocation decisions, working closely with Sales and Supply Chain to ensure aligned, transparent prioritisation during constrained supply situations.
• Ensure effective execution of new product introductions and delists, coordinating across Sales, Supply Planning, and logistics partners to maintain seamless customer transitions.
• Drive performance against key service KPIs, proactively managing risks, leading root cause analysis, and implementing corrective actions with cross‑functional teams.
• Embed a culture of continuous improvement, identifying opportunities to streamline processes, enhance customer fulfilment, and strengthen overall operational efficiency.

Experience You’ll Bring

• Fluent in English and Arabic both written and verbal
• Supply Chain Experience or understanding of end-to-end Supply Chain
• Previous experience in customer services and order management experience (desirable)
• Strong people leadership skills, including the ability to motivate, coach, and develop team members in a fast-paced, service-driven environment.
• Strong commercial and customer-centric mindset, with the ability to balance service performance, cost-to-serve, and business priorities across AMET markets

Behaviors You’ll Need

• Effective influencing, communication, and presentation skills, with the ability to engage confidently across functions and seniority levels.
• Strong problem-solving and analytical capabilities, with a structured approach to issue resolution and decision-making.
• Ability to build collaborative, trust-based relationships through professional, proactive, and customer-focused interactions.
• Continuous improvement mindset, with the ability to challenge existing processes and drive sustainable change.

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