Customer Service & Logistics Lead SSA

Job Description:

Customer Service & Logistics Lead SSA – Mars Snacking Nairobi, Kenya

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As a Customer Service & Logistics Lead at Mars, you will be responsible for leading inbound logistics, customer service, and outbound logistics operations for our Sub-Saharan African markets. You will lead a dedicated team to manage end-to-end supply operations, oversee third-party service providers, and work with government authorities to ensure exceptional customer service and cost efficiency. In this role, you will work closely with Market Collaboration, Sales, Factory Logistics, Quality, Corporate Affairs, Procurement, and Finance to deliver the right product, in the right place, at the right time, consistently meeting our customers’ expectations.

What are we looking for?

- A bachelor’s degree in supply chain, engineering, business, or economics; a Master’s degree or certifications (APICS, IBF, PMP) are preferred.
- 8-10 years of strong technical and functional experience in supply chain, including logistics, customer service, and supply planning.
- Proven expertise in SAP, Microsoft Office, and Business Intelligence tools.
- Excellent communication and presentation skills, with fluency in English and an ability to work well under pressure.
- A tech-savvy individual with a passion for analytics and data-driven decision-making.

What would be your key responsibilities?

- Develop and deploy the Customer Service & Logistics (CCL) strategy for the SSA region to ensure unit growth while reducing costs and waste.
- Lead, develop, and engage the SSA CS&L team, building organizational capability and fostering a high-performance culture.
- Drive excellence in execution by ensuring continuous improvement across all logistics and warehousing operations and managing the logistics conversion cost budget.
- Manage 3PL service providers to deliver target service levels, and collaborate with sales teams to develop operational frameworks with distributors.
- Oversee stock management and product availability to achieve case-fill targets and ensure superior customer service.

What can you expect from Mars?

- Work with over 130,000 diverse and talented Associates, all guided by the Five Principles.
- Join a purpose driven company, where we’re striving to build the world we want tomorrow, today.
- Best-in-class learning and development support from day one, including access to our in-house Mars University.
- An industry competitive salary and benefits package, including company bonus.