Senior Customer Service & Supply Chain Lead – Championing Digital Transformation, Global Logistics Excellence, and Customer Delight Across North America at brighthush

About brighthush

brighthush is a trailblazer at the crossroads of heritage and innovation, delivering everyday consumer goods that resonate with millions worldwide. With a diverse portfolio spanning food, personal care, and household essentials, we are committed to sustainability, digital excellence, and inclusive growth. Our North American operations serve as a vibrant hub of creativity, data‑driven decision making, and cross‑functional collaboration, supporting a diverse customer base that includes diaspora communities throughout the United States and Canada. At brighthush, we don’t just sell products – we create experiences that bring people together, one purchase at a time.

Why brighthush is the Place to Accelerate Your Career

At brighthush, we believe that the best ideas come from people who feel empowered, respected, and challenged. Our culture is built on transparency, continuous learning, and a shared mission to revolutionize the customer experience through technology and agility. As a member of our North American Foods team, you will work in a lean, high‑impact environment where your voice shapes strategy, execution, and the future of our supply chain. We celebrate curiosity, reward bold thinking, and provide the resources you need to grow both personally and professionally. Join a community that values diversity, encourages experimentation, and rewards results.

Position Overview

We are seeking a dynamic Senior Customer Service & Supply Chain Lead to spearhead growth initiatives for our Foods category across North America. In this role, you will partner with cross‑functional teams—Business Development, Customer Delight, Logistics, and Digital—to deliver seamless, digitally‑powered service that meets the evolving needs of diaspora‑focused retailers and consumers. Your strategic insights will drive profitability, operational excellence, and customer loyalty in a fast‑paced, global marketplace. You will be the linchpin that connects the customer journey to the supply chain backbone, ensuring that every order is fulfilled with precision, speed, and delight.

Key Responsibilities

• Customer Service Leadership: Own the end‑to‑end order‑to‑cash process, ensuring timely, accurate fulfillment and proactive issue resolution for key accounts.
• Supply Chain Strategy & Execution: Capture risks, opportunities, and delivery performance in monthly and quarterly sales reviews; align supply and demand planning with global cluster logistics and third‑party order management partners.
• Joint Business Planning (JBP): Lead strategic discussions with top customers to co‑create performance improvement plans, set KPI targets (dispatch rate, stock levels, cost), and monitor progress.
• Digital Transformation: Champion Salesforce and other digital initiatives that enhance the customer journey, streamline processes, and unlock measurable savings.
• Logistics Collaboration: Work closely with supply planning and global logistics to manage imports into North America, optimize local transportation, and negotiate direct‑ship opportunities.
• Governance & Customer Delight: Own the governance framework for periodic customer connects, leveraging tools like Customer Delight to benchmark performance and drive continuous improvement.
• Team Development: Mentor and oversee a Customer Service Associate (CSA) to ensure high‑quality service delivery and professional growth.
• Financial Stewardship: Apply deep understanding of P&L, cost‑to‑serve models, and financial impact analysis to inform decision making.
• Cross‑Functional Leadership: Engage global teams across regions, ensuring alignment on strategy, execution, and reporting.
• Innovation & Process Improvement: Identify and implement process enhancements that reduce cycle times, lower costs, and improve service levels.
• Stakeholder Management: Build and maintain strong relationships with internal and external stakeholders, including suppliers, carriers, and retail partners.

Essential Qualifications

• Bachelor’s degree in Business, Finance, Supply Chain Management, or a related field.
• Minimum 5 years of progressive supply chain experience, with at least 3 years in a customer‑service‑focused role within the consumer‑packaged goods (CPG) sector.
• Proven track record of managing customer relationships, driving service excellence, and delivering measurable cost savings.
• Hands‑on experience with retail replenishment systems such as GRS, Retail Link, JDA, and SAP.
• Strong analytical mindset, with the ability to translate data into actionable insights.
• Excellent oral and written communication skills, including presentation and stakeholder engagement.
• Demonstrated ability to multitask, meet tight deadlines, and thrive in a fast‑moving, autonomous environment.
• Self‑starter mentality with a passion for continuous improvement and innovation.

Preferred Qualifications

• Experience collaborating with diaspora‑focused retailers and understanding the unique dynamics of niche markets.
• Background in digital project management, particularly with Salesforce or similar CRM platforms.
• Experience leading outsourced or third‑party supply chain initiatives.
• Knowledge of global logistics operations and freight cost optimization.
• Proficiency in advanced Excel, Power BI, or other data visualization tools.
• Experience with Agile or Lean methodologies in a supply‑chain context.

Core Skills & Competencies

• Strategic Thinking & Execution
• Customer‑Centric Mindset
• Data‑Driven Decision Making
• Change Management & Digital Fluency
• Stakeholder Management & Influence
• Financial Acumen & Cost Management
• Team Leadership & Coaching
• Agile & Lean Methodologies
• Problem‑Solving & Critical Thinking
• Adaptability & Resilience

Career Growth & Learning Opportunities

At brighthush, your career trajectory is supported by a robust learning ecosystem. You will have access to:

• brighthush Academy: A suite of online courses covering supply chain analytics, digital transformation, and leadership.
• Mentorship Programs: Pairing you with senior leaders across regions to broaden your perspective.
• Cross‑Functional Projects: Opportunities to work on global initiatives that span marketing, finance, and technology.
• Innovation Labs: Platforms to prototype and pilot new ideas that can scale across the organization.
• Leadership Development Tracks: Tailored programs that prepare you for senior management roles.
• Continuous Learning Grants: Funding for external certifications, conferences, and workshops.
• Career Path Transparency: Clear progression ladders and regular performance reviews to help you map your future.

Work Environment & Culture

Our North American Foods team operates in a hybrid model, blending remote collaboration with in‑office hubs in key cities. We champion a culture of inclusivity, where diverse voices are heard and celebrated. Our core values—customer obsession, integrity, collaboration, and sustainability—guide every decision we make. You’ll find a supportive network of peers, a transparent communication flow, and a commitment to work‑life balance that empowers you to bring your best self to work. We celebrate achievements with regular town halls, hackathons, and community service days, ensuring that every team member feels valued and connected.

Compensation, Perks & Benefits

While specific figures vary by role and experience, brighthush offers a competitive total rewards package that includes:

• Base salary range: CAD 84,900 – 127,300 per year, commensurate with experience.
• Performance‑based bonus potential.
• Health, dental, vision, and prescription coverage.
• Retirement savings plan with company match.
• Life and disability insurance.
• Paid vacation, sick leave, and public holidays.
• Generous parental leave and flexible work arrangements.
• Employee assistance programs and wellness initiatives.
• Access to voluntary benefits such as tuition reimbursement, employee discounts, and volunteer time off.
• On‑site fitness facilities and wellness rooms at select hubs.
• Annual team retreats and off‑site learning days.

How to Apply

If you are ready to lead transformative change, drive customer delight, and shape the future of supply chain at brighthush, we encourage you to apply today. Submit your application through our careers portal—email applications will not be processed. By applying, you confirm that you have informed your line manager and that you are at a stage in your career where it is appropriate to pursue new opportunities within brighthush.

Our Commitment to Diversity & Inclusion

brighthush is dedicated to building a workforce that reflects the communities we serve. We welcome applicants of all backgrounds, identities, and experiences. All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, age, national or ethnic origin, marital status, family status, disability, genetic characteristics, or any other protected status. If you require accommodations during the recruitment process, please contact [email protected].

Ready to Make an Impact?

Join brighthush and become part of a team that is redefining the consumer experience through technology, data, and a relentless focus on customer satisfaction. Your expertise will help us unlock new growth opportunities, drive operational excellence, and create lasting value for our customers and communities. Apply now and take the next step in your career with brighthush.