Senior Customer Service & Supply Chain Lead – North America – Digital Transformation & Diaspora Market Growth at brighthush

About brighthush

brighthush is a global consumer‑goods powerhouse that thrives on innovation, diversity, and a relentless focus on customer delight. With a presence in more than 75 countries, we bring everyday products to millions of households while continuously exploring untapped markets and emerging consumer segments. Our North American Foods division is a high‑growth engine, delivering premium, culturally resonant products to diaspora communities across the United States and Canada. As part of brighthush’s commitment to digital excellence, we are redefining the supply‑chain experience to be faster, smarter, and more customer‑centric than ever before.

Why This Role Matters

As the Senior Customer Service & Supply Chain Lead, you will be the linchpin that connects our North American customer base with the global supply‑chain network. Your strategic vision will shape how we serve niche markets—Asian, Hispanic, East European, and more—ensuring that every order is fulfilled with speed, accuracy, and a personal touch. You will champion digital initiatives, drive cost‑saving projects, and collaborate with cross‑functional teams to deliver a seamless, end‑to‑end experience that keeps our customers coming back.

Key Responsibilities

• Customer Service Leadership: Oversee the entire order‑to‑cash cycle, ensuring that customer inquiries, returns, and escalations are resolved efficiently. Manage a dedicated Customer Service Associate (CSA) and foster a culture of continuous improvement.
• Supply‑Chain Risk & Opportunity Management: Identify and mitigate risks in the supply‑chain pipeline, while spotting opportunities for process enhancements and cost reductions. Deliver monthly and quarterly KPI reports (e.g., Dispatch Rate, Stock Levels, Cost per Order) to senior leadership.
• Strategic Partnerships: Work closely with the Business Development Director and Customer Development (CD) teams to align supply‑chain strategies with customer growth plans. Lead joint business planning (JBP) sessions with key accounts to co‑create performance improvement roadmaps.
• Demand & Supply Planning Integration: Coordinate with global cluster logistics, cluster customer‑service teams, and third‑party order‑management partners (e.g., Cap Gemini) to synchronize demand forecasts, inventory plans, and delivery schedules.
• Digital Transformation: Spearhead Salesforce and other digital initiatives that enhance the customer experience. Own the roadmap for digital tools that streamline order processing, real‑time inventory visibility, and proactive customer communication.
• Logistics & Cost Optimization: Partner with supply‑planning and global logistics to manage imports into North America. Negotiate local transportation contracts, maximize load utilization, and explore direct‑ship opportunities to drive savings.
• Governance & Customer Delight: Implement governance frameworks for periodic customer touchpoints. Use tools like Customer Delight to benchmark performance against industry standards and identify improvement levers.
• Data‑Driven Insights: Leverage analytics to uncover customer trends, forecast demand spikes, and recommend product mix adjustments. Translate insights into actionable strategies that enhance customer satisfaction and profitability.

Essential Qualifications

• Bachelor’s degree in Business, Finance, Supply‑Chain Management, or a related field.
• Minimum 5 years of experience in supply‑chain operations, with at least 3 years in a customer‑service‑focused role within the CPG industry.
• Proven track record of managing cross‑functional, cross‑geographical teams in a lean, agile environment.
• Strong analytical mindset with the ability to translate complex data into clear, actionable insights.
• Excellent communication skills—both written and verbal—along with polished presentation abilities.
• Hands‑on experience with retail replenishment systems such as GRS, Retail Link, JDA, and SAP.
• Comfortable working under tight deadlines, managing multiple priorities, and driving results with minimal supervision.
• Understanding of P&L, cost‑to‑serve models, and financial impact assessment.

Preferred Qualifications

• Experience leading digital transformation projects (e.g., Salesforce, ERP upgrades).
• Background in managing third‑party logistics partners and negotiating transportation contracts.
• Exposure to diaspora‑market consumer behavior and niche product positioning.
• Knowledge of performance metrics such as Customer Delight scores and JBP KPIs.
• Experience with outsourced system development or performance delivery projects.

Skills & Competencies

• Strategic Thinking & Execution
• Customer‑Centric Mindset
• Data Analysis & Problem Solving
• Project Management & Agile Methodologies
• Stakeholder Management & Influence
• Digital Literacy (Salesforce, ERP, BI tools)
• Financial Acumen & Budgeting
• Cross‑Cultural Communication

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the markets we serve. As a senior leader, you will:

• Gain exposure to global supply‑chain operations and strategic decision‑making at the executive level.
• Lead high‑impact digital initiatives that shape the future of customer experience.
• Mentor and develop a high‑performing team, building a legacy of talent and innovation.
• Participate in cross‑functional leadership forums, expanding your network across the organization.
• Access continuous learning programs—certifications in supply‑chain, digital transformation, and leadership—supported by brighthush’s learning budget.

Work Environment & Culture

brighthush champions a culture of inclusion, curiosity, and collaboration. Our North American hub is a vibrant, remote‑first environment that empowers you to work from anywhere in Canada while staying connected through virtual collaboration tools. We celebrate diverse perspectives, encourage experimentation, and reward bold ideas that drive measurable results.

Compensation, Perks & Benefits

While specific figures may vary based on experience and location, the role offers a competitive salary range of CAD 84,900–127,300 per year, complemented by:

• Performance‑based bonus potential.
• Health, dental, vision, and prescription coverage.
• Retirement savings plan with company match.
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