EMEA PMO Customer Service Logistics

Moët Hennessy, the Wines and Spirits Division of LVMH, regroups twenty-four Maisons, many of which have been around for centuries, while other are just starting their journey. Our vision is to lead the future of luxury Wines and Spirits from nature to communities. Located in the most prestigious terroirs around the world, we have unique savoir-faire from winemaking to art de vivre, hospitality, and brick-and-clicks retail management to craft exceptional experiences for consumers. For many years, with the ambition to pass on a better world to future generations, we have been committed to the Living Soils Living Together program structured around four key commitments: Regenerating our Soils, Mitigating our Climate Impact, Engaging Society, and Empowering our People. Moët Hennessy is proud to promote a diverse, equitable and inclusive working environment for all. As an employer, Moët Hennessy offers unique journeys throughout its global ecosystem, opportunities to develop new skills and grow professionally. The Customer Service & Logistics Transformation PMO is responsible for driving and coordinating strategic transformation initiatives across EMEA Customer Service and Logistics operations. The role ensures the establishment of common operational fundamentals, governance, processes, data standards and reporting capabilities while orchestrating cross-functional transformation Programs and ensuring sustainable adoption across Markets, Regions and Central teams. The PMO acts as the single point of coordination between Supply Chain, Customer Service, Logistics, IT, Finance, Data, Master Data, Procurement and 3PL partners to ensure successful execution of the transformation roadmap and delivery of business benefits. 1. Establish Customer Service & Logistics Fundamentals: design, deploy and maintain common operational standards across Markets and Distribution Centres, including: • Logistics Fundamentals: Transport routes and transportation lead times, Receiving hours and warehouse operating calendars, Order cut-off times, National and local holiday calendars, Best-before date management principles, Product traceability and scan requirements, Logistics master data governance, Service level definitions and performance standards, etc. • Customer Service Fundamentals: Fulfilment and service level definitions, Customer specifications and master data requirements, EDI standards and integration requirements, Stock preservation and allocation principles, Customer order management standards, Customer onboarding requirements, Customer communication and escalation standards, etc. • Process harmonisation initiatives 2. Drive the Fundamentals Roadmap • Build and maintain the Customer Service & Logistics transformation roadmap. • Define priorities, milestones, deliverables and dependencies • Monitor execution progress and identify risks. • Lead mitigation plans and escalation processes. • Coordinate activities across Markets, Regions and Central functions. • Ensure program objectives are delivered on time and within scope 3. Orchestrate Supply Chain Transformation Initiatives: Lead the deployment and adoption of key transformation streams including: • Orbit project : Order automation + eB2B customer portal implementation • Customer Care transformation projects • Logistics network improvement projects • Service level improvement programs • Responsibilities include: Stakeholder alignment, Program governance, Deployment planning, Change management, Benefit tracking, Executive reporting 4. Establish Data & Reporting Governance/ Partner with Central Data and Analytics teams to: • Define data ownership responsibilities • Establish Customer Service and Logistics KPIs • Build EMEA reporting standards • Support development of BI dashboards • Improve data quality and consistency • Define reporting governance processes • Ensure availability of transformation performance indicators • Examples include: OTIF, Fulfilment Rate, Logistics Service Levels, Order Automation Rate, EDI Adoption Rate, Productivity Metrics, Inventory and stock availability indicators 5. Governance & Stakeholder Management • Prepare Steering Committees and governance forums. • Coordinate decision-making across functions. • Facilitate alignment between Markets, Regions and Corporate teams. • Manage relationships with 3PL providers and external partners. • Ensure transparency on Program status, risks and achievements. • Develop executive communications and management presentations. 6. Process Documentation & Knowledge Management • Build and maintain process repositories • Develop standard operating procedures (SOPs). • Ensure documentation of business rules and governance models. • Maintain transformation archives and historical records. • Capture lessons learned and best practices. • Ensure continuity and knowledge transfer across teams. 7. Change Management & Adoption • Support organisational readiness. • Coordinate training plans. • Develop communication materials. • Promote adoption of new ways of working. • Track adoption KPIs and corrective actions. • Support local teams during deployment and stabilisation phases. Education & Experience Master's degree in Supply Chain, Engineering, Business Administration or equivalent. 3-5 years of experience in Supply Chain, Customer Service, Logistics or Transformation programs. Previous experience managing cross-functional projects. Experience working in international and matrix organisations. Strong understanding of end-to-end Order-to-Cash and Logistics processes. Experience collaborating with external logistics providers and technology partners. Languages Fluent in English; French desirable. Hard Skills Project and Program management Supply Chain operations Customer Service processes Logistics and distribution operations Process mapping and standardisation Business process improvement KPI design and performance management Data governance Business Intelligence and reporting (PowerBI preferred) ERP Systems (SAP Preferred) EDI Flows and customer integration Risk Management Change Management methodologies Soft Skills Strong leadership through influence Excellent stakeholder management Ability to operate in complex environments Strategic thinking with strong execution focus Structured and analytical mindset Strong communication and presentation skills Problem-solving capability Facilitation and conflict resolution Ability to manage multiple priorities simultaneously Results-oriented and pragmatic approach