Lead - Distribution, Logistics & Customer Care Operations - India & South Asia

Overview

Lead the end-to-end execution of Distribution & Logistics and Customer Care operations across the India and South Asia cluster, ensuring reliable product availability, superior customer experience, regulatory compliance and business continuity.

What you'll do

• Lead end-to-end cluster Distribution & Logistics operations, including warehousing, transportation, inventory management, import/export, customs and trade compliance, controlled substances, samples distribution, and 3PL/4PL performance management.
• Lead Customer Care and Order-to-Bill operations, including customer onboarding, licensing and permit management, order management, strategic allocation, order approval and release, claims and returns, billing readiness and customer issue resolution.
• Ensure compliant execution of revenue recognition, billing, credit note, accounts receivable and cash collection processes in partnership with Finance, Tax and Commercial stakeholders.
• Define cluster priorities, governance, operating rhythms and lead tiered performance management processes to drive service, quality, compliance, cost and customer experience outcomes.
• Provide leadership and direction to the Distribution & Logistics and Customer Care organizations, ensuring clear accountabilities, capability development and consistent execution across all countries within the cluster.
• Ensure operational readiness for product launches, portfolio changes, network transformations, partner transitions and new customer, distributor or country onboarding.
• Drive effective management of inventory, master data (logistics, customer and sales), product availability and operational controls to ensure accurate and compliant execution.
• Lead the resolution of significant operational issues, deviations, CAPAs and cross-functional escalations, partnering with Business Units, Quality, Finance, Regulatory, Procurement, Tax, Legal and DD&T.
• Lead risk management, business continuity, compliance and audit readiness activities, ensuring adherence to GDP, customs, trade and internal control requirements.
• Drive process standardization, harmonization, digital enablement, sustainability and productivity initiatives to continuously improve performance and cost efficiency across the cluster.
• Lead cluster budget management: MRP/MYC/LBE submission and monthly closure comments.

What you'll need

• Master's degree in Supply Chain Management, Logistics, Operations Management, Business Administration or related field.
• Minimum 12+ years of relevant experience in Supply Chain, Distribution & Logistics, Customer Care and Order-to-Bill operations, preferably within a regulated industry.
• Strong knowledge of warehousing, transportation, inventory management, customs and trade compliance, customer service, order management and revenue-recognition-related processes.
• Strong communication, stakeholder management and influencing skills, with the ability to effectively collaborate across countries, cultures, functions and organizational levels.
• Proven leadership capability in managing multi-country operations and developing high-performing teams through coaching, mentoring, talent development and succession planning.
• Strong business acumen and financial understanding, including logistics cost management, budgeting, operational performance metrics and Order-to-Bill financial controls.
• Structured and analytical problem-solving capabilities, with the ability to balance customer service, compliance, operational and financial considerations while driving pragmatic decision-making.
• Demonstrated ability to lead change, standardization, process improvement, digital transformation and continuous improvement initiatives within a matrix organization.
• Strong systems proficiency, including SAP (SD/MM/FI), transportation and warehouse management solutions, reporting and analytics platforms, and customer collaboration tools.
• Fluent in English, both written and verbal.

Nice to have

• Pharmaceutical experience strongly preferred.
• Additional European languages are an advantage.
• APICS/ASCM certification and/or MBA desirable.

Details

• Location: Mumbai, India.
• Employee worker type, regular, full time.