Sr. Director, Supply Chain & Customer Service

The  Senior Director, Supply Chain Italy  is responsible for implementing the integrated supply chain strategy for the Italian market, ensuring operational excellence, product availability, customer service quality, and the reduction of obsolescence risk.

The role serves as the primary liaison between the Global Supply Chain organization and the Italian commercial functions, ensuring alignment among sales forecasts, distribution activities, and customer service management across all business channels.

The position oversees Demand Planning and Customer Service & In-Market Distribution activities, ensuring high service standards for pharmacies, wholesalers, and hospital customers, while complying with Good Distribution Practice (GDP) regulations, compliance requirements, and the company’s financial objectives.

As a member of both the  Italy Business Unit Leadership Team  and the  Global Supply Chain Leadership Team , the role contributes to strategic decisions supporting business growth, profitability, and sustainability.

Your Role
Supply Chain Strategy and Governance
Define and implement the Supply Chain strategy for the Italy Business Unit in alignment with global and local business objectives.
Ensure product availability and service continuity in the Italian market.
Drive transformation initiatives and continuous improvement programs in line with the global Supply Chain roadmap.
Ensure effective end-to-end process management, from demand forecasting through to distribution.

Demand Planning and S&OP Process
Lead the Integrated Business Planning (IBP) and Sales & Operations Planning (S&OP) processes.
Ensure reliable forecasts through close collaboration with Commercial, Marketing, Finance, and Global Supply Chain teams.
Monitor and improve forecast accuracy and forecast bias metrics.
Manage risks related to product shortages, excess inventory, and obsolescence.
Define the service strategy across all distribution channels.
Ensure high service levels for pharmacies, wholesalers, hospitals, and integrated-channel customers.
Foster a customer-centric culture focused on service quality.
Manage critical situations and high-impact business issues.

In-Market Distribution
Oversee distribution operations across the Italian market.
Ensure compliance with GDP regulations and internal company procedures.
Collaborate with logistics providers and external partners to ensure operational efficiency and service quality.
Optimize the distribution network, logistics costs, and operational performance.
Monitor inventory obsolescence risk and slow-moving products.
Support the Finance function in achieving cash flow objectives.
Lead, motivate, and develop high-performing teams.
Promote a culture of accountability, collaboration, and continuous improvement.
Support succession planning and employee development initiatives.
Foster employee engagement, inclusion, and leadership growth.

Who are you
Bachelor’s degree in business administration, Industrial Engineering, Logistics, Supply Chain Management, or a related field;
Master's degree or MBA preferred.
12-15+ years of progressive leadership experience in Supply Chain, Customer Service, Demand Planning, and Logistics.
Significant experience within pharmaceutical, healthcare, or other highly regulated FMCG environments.
Strong knowledge of Integrated Business Planning (IBP), Sales & Operations Planning (S&OP), demand forecasting, inventory optimization, customer service, distribution, and logistics.
Solid understanding of GDP regulations, ERP systems (SAP preferred), Supply Chain analytics, KPI management, and risk management.
Proven track record in leading complex organizations, transformation initiatives, and continuous improvement programs.
Strategic thinker with strong business acumen and a…