Senior Manager, Customer Supply Chain Collaboration - Americas

What You’ll Do

• Serve as the primary operations lead for assigned strategic retail accounts, acting as the senior operational counterpart to customer supply chain, logistics, order management, and operations teams.
• Proactively identify critical customer and channel partner needs, ensuring Sol de Janeiro’s operational capabilities meet or exceed expectations.
• Establish and scale a strategic account operating model, defining governance, cadence, metrics, and escalation paths aligned to Perfect Order performance.
• Develop, own, and maintain dual operational scorecards, measuring both Sol de Janeiro and partner performance across service levels, fill rate, OTIF, inventory health, compliance, and cost-to-serve.
• Lead monthly operational reviews and Quarterly Business Reviews (QBRs) with strategic accounts, delivering clear performance insights, trend analysis, risks, and improvement roadmaps.
• Own operational issue management and escalation, ensuring structured root-cause analysis and timely resolution of service, inventory, compliance, or cost challenges.
• Drive operational excellence across order management, sales operations enablement, channel partner relations, and customer-facing supply chain processes.
• Partner closely with Commercial and Account Management teams to support launches, promotions, peak planning, and long-range growth initiatives.
• Represent Operations in senior-level customer discussions, reinforcing Sol de Janeiro as a proactive, reliable, and solutions-oriented partner.

What You’ll Be Working On

• Strategic Account Operations Leadership
• Identify, prioritize, and lead joint process improvement and continuous improvement initiatives with strategic retail partners.
• Drive cross-company projects focused on improving Perfect Order execution—service performance, accuracy, timeliness, visibility, and cost-to-serve.
• Establish standardized best-in-class operational processes, documentation, and governance models that can be scaled across multiple strategic accounts.
• Translate improvement initiatives into measurable outcomes, tracking benefits against agreed KPIs and financial targets.
• Act as an internal champion for operational excellence, sharing learnings and best practices across strategic accounts, Amazon, DTC, and wholesale channels.
• Joint Continuous Improvement & Process Excellence
• Identify, prioritize, and lead joint process improvement and continuous improvement initiatives with strategic retail partners.
• Drive cross-company projects focused on improving Perfect Order execution—service performance, accuracy, timeliness, visibility, and cost-to-serve.
• Establish standardized best-in-class operational processes, documentation, and governance models that can be scaled across multiple strategic accounts.
• Translate improvement initiatives into measurable outcomes, tracking benefits against agreed KPIs and financial targets.
• Act as an internal champion for operational excellence, sharing learnings and best practices across strategic accounts, Amazon, DTC, and wholesale channels.
• Amazon Operations Leadership
• Provide senior-level leadership and oversight of end-to-end Amazon U.S. and UK operational performance across FBA, 3PL, and carrier networks.
• Directly manage and develop the Manager, Amazon Operations, ensuring strong day-to-day execution while maintaining strategic focus.
• Own Amazon operations P&L in partnership with Finance, identifying cost reduction, productivity, and profitability improvement opportunities.
• Ensure timely, accurate inventory flow into the Amazon FBA network & resolution of receiving, inventory accuracy, and reconciliation discrepancies.
• Develop and maintain KPI dashboards covering fulfillment performance, inventory accuracy, returns, and 3PL/cARRIER SLAs.
• Set strategic goals for Amazon operational efficiency and scalability, contributing to future-state fulfillment and network design.
• Lead continuous improvement initiatives across Amazon operations through data-driven analysis, process redesign, and vendor negotiations.
• Cross-Functional Leadership & Executive Communication
• Act as a senior operational leader across internal teams and external partners, aligning priorities and driving accountability.
• Translate complex operational data into clear, executive-ready insights and recommendations.
• Influence long-term network, systems, and capability planning to support growth across strategic retail and Amazon channels.

Must Haves

• Bachelor’s degree with 7–10+ years of experience in operations, supply chain, logistics, or e-commerce environments.
• Demonstrated experience owning operational relationships with large, complex customers or partners.
• Strong financial and analytical acumen, including KPI development, cost-to-serve analysis, and P&L partnership.
• Proven ability to lead cross-functional initiatives and influence senior internal and external stakeholders.
• People leadership experience, including managing managers and developing high-performing teams.
• Ability to travel up to 25% annually
• Hands-on experience with Amazon Seller Central and/or Vendor Central environments.
• Experience supporting operations for large retail or wholesale customers.
• Background in beauty, CPG, or consumer goods industries.
• Experience working with or managing 3PLs and complex distribution networks.
• Advanced proficiency in Excel, PowerPoint, and operational reporting tools; experience with ERP systems such as NetSuite or SAP.