Head of Supply Chain and Customer Services

Burgess Hill
20 Apr 2021
20 May 2021
Full Time
Contract Type
Experience Level
Experienced (non-manager)
You'll have the chance to positively impact the lives of patients across the UK, Ireland and agency countries (Cyprus,  Iceland, Israel and Malta), by leading our Supply Chain & Customer Services Operations.

Reporting to the Director of Finance and Operations, you will be responsible for providing a superior customer experience, whilst focusing on sustainability, efficiency and resilience. Moreover, you will lead process harmonisation, simplification and standardisation, focusing on end-to-end processes and leveraging technology and automation.

You will drive our ambition to reduce our environmental impact by half by 2029.

Key responsibilities:
  • As a leader of leaders, the Head of Supply Chain (SC) and Customer Services (CC) will enable, develop and empower the team to deliver the SC & CC objectives and priorities
  • Acts as a coach for the team and enables people to develop to their full potential, continuously developing capabilities, skills and mindset. Creating an environment where people speak up and share their ideas
  • Engages with different stakeholders to deliver a superior customer experience, whilst continuously optimising the operation and guaranteeing business continuity
  • Develops the local supply chain planning strategy in alignment with the global and regional directions
  • Accountable for the UK National Distribution Centre
  • Manages the Instruments Dispatch team
  • Manages the Customer Services team, aiming to delight customers on different interactions and to drive the development and adoption of digital tools
  • Defines and implements metrics to evaluate and improve customer experience and efficiency, such as OTIF, Customer Complaints, Customer Services SLAs, Forecast Accuracy, Inventory Levels, Write-offs, Inventory and Distribution costs
  • Ensures robust business continuity plans are in place, practised and implemented as appropriate
  • Maintains high-quality standards in accordance with local and global regulations
  • Manages the overall Supply Chain, Distribution & Customer Services budget

About you

Education :

• Degree or equivalent experience in a subject such as logistics, supply chain management, business studies. Master or MBA highly desirable.

Knowledge, Skills, Abilities, and Competencies: 
  • 10+ years experience in supply chain management,  with at least 5 years  with a proven track record as a senior leader
  • At least 5 years   leading an end to end supply chain operation through leaders    
  • Ability to articulate a vision for the end to end supply chain and customer service and inspire people to join you on the journey
  • Demonstrated transformational leadership ability (Visionary, Architect, Coach and Catalyst)
  • Demonstrated ability to design, mobilise and deliver complex change programmes with a balanced approach between speed of results and sustainability of culture change
  • Demonstrated success leading and influencing in a matrixed organization, building networks across and beyond Supply Chain & Customer services
  • Drives an inclusive environment where people can bring their best selves to work every day
  • Has a continuous learning mindset, asking questions and driving opportunities to further develop own skills and knowledge
  • Acts with integrity: demonstrates responsible, ethical, and honest behaviours in all aspects of the role and models the organisation's values
  • Ability to balance local initiatives with regional/global initiatives in an effective way
  • Financially astute with the budgeting experience and ability to interpret and analyse financial data in order to identify and drive focused plans to improve cost and efficiency
  • Excellent oral/written communication in English required 
  • Understanding of the healthcare environment is highly desirable, with a preference for diagnostics

If you are proud of contributing and feel you have the commitment to shared leadership, teamwork and innovation that we are seeking, then Roche is the organisation for you.  In return, we offer a competitive salary plus the excellent benefits you would expect from a blue-chip organisation, including a genuine interest in your leadership development and progression. All of which has ranked Roche number 4 in the Sunday Times 25 Best Big Companies to Work in 2020.

Want to get insights into what it is really like to build a career at Roche?

Meet our team of Roche Insiders and join in the conversation on

Privacy Notice:

Please find Roche Diagnostics' Candidate Privacy Notice posted on

Application closing date: 17th May 2021