Moët Hennessy EMEA Customer Service and Logistics Director

About Moët Hennessy

Moët Hennessy, the wines and spirits division of LVMH, brings together some of the world’s most storied maisons, uniting centuries of craftsmanship with a distinctly contemporary spirit. As an employer, it offers an international environment where heritage, excellence, creativity, and responsible innovation shape every profession, from vineyards and cellars to marketing, distribution, finance, and hospitality. The group values talent capable of honoring exceptional savoir-faire while anticipating the expectations of discerning consumers worldwide. Through its global reach, entrepreneurial culture, and commitment to sustainability, Moët Hennessy provides careers defined by prestige, purpose, and the pursuit of enduring luxury.

Role & Responsibilities

• Lead Customer Service activities across EMEA, progressively developing capabilities toward a Customer Care model.
• Develop understanding of customer needs and service expectations to improve customer experience and strengthen business partnerships.
• Monitor and improve customer satisfaction through structured feedback and performance reviews.
• Ensure excellence in order fulfilment, stock allocation and stock preservation.
• Work closely with Sales and Commercial teams to support growth.
• Establish visibility and governance of Customer Care performance across EMEA.
• Monitor service performance, customer issues, risks and priorities.
• Drive standard performance measurement and service reporting across markets.
• Promote data-driven decision-making and early identification of service risks.
• Ensure consistency of customer service processes, KPIs and best practices across the region.
• Lead the EMEA Logistics Control Tower.
• Monitor transportation, warehousing and distribution activities across markets and logistics partners.
• Define and deploy the EMEA logistics strategy, standards and core operating model for warehousing, transportation and related 3PL operations.
• Develop logistics performance benchmarks and regional governance routines.
• Drive operational excellence management.
• Lead systematic logistics tendering, RFI/RFQ processes and 3PL performance reviews.
• Ensure customs regulatory monitoring.
• Lead Transport Management System implementation across the scope of MH Distribution Companies.
• Accelerate adoption of automated order capture and order processing solutions.
• Identify opportunities to reduce manual order-taking activities and improve service efficiency.
• Support implementation of digital tools and technologies that improve customer experience and operational performance.
• Increase the use of analytics, business intelligence and automation in Customer Care and Logistics processes.
• Develop and harmonise Customer Care and Logistics processes across EMEA.
• Ensure robust deployment of key operational practices.
• Foster a culture of continuous improvement and operational discipline.
• Promote the sharing of best practices across markets and clusters.
• Establish and progressively strengthen EMEA Logistics Cost Control capabilities.
• Improve visibility and understanding of logistics costs across transportation, warehousing and distribution activities.
• Partner with Supply Chain Finance Controlling to monitor budget performance and identify improvement opportunities.
• Develop benchmarking and cost performance reviews across markets and logistics providers.
• Promote Cost-to-Serve methodologies to support business decision-making and resource allocation.
• Identify and implement initiatives that improve operational efficiency.
• Own EMEA Customer Care and Logistics performance frameworks and KPIs.
• Support network optimisation and efficiency improvement opportunities.
• Ensure products comply with company policies, regulatory requirements and quality standards.
• Monitor sustainability performance and contribute to ESG objectives.
• Lead Customer Care and Logistics activities across EMEA, ensuring customer experience, operational excellence and cost-effective distribution.
• Drive the transition from transactional Customer Service to proactive Customer Care and from fragmented logistics monitoring to full 3PL performance management.
• Act as the EMEA Customer Care and Logistics Control Tower, providing visibility, performance management and governance across markets, logistics partners and customers while driving continuous improvement and operational standardisation.

Qualifications

• Bachelor’s or Master’s degree in Supply Chain Management, Logistics or Business Administration.
• At least 10 years of experience in Logistics or Customer Service within FMCG, luxury or beverage industries; the role profile also cites 15 years.
• Experience managing 3PLs, transport or warehouse operations.
• Fluent English; French is desirable.
• Strategic thinking combined with strong operational discipline.
• Demonstrated delivery of major transformation programmes involving processes, organisation, technology, data and change management.
• Significant senior leadership experience in Customer Service, Customer Care, Logistics, Distribution or end-to-end Supply Chain.
• Experience leading multi-country or regional operations in a complex, international and matrix organisation.
• Strong experience managing outsourced logistics operations and strategic 3PL relationships.
• Proven ownership of logistics budgets, cost control, contract negotiations and performance improvement.
• Experience in Order-to-Cash transformation, automation, EDI, OCR/IDP, TMS, SAP or comparable enterprise solutions.
• Experience defining operating models, regional standards, governance and performance-management frameworks.
• Ability to influence senior stakeholders and mobilise local teams without relying solely on hierarchical authority.
• Strong customer orientation and experience partnering with Commercial teams.
• Experience in sustainability, logistics compliance or customs is an advantage.

Skills

Experience

At least 10 years; 15 years is also cited for experience in Logistics or Customer Service within FMCG, luxury or beverage industries.

Education

Bachelor’s or Master’s degree in Supply Chain Management, Logistics or Business Administration.

Culture

Moët Hennessy offers a workplace culture rooted in heritage, craftsmanship, and the art of hospitality, where employees contribute to some of the world’s most prestigious wines and spirits Maisons. The environment combines international collaboration with a strong commitment to excellence, sustainability, and innovation, encouraging teams to preserve tradition while shaping the future of luxury experiences.

About Cerulean

Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.