SC JOHNSON IS A FIFTH-GENERATION FAMILY COMPANY BUILT ON THE SPIRIT OF OUR PEOPLE. We have been leading with purpose for over 130 years, building iconic brands that win the hearts and minds of consumers – such as Raid®, Glade®, Ziploc® and more, in virtually every country around the world. Together, we are creating a better future – for the planet, for future generations and for every SCJ team member. Join our winning team of Wave Makers and Go Getters and help us write the next chapter in the SCJ story.
Customer Fulfilment Associate Manager – MENAPT Cluster - SSC
• Cairo, Egypt
Overview
As part of the EMEA Shared Services Center, the Customer Fulfilment Associate Manager leads and develops a team responsible for delivering outstanding end-to-end customer fulfilment services for a defined portfolio of AMET domestic markets. The role is accountable for ensuring consistent, high-quality execution across order management, stock allocation, and customer service processes, while driving performance against service, case fill, and on-time delivery targets. In addition to day-to-day team leadership, the Associate Manager plays a key role in cross-functional collaboration with Sales, Supply Planning, Logistics, and other Supply Chain partners to proactively manage risks, resolve issues, and continuously improve ways of working.
Responsibilities
- Lead, coach, and develop a team of Customer Fulfilment Analysts, ensuring high performance, capability growth, and adherence to compliant, timely order and master data processing in SAP.
- Own and drive the customer fulfilment strategy for the assigned portfolio, ensuring high-quality, efficient order management aligned with standard processes, internal controls, and service level targets.
- Identify and deliver cost and efficiency improvements, leading initiatives that reduce cost to serve, penalties, rework, and operational inefficiencies across AMET fulfilment activities.
- Analyse operational KPIs and customer service metrics (e.g., case fill, OTIF, backlog, cancellations) to influence service, cost, and financial outcomes—prioritising actions that protect margins and P&L exposure.
- Translate operational challenges into clear insights for senior stakeholders, enabling informed decisions and effective trade‑offs between service performance, cost efficiency, and financial impact.
- Oversee stock allocation decisions, working closely with Sales and Supply Chain to ensure aligned, transparent prioritisation during constrained supply situations.
- Ensure effective execution of new product introductions and delists, coordinating across Sales, Supply Planning, and logistics partners to maintain seamless customer transitions.
- Drive performance against key service KPIs, proactively managing risks, leading root cause analysis, and implementing corrective actions with cross‑functional teams.
- Embed a culture of continuous improvement, identifying opportunities to streamline processes, enhance customer fulfilment, and strengthen overall operational efficiency.
Experience you'll bring
- Fluent in English and Arabic both written and verbal
- Supply Chain Experience or understanding of end-to-end Supply Chain
- Previous experience in customer services and order management experience (desirable)
- Strong people leadership skills, including the ability to motivate, coach, and develop team members in a fast-paced, service-driven environment.
- Strong commercial and customer-centric mindset, with the ability to balance service performance, cost-to-serve, and business priorities across AMET markets
Behaviors you’ll need:
- Effective influencing, communication, and presentation skills, with the ability to engage confidently across functions and seniority levels.
- Strong problem-solving and analytical capabilities, with a structured approach to issue resolution and decision-making.
- Ability to build collaborative, trust-based relationships through professional, proactive, and customer-focused interactions.
- Continuous improvement mindset, with the ability to challenge existing processes and drive sustainable change.
This role is not eligible for relocation.
What’s in it for you?
We offer an excellent opportunity for career development and progression, a highly collaborative work environment and an autonomous and flexible working culture where you will be able to add value and be recognized and rewarded.
You need to be eligible to work in the country of application.
Inclusion & Diversity
We’re a global business, with people from every culture, ethnicity, race, religion, gender identity, sexual orientation, age, and ability. We recognize the breadth of human experience, and we work to celebrate it. It is our goal to build a diverse, inclusive, and supportive work environment where all people can thrive.
We’re committed to ongoing efforts that help us attract, hire, and retain diverse talent who want to build a positive, inclusive environment. Read more about our ongoing initiatives at https://jobs.scjohnson.com/inclusion.
