Customer Care and Delivery Manager

Company Description

Every year, consumers and professionals from more than 80 countries around the world visit Château de Pommard to learn about the world of wine from Wine and Spirit Education Trust (WSET) professionals and taste the purest expressions of Chardonnay and Pinot Noir from villages along the Route des Grands Crus. From the grape to the glass, guests experience Clos Marey-Monge, a geological marvel, and home to seven distinct clay and limestone rich plots, now protected as one of the world heritage Climats of Burgundy by UNESCO. Founded in 1726, Château de Pommard combines three hundred years of savoir-faire and the innovative vision of the Famille Carabello-Baum for the future. Wine lovers and critics agree the conversion to biodynamic viticulture is producing honest, energetic wines infused with an unmistakable sense of place while preserving the planet where we all live.

**Job Description**:
We are searching for a forward-thinking, technology-savvy Customer Care and Delivery Manager to join our team. In this role, you will be responsible for the B2C and B2B customer experience and delivery of our wines worldwide. If you have a passion for customers, logistics, and operations, this opportunity might be for you. You will need leadership experience managing high-performance teams focused on solving customer problems and building agile, efficient, and highly reliable global delivery networks. Finally, you must love turning customer and logistics data into meaningful insights and recommendations across different parts of the business.

**Responsibilities**
- Manage a high-performance Customer Care and Delivery team
- Design and manage the overall customer care and logistics worldwide strategy including the roadmap, policies, processes, and objectives and key results (OKRs) to create a resilient, reliable and efficient delivery network and the highest level of customer response time and satisfaction
- Architect and manage the information systems and workflows for customer care and delivery including the interfaces to logistics networks, customs, and compliance systems
- Manage the full customer delivery cycle from order validation to receipt of parcels including reporting and alerts to all key stakeholders
- Track and manage delivery times, transport costs, and stock level alerts
- Build relationships with delivery partners in critical geographies to proactively and troubleshoot delivery issues before they occur
- Ensure compliance with delivery laws, regulations and customs requirements including accurate and on-time compliance reporting
- Drive a culture of continuous innovation and improvement

**Qualifications**:

- A Bachelor’s and/or Masters degree in Supply Chain Management, Logistics, Operations Management
- 5+ years of experience with an international company in supply chain management, customer care, logistics, and order management
- Complete fluency in English and French; speaking and writing
- Demonstrated experience designing a global B2C logistics network
- Strong knowledge of international logistics rules and regulations
- Leadership personality with a proactive approach to problem-solving
- Excellent communication with a strong analytical mindset
- Exceptional organizational skills
- Self-starter with an entrepreneurial spirit and “get it done” mindset

Additional Information

Working here

At Château de Pommard we embrace three core principles guiding everything we do: people care, earth care, and fair share. With a mindset to balance resource consumption and resource regeneration, we can make better individual and collective choices. It is time. This holistic way of thinking comes from the field of permaculture. Developed in response to unsustainable industrialized approaches, it has become popular in numerous areas, like agriculture, food science, healthcare, construction, economics, and sociology. And now in hospitality.

Our ambition is to become a beautiful five star experience, steeped in history, with some of the best wines in the world. But more than anything we want our guests whether they join us for one hour or one week to leave here thinking differently about their future, the future of our planet, and approaches to take better care of each other.