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Design Your Future at PVH

Senior Logistics Service Delivery Manager

Be part of an iconic story.

PVH is the growth platform for Calvin Klein and TOMMY HILFIGER. Through driving brand strength and relevance, we are connecting our global, iconic brands closer to where the consumer is going than ever before, today and with future generations. Guided by our values and enabled by our scale and global reach, we are driving fashion forward for good, as one team with one vision and one plan. That’s the Power of Us, that’s the Power of PVH+.

The Team

The Global Logistics Excellence function defines for the end-to-end Logistics network, from Inbound transport to Consumer/Customer/Store drops, how “good” should look like today and tomorrow. It supports the delivery of the multi-year Logistics ambition on cost, customer service and carbon emission reduction (3C Concept), that ties into the PVH+ Plan.

The Logistics ambition is captured in the Logistics+ Masterplan, under which the team designs and drives strategic initiatives, programs and processes. One key program to enable the Logistics Operation to perform at the highest & most competitive standard is centered on the intent to enhance the service delivery of Logistics.

The Position

The Senior Manager is a new position that will help transform the Logistics network by driving a cohesive and integrated agenda with continuous improvement of the service offering in support of our enterprise strategic plan.

In this role you will be working across multiple levels and regions with the Supply Chain teams as well as partnering functions on enhancing the service delivery of Logistics to respond to the Logistics’ needs of the organization and its customer base, whilst balancing the key deliverables of Logistics under the 3C Concept.

You will partner closely with the global and regional Logistics teams to define a concept of differentiated service offerings to PVH’s internal and external customers, and leading tailored Service Level Agreements (SLAs) with these customers, thus formalizing the customer expectations to allow the Logistics Operation to meet these expectations at competitive cost and lowest carbon footprint possible. You will also be leading the capability build of Reserve Logistics, allowing PVH to offer new circular services in this space to its customers and consumers.

The successful candidate will exhibit excellent communication and project management skills, strong strategic influencing skills, effective problem solving and negotiation skills and the ability to foster partnerships.

PRIMARY RESPONSIBILITIES/ACCOUNTABILITIES OF THE JOB

Segmented Service Offering

• Design a framework to bring together differentiated service offerings with segmented customer needs, whilst articulating the impact on Logistics 3C’s.

• Identify key service differentiation levers, Logistics trade-offs to be made and relevant criteria for customer segmentation.

• Define and coordinate the execution of the framework for segmented service offering through regional teams with internal and external customers down the Supply Chain, as well as through global teams with internal customers up the Supply Chain.

• Build relationships across all levels of the organization, especially with the Commercial Teams and Market Operations Teams, to capture Logistics’ needs of internal and external customers and to map existing customer segmentation / hierarchies.

Service Level Agreements (SLAs)

• Define a process for internal and external “contracting” of service delivery and engage internal and external stakeholders for co-creation of the SLAs as necessary.

• Design and implement a digital reporting platform to monitor service delivery and adherence to the agreed SLAs.

• Establish a service feedback loop from internal & external customers to the responsible Logistics Operations teams.

• Work closely with internal & external teams to firm up and roll out specific SLAs per ship-to.

• Create training materials that articulate the value of installing SLAs to complement the roll out.

Reverse Logistics

• Build a data analytics model to structure the returns flow.

• Establish an overview of capabilities needed to unlock circularity solutions in Logistics, by working closely with the Corporate Responsibility team and the two brand teams to understand requirements and volumes.

• Design a Reverse Logistics process that balances cost, customer service expectations and carbon emissions.

• Identify industry best-practices in the space of Reverse Logistics, leverage industry learnings and identify external, specialized Third Parties to support the Reverse Logistics process, where required

• Define Reverse Logistics solutions in pilot sites via cross-functional project teams, iterate process design and way of workings before global roll-out, scale to offering circularity services in all 3 regions.

INTERNAL & EXTERNAL CONTACTS

Internal: Global Center of Excellence, Global Supply Teams, Global Finance & Accounting Teams (Corporate and Brands), Regional Operations Teams including the Chief Operating Officers , Regional Logistics Teams in Warehouse and Transport , Regional Finance & Accounting Teams , Regional and Local Market Operation Teams (Wholesale, Retail, eCom) , Regional and Local Commercial Teams

External: Customer Service Teams of selected accounts (e.g. Macy’s, Zalando, Myer), 3rd Party Logistics Providers (e.g. Maersk, DHL, Toll), Consultant Firms, (e.g. Miebach, Accenture, Bain, Deloitte), Market Intelligence Companies (e.g. Gartner, Freight Waves, Breakthrough)

SUPERVISORY RESPONSIBILITIES

Direct: N/A

Indirect: Ongoing project team responsibilities under the umbrella of the Logistics+ Plan and the Service Enhancement pillar. The size of the project teams will vary from 5 to 30 associates with multiple projects to be led in parallel.

BUDGETARY RESPONSIBILITIES

N/A

DECISION MAKING

• Lead diverse projects teams through iterative decision-making processes to establish global standards and Service Level Agreements.

• Leader of defining segmented services offerings while balancing conflicting Logistics priorities under the 3C concept.

• Constantly balance regional needs with harmonized global standards.

RESOURCEFULNESS/CREATIVITY

The ideal candidate must be able to:

• Effectively communicate and influence decisions internally and with external customers.

• Create strategic, transformative Logistics programs from scratch.

• Drive the Logistics+ Plan and the Service Enhancement pillar through a lean, global team, leaning on co-creation with the regions.

• Bring outside perspective in to define, how ‘great” for the Logistics Operation at PVH should look like today and tomorrow.

• Lead multiple projects with overlapping project timelines in parallel.

• Find creative ways to engage different levels of the organization to create buy-in for the Logistics+ Plan and the service enhancement pillar.

ENVIRONMENT

PVH Corp. is currently going through significant business transformation on all levels of the organization, including Supply Chain and Logistics. This role is expected to operate and to deliver in a volatile, uncertain, complex and ambiguous environment, where current responsibilities are often unclear. Many aspects of the Logistics+ Plan, the concept of differentiated service offerings and the compilation of Service Level Agreements are new introductions to the organization. This must be reflected in the approach towards the team to work with. The scope of the role is global, thus requiring the ability to successfully engage and motivate remote and diverse teams using digital meeting technologies, e.g. Microsoft Teams, whilst the role will require travel for ca. 10% of the time.

QUALIFICATIONS & EXPERIENCE

Experience

• Minimum of 7 years’ experience working in Supply Chain, ideally in Customer Service (CS)

• Demonstrated ability to manage CS improvement projects for impact

• Ability to leverage Customer Relationship Management techniques

• Experience in leading multi-national project teams in a global context

• Track record of successfully driving up customer satisfaction scores

• Experience of working in consulting and/or sales is a plus

Education

• University degree in Business, Supply Chain Management or Finance

Skills

• Strategic influencing skills and ability to listen actively are a must

• Strong business acumen, data savviness and ability to manage up

• Proactive mindset, ability to work independently, with a ‘can do’ attitude

• Resilient and driven individual that excels in overcoming organizational hurdles

• Ability to navigate complex matrix organizations with adaptive leadership styles

• Excellent verbal and written communication skills in English

Be valued.

In the heart of Amsterdam, PVH EMEA is home to the global headquarters of Tommy Hilfiger and the European offices of Calvin Klein. We are the home to 2500 big thinkers, natural entrepreneurs, and challenge seekers from all kinds of backgrounds.

• How we support you: choose the hybrid setup and working hours that suit you, in addition to meeting-free Fridays, work from anywhere 4 weeks a year, 25 days of paid holidays, mental health days, parental leave, home office allowance, commuting allowances, employee assistance programs, and pension schemes

• Wellbeing: exclusive onsite gym and fitness classes, personal training, meditation studio, sports clubs, in-house physio, and receive access to our nutritional and wellbeing programs

• Campus: extensive food and beverage offerings, top-notch restaurant, barista coffee bars, sky bar, monthly social events, weekly Thursday drinks, game nights, and campus-themed activities that will keep your social life busy

• Develop your career : whether you lead a team or contribute your own expertise, everyone is a leader at PVH. PVH University curates and delivers training programs for you to continuously develop your professional and personal goals

• Be at the forefront: stay closely connected to our brands, Calvin Klein and Tommy Hilfiger, and be a part of seasonal market launches, sample sales and receive employee discounts!

Be part of it.

PVH Europe and our brands, TOMMY HILFIGER and CALVIN KLEIN, are committed to fostering an inclusive and diverse community of associates with a strong sense of belonging. We believe we are bettered by all forms of diversity, and take pride in working with top talent from every walk of life and corner of the world. In the spirit of inclusivity, qualified applicants will be considered without regard to age, ethnicity, ability, gender, gender expression, gender identity, nationality, race, religion or sexual orientation.

DIVERSITY & EQUAL OPPORTUNITY We are committed to recruiting, training and providing career advancement to all associates regardless of gender, race, religion, age, disability, sexual orientation, nationality, or social or ethnic origin. Diversity in the workplace is encouraged. Bigotry, racism and any form of harassment or discrimination is not tolerated.