Global Supply Chain & Customer Service Team Lead

At JTI we celebrate differences, and everyone truly belongs. 46,000 people from all over the world are continuously building their unique success story with us. 83% of employees feel happy working at JTI.

To make a difference with us, all you need to do is bring your human best.

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Learn more: jti.com

Professional Area: Supply Chain

Role: Permanent

Professional Level: Experienced

Reporting to: GSC&CS CPM

Global Supply Chain and Customer Service Team Lead

As a Global Supply Chain and Customer Service Team Lead, you will be responsible for managing team performance, supporting operational governance, and translating strategic priorities into actionable plans. This is a non-transactional leadership role focused on performance management, stakeholder alignment, process compliance, continuous improvement, and team development rather than daily transaction execution.

As a Global Supply Chain and Customer Service Team Lead, you will:

• Oversee end-to-end operational execution handled by team members, ensuring outputs are accurate, timely, and high quality.
• Monitor operational health, including backlogs, SLAs, exceptions, risks, and potential service disruptions.
• Drive team performance against KPIs such as timeliness, accuracy, and productivity, while leading performance reviews and action planning.
• Coach, develop, and support team members while fostering a high-performance culture and managing workload allocation.
• Act as the primary operational contact for stakeholders, providing updates, managing escalations, and ensuring cross-functional alignment.
• Ensure adherence to global standards, SOPs, controls, and compliance requirements while maintaining audit readiness.
• Identify process inefficiencies and support standardization, harmonization, automation, and continuous improvement initiatives.
• Support implementation of new processes, tools, transitions, and changes, ensuring team readiness and successful go-live execution.
• Lead improvement initiatives and monitor progress toward achieving zero loss in operations.
• Support strategy deployment by driving standardization, harmonization, automation, and digital enablement initiatives.

Requirements:

• Bachelor’s degree in Industrial Engineering, Supply Chain Management, or a related field.
• Minimum of 5 years of experience in operations, supply chain, or a related field, preferably with people management experience.
• Strong understanding of supply chain processes and operational performance management.
• Proficiency in ERP systems, particularly SAP S/4HANA.
• Strong business partnership mindset, with proven stakeholder management and influencing skills.
• Analytical and performance-driven, with the ability to make fact-based business decisions.
• Strong leadership and people management capabilities.
• Effective communication and interpersonal skills.
• Exposure to global projects and cross-functional collaboration.
• Fluent in English, both written and verbal.
• Able to balance operational responsibilities with value-added activities and continuous improvement priorities.

Are you ready to join us? Build your success story at JTI. Apply now!

Next Steps:

After applying, if selected, please anticipate the following within 1-3 weeks of the job posting closure: Phone screening with Talent Advisor > Assessment tests > Interviews > Offer. Each step is eliminatory and may vary by role type.

At JTI, we strive to create a diverse and inclusive work environment. As an equal-opportunity employer, we welcome applicants from all backgrounds. If you need any specific support, alternative formats, or have other access requirements, please let us know.