Purpose & Overall Relevance for the Organization

• This role leads Transportation Service Management, covering contract and service governance, operational performance management, stakeholder engagement, TMS demand intake and prioritization, request management coordination, and continuous improvement.
• The role is instrumental in driving service excellence, operational resilience, and business continuity by leveraging data-driven insights, AI-enabled solutions, and structured service management practices to improve efficiency, visibility, accountability, and service reliability.

Key Responsibilities

• Lead the transportation service management framework, including service governance, performance review cadence, escalation process, stakeholder communication, and issue follow-up.
• Establish and manage service governance mechanisms to improve service visibility, accountability, prioritization, and management decision-making.
• Monitor transportation service performance, identify risks, service gaps, and improvement opportunities, and translate data insights into clear actions and follow-up plans.
• Drive TMS-related demand intake and request management, including requirement clarification, prioritization, ownership alignment, and progress tracking with business users, IT, and transportation teams.
• Facilitate regular service review meetings with internal and external stakeholders to align on service performance, key issues, root causes, corrective actions, and governance priorities.
• Drive continuous service improvement through data-driven insights, process optimization, automation opportunities, AI-enabled solutions, and service management best practices.
• Support transportation resilience and business continuity by proactively identifying service risks, coordinating mitigation actions, and ensuring operational readiness for critical scenarios.

Key Relationships 

• Internal: DC Operations, Inbound, Order Book Fulfillment, Purchasing, IT, Finance, HR, own retail, e-Com, B2B, and other business teams, Legal, Internal Control
• External: 3rd party Logistics Service Providers

Knowledge, Skills and Abilities

• Solid understanding of transportation operations, logistics service management, service governance, performance management, and issue resolution processes.
• Strong analytical capability, with the ability to interpret operational data, identify trends and risks, and convert insights into practical improvement actions.
• Good understanding of TMS, digital platforms, business requirement intake, prioritization, and request management processes.
• Proficient in Excel, Power BI, or other data analytics tools; exposure to automation, digital transformation, or AI-enabled solutions is preferred.
• Strong stakeholder management, communication, facilitation, and influencing skills across transportation, operations, IT, finance, commercial teams, and external service providers.
• Structured, proactive, and solution-oriented, with the ability to manage complex topics independently, work under pressure, and communicate effectively in English.

Requisite Education and Experience / Minimum Qualifications

• Bachelor’s degree or above
• Minimum 5 years of relevant experience in transportation, supply chain, logistics service management, service governance, digital operations, or related fields.
• Experience in operational performance management, stakeholder engagement, continuous improvement, request management, or transportation system coordination.
• Experience in Retail, FMCG or high-end consumer goods enterprises is a plus
• PMP / Lean 6sigma is a plus