Senior Manager, Customer Supply Chain Collaboration - Americas

What You'll Do

The Senior Manager, Customer Supply Chain Collaboration - Americas is a senior, cross-channel operations leadership role responsible for shaping and leading the operating model that supports Sol de Janeiro's most strategic retail partners and its Amazon business.

The role focuses on building strong, performance-driven operational partnerships with key customers, establishing clear governance and metrics, and driving continuous improvement across end-to-end supply chain execution. This position works closely with Commercial, Planning, Finance, IT, Customer Experience, and external partners to ensure reliable, scalable, and cost-effective operations.

In parallel, the role provides senior oversight and leadership for Amazon operations, ensuring strong execution, financial discipline, and readiness as the channel continues to grow.

Strategic Account Operations Leadership

This role is the senior operational owner for Sol de Janeiro's most important retail partners, responsible for building durable, data-driven, and collaborative operating relationships that position Sol de Janeiro as the partner of choice.

• Serve as the primary operations lead for assigned strategic retail accounts, acting as the senior operational counterpart to customer supply chain, logistics, order management, and operations teams.
• Proactively identify critical customer and channel partner needs, ensuring Sol de Janeiro's operational capabilities meet or exceed expectations.
• Establish and scale a strategic account operating model, defining governance, cadence, metrics, and escalation paths aligned to Perfect Order performance.
• Develop, own, and maintain dual operational scorecards, measuring both Sol de Janeiro and partner performance across service levels, fill rate, OTIF, inventory health, compliance, and cost-to-serve.
• Lead monthly operational reviews and Quarterly Business Reviews (QBRs) with strategic accounts, delivering clear performance insights, trend analysis, risks, and improvement roadmaps.
• Own operational issue management and escalation, ensuring structured root-cause analysis and timely resolution of service, inventory, compliance, or cost challenges.
• Drive operational excellence across order management, sales operations enablement, channel partner relations, and customer-facing supply chain processes.
• Partner closely with Commercial and Account Management teams to support launches, promotions, peak planning, and long-range growth initiatives.
• Represent Operations in senior-level customer discussions, reinforcing Sol de Janeiro as a proactive, reliable, and solutions-oriented partner.

Joint Continuous Improvement & Process Excellence

• Identify, prioritize, and lead joint process improvement and continuous improvement initiatives with strategic retail partners.
• Drive cross-company projects focused on improving Perfect Order execution-service performance, accuracy, timeliness, visibility, and cost-to-serve.
• Establish standardized best-in-class operational processes, documentation, and governance models that can be scaled across multiple strategic accounts.
• Translate improvement initiatives into measurable outcomes, tracking benefits against agreed KPIs and financial targets.
• Act as an internal champion for operational excellence, sharing learnings and best practices across strategic accounts, Amazon, DTC, and wholesale channels.

Amazon Operations Leadership

• Provide senior-level leadership and oversight of end-to-end Amazon U.S. and UK operational performance across FBA, 3PL, and carrier networks.
• Directly manage and develop the Manager, Amazon Operations, ensuring strong day-to-day execution while maintaining strategic focus.
• Own Amazon operations P&L in partnership with Finance, identifying cost reduction, productivity, and profitability improvement opportunities.
• Ensure timely, accurate inventory flow into the Amazon FBA network & resolution of receiving, inventory accuracy, and reconciliation discrepancies.
• Develop and maintain KPI dashboards covering fulfillment performance, inventory accuracy, returns, and 3PL / carrier SLAs.
• Set strategic goals for Amazon operational efficiency and scalability, contributing to future-state fulfillment and network design.
• Lead continuous improvement initiatives across Amazon operations through data-driven analysis, process redesign, and vendor negotiations.

Cross-Functional Leadership & Executive Communication

• Act as a senior operational leader across internal teams and external partners, aligning priorities and driving accountability.
• Translate complex operational data into clear, executive-ready insights and recommendations.
• Influence long-term network, systems, and capability planning to support growth across strategic retail and Amazon channels.

Must Haves

• Bachelor's degree with 7-10+ years of experience in operations, supply chain, logistics, or e-commerce environments.
• Demonstrated experience owning operational relationships with large, complex customers or partners.
• Strong financial and analytical acumen, including KPI development, cost-to-serve analysis, and P&L partnership.
• Proven ability to lead cross-functional initiatives and influence senior internal and external stakeholders.
• People leadership experience, including managing managers and developing high-performing teams.
• Ability to travel up to 25% annually
• Hands-on experience with Amazon Seller Central and/or Vendor Central environments.
• Experience supporting operations for large retail or wholesale customers.
• Background in beauty, CPG, or consumer goods industries.
• Experience working with or managing 3PLs and complex distribution networks.
• Advanced proficiency in Excel, PowerPoint, and operational reporting tools; experience with ERP systems such as NetSuite or SAP.

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