Director, Customer Supply & Logistics Operations
Chicago, IL

About Wrigley
Wrigley is a recognized leader in confections with a wide range of product offerings including gum, mints, hard and chewy candies, and lollipops. Wrigley’s world-famous brands – including Extra®, Orbit®, Doublemint®, and 5™ chewing gums, as well as confectionery brands Skittles®, Starburst®, Altoids® and Life Savers® – create simple pleasures for consumers every day. With operations in more than 40 countries and distribution in more than 180 countries, Wrigley’s brands bring smiles to faces around the globe. The company is headquartered in Chicago, Illinois, employs approximately 17,000 associates globally, and operates as a subsidiary of Mars, Incorporated. Based in McLean, Virginia, Mars has net sales of more than $30 billion, six business segments including Petcare, Chocolate, Wrigley, Food, Drinks, Symbioscience, and approximately 70,000 Associates worldwide that are putting our Mars Principles into action to make a difference for people and the planet through our performance.

Position Summary:

The Director - Supply Chain Operations (Customer Supply Chain, Customer Logistics, and Physical Logistics) sits on the NA Supply Chain and the US Sales Leadership Teams. This role will define, implement and manage the strategic direction of the Customer Supply, Logistics and Inventory Management operations for North America. Within Customer Supply, direct the strategic activities of all related functions including Customer Relationship Management and Order Processing. Within Logistics the incumbent is responsible for defining and deploying the logistics strategy and has ownership of the transportation and warehousing spend for finished goods.

Wrigley operates using Distribution Centers (3PL) and more than 50 carriers. This role is also responsible for direct management of the providers and works with provider management teams to guarantee adherence to Wrigley standards and defines programs for long-term mutual growth. For Inventory Management, the incumbent partners with the Supply Planning Director to control all inventory activities for Wrigley U.S. warehouses and outside contract distribution centers which includes setting targets and optimizing inventory related processes allowing business growth while improving cash and inventory turns. Additionally, aged product control at all warehouse and factory locations is managed by the incumbent to ensure that no customer shipments of overaged product occur. This includes the disposition of overaged product.

The incumbent must create and sustain these capabilities within the N.A. business and consistently look for opportunities to enhance value added services, provide cost savings, and create an organization that is accountable for providing flawless execution across all three functions.

Major Responsibilities:

• Manage and develop a team of 7 direct reports and a total 33 indirect reports. Provide strategic direction and leadership to Customer Support, Logistics and Inventory within the Supply Chain organization. Sets team strategy to ensure solution of customer service issues and customer service improvement initiatives between Supply Chain and functional interfaces (i.e. Sales).

• Coach and develop direct reports to support their career progression as well as manage succession planning within team. Support the professional development of all team member by providing coaching, facilitating project-related learning opportunities, recommending training opportunities, and monitoring progress toward professional objectives as appropriate.

• Provide guidance and direction for long-term development of improved operations and relationships both internally and externally.

• Develop long-term strategic plans for enhancing operational effectiveness of Customer Support, Logistics and Inventory.

• Oversight for all Integrated Business Planning (IBP) processes related to Customer Support, Logistics and Inventory within Supply Chain. Support the IBP by full engagement and ownership of the Demand Control Process by managing abnormal and unconsumed demand, learning from key trends/instances to continuously improve the process, maximizing inventory turns and minimizing order cuts.

• Direct the Customer Service Center, ensuring prompt and accurate handling of regular, promotional, and new product orders, customer deliveries, and customer requests and inquires. Manage customer service productivity against "best in class" service metrics.

• Investigate and adopt supply chain management technologies and processes to allow Wrigley to expand the boundaries of customer logistics support.

• Develop and manage customer relationships in partnership with Wrigley Sales Leadership to increase the level of integration between Field Sales Supply Chain processes and the customer's inventory systems.

• Adopt technologies that will synthesize and analyze customer demand information; identify and anticipate fluctuations in demand and ensure this information is communicated to the Purchasing, Production, and Supply Chain function.

• Direct customer service operations and oversee the flow of finished goods in the United States and Canadian distribution centers; ensure the distribution and routing of Wrigley products predetermined customer service levels and are completed at an optimum cost to the company.

• Understand the sell cycle and the particular buying behaviors of customers for whom the incumbent is responsible. Balance financial analysis against selling opportunities, and seek creative ways to enhance profitability and selling information.




• Bachelor’s Degree in Supply Chain Management, Finance, Logistics or Business

Related Experience/Requirements:


• 10 years experience in customer supply chain management, ordering and customer service functions, a strong financial background, and an understanding of EDI (Electronic Delivery Inventory).

• Comprehensive knowledge of product logistics and customer service technologies, strong project planning and management skills, experience with data management, product forecasting, volume/pricing models and inventory management.

• Understanding of Integrated Business Planning process (S&OP ) Model.

• High sense of urgency and accountability.

• Proficient in Microsoft Excel, Project, and PowerPoint.



• 7 years supervising manager level direct reports and the potential to lead, develop and build a team while driving a high level of engagement.

• Effective communicator; excellent oral and written communication skills.

• Demonstrated ability to communicate with all levels of the organization including senior level leadership.

• Sound interpersonal skills enabling the incumbent to work effectively within cross-functional teams (marketing, innovation, sales, finance, etc).

• Demonstrated ability to influence senior leaders and build consensus among groups of senior managers with diverse priorities.

• Strong project management and leadership capabilities.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. The company is pleased to provide such assistance, and no applicant will be penalized as a result of such a request.