Lead, Brazil and LATAM Managed Markets Distribution and Logistics and Customer Care Operations (Associate Director)
Takeda · São Paulo, Brazil
**About the role:** * **Deliver a Unique Customer Experience** through a Self\-driving, Agile, Compliant and Regionally differentiated distribution E2E network guided by our commitment to the Patients, People and Planet; * **Lead the end\-to\-end execution of Distribution \& Logistics and Customer Care operations across the cluster** , ensuring reliable product availability, superior customer experience, regulatory compliance and business continuity; * **Develop a high\-performing organization** and foster strategic partnerships with Business Units and enabling functions to drive standardization, digitalization, productivity, sustainable business growth, effective risk management, successful launches and continuous improvement of cluster operations. **How you will contribute:** * **Lead end\-to\-end cluster Distribution \& Logistics operations** , including warehousing, transportation, inventory management, import/export, customs and trade compliance, controlled substances, samples distribution, and 3PL/4PL performance management; * **Lead Customer Care and Order\-to\-Bill operations** , including customer onboarding, licensing and permit management, order management, strategic allocation, order approval and release, claims and returns, billing readiness and customer issue resolution; * **Ensure compliant execution of revenue recognition** , billing, credit note, accounts receivable and cash collection processes in partnership with Finance, Tax and Commercial stakeholders; * **Define cluster priorities** , governance, operating rhythms and lead tiered performance management processes to drive service, quality, compliance, cost and customer experience outcomes; * **Provide leadership** and direction to the Distribution \& Logistics and Customer Care organizations, ensuring clear accountability, capability development and consistent execution across all countries within the cluster; * **Ensure operational readiness for product launches** , portfolio changes, network transformations, partner transitions and new customer, distributor or country onboarding; * **Drive effective management of inventory** , master data (logistics, customer and sales), product availability and operational controls to ensure accurate and compliant execution; * **Lead the resolution of significant operational issues** , deviations, CAPAs and cross\-functional escalations, partnering with Business Units, Quality, Finance, Regulatory, Procurement, Tax, Legal and DD\&T; * **Lead risk management, business continuity, compliance** and audit readiness activities, ensuring adherence to GDP, customs, trade and internal control requirements; * **Drive processes standardization, harmonization, digital enablement, sustainability and productivity initiatives** to continuously improve performance and cost efficiency across the cluster; * **Lead Cluster budget management** : MRP/MYC/LBE submission, monthly closure comments. **Minimum Requirements/Qualifications:** * Master's degree in Supply Chain Management, Logistics, Operations Management, Business Administration or related field; * Significant experience in Supply Chain, Distribution \& Logistics, Customer Care and Order\-to\-Bill operations, preferably within a regulated industry (pharmaceutical experience strongly preferred); * Strong knowledge of warehousing, transportation, inventory management, customs and trade compliance, customer service, order management and revenue\-recognition\-related processes; * Strong communication, stakeholder management and influencing skills, with the ability to effectively collaborate across countries, cultures, functions and organizational levels; * Proven leadership capability in managing multi\-country operations and developing high\-performing teams through coaching, mentoring, talent development and succession planning; * Strong business acumen and financial understanding, including logistics cost management, budgeting, operational performance metrics and Order\-to\-Bill financial controls; * Structured and analytical problem\-solving capabilities, with the ability to balance customer service, compliance, operational and financial considerations while driving pragmatic decision\-making; * Demonstrated ability to lead change, standardization, process improvement, digital transformation and continuous improvement initiatives within a matrix organization; * Strong systems proficiency, including SAP (SD/MM/FI), transportation and warehouse management solutions, reporting and analytics platforms, and customer collaboration tools; * Fluent in English, both written and verbal; additional European languages are an advantage; * Fluent in Portuguese and Advanced Spanish; * APICS/ASCM certification and/or MBA desirable. **Base:** São Paulo/SP. \*\*Takeda is committed to fostering an inclusive culture that values diversity, including people with disabilities, different religions, ethnicities, genders, generations, and the LGBTQIA\+ community. All of our job opportun