Purpose of the job

For this strategically important role, we are looking for a Control Tower Manager who will act as a key liaison between our customer, carriers, and internal operational departments in transport, warehousing, and customer service. In this position, you are responsible for ensuring performance, initiating targeted improvement initiatives, and actively maintaining a sustainable customer relationship.

As Control Tower Manager, you are ultimately responsible for coordinating, optimizing, and monitoring performance between our internal operations and the customer. You combine strategic insight with operational decisiveness and can align diverse interests in a complex international supply chain.

You will report to the Contract Director and work closely with internal departments, external stakeholders, and the customer.

Responsibilities:

• Manage the Inbound and Outbound Control teams, Operational Excellence team, and the Customer Service & Claims team, including responsibility for their leadership, development, and performance.

• Coordinate Control Tower activities between SDS and the customer, in close cooperation with internal and external stakeholders.

• Organize and lead Monthly and Quarterly Business Reviews (MBRs/QBRs) with the customer.

• Organize and lead MBRs and QBRs with contracted carriers, focused on monitoring SLA agreements and initiating performance improvements.

• Prepare and monitor capacity planning based on customer forecasts and historical data.

• Monitor transport and warehousing KPIs, initiate targeted improvements when deviations occur, and escalate to relevant stakeholders if necessary.

• Implement continuous improvement initiatives on both process and system levels.

• Further develop and maintain a structured BI reporting tool providing end-to-end supply chain insights.

• Standardize operational processes and communication between the central EDC and RDCs.