Customer Operations Manager

Summary:

Sydney CBD | Hybrid | 12 Month Contract

At McPherson’s, we’re passionate about building trusted health and beauty brands that make a difference in people’s everyday lives. With a portfolio of market leading brands including Dr. LeWinn’s, Manicare, Lady Jayne, Fusion and Swisspers, we have ambitious growth plans, and we’re looking for a Customer Operations Manager to strengthen the way we partner with our customers and deliver operational excellence across our supply chain.

As our Customer Operations Manager, you’ll coordinate the end-to-end operational activities required to move our products efficiently and accurately across all customers and channels including Wholesaler, Grocery, Pharmacy and Online. Sitting at the centre of Planning, Warehouse Operations, Customer Service, Finance and Commercial teams, you’ll improve order flow, product availability, master data and case configuration while driving faster resolution of operational issues.

What you’ll do

• Coordinate operational requirements across our key customers, monitoring order flow, allocations, backorders and delivery schedules to drive timely resolution and escalation.
• Own the operational readiness of SKU, GTIN/EAN, carton quantity, wholesaler MOQ and ranging data, ensuring new products, changes and discontinuations are ready for execution.
• Lead inventory rework, repacking and case-count initiatives to create customer-ready configurations that balance cost, service and changing business needs.
• Review customer demand, stock availability and order patterns to identify service and excess-stock risks, partnering with Supply Planning to align forecasts and replenishment priorities.
• Work closely with Commercial teams to optimise inventory and minimise McPherson’s exposure to excess stock across customer inventory.
• Maintain wholesaler scorecards covering service, backorders, claims, deductions and operational issues.
• Lead root-cause analysis and corrective actions for recurring service failures, costs and process inefficiencies.
• Use data and operational insights to identify smarter ways of working, challenge existing fulfilment models and support improvements to S&OP, lead times and delivery schedules.
• Maintain clear SOPs, controls and audit-ready records while driving continuous improvement across wholesaler operations.

Where You’ll Work

You’ll be based in our modern Sydney CBD head office.

What you’ll bring

• Strong wholesaler or customer operations experience with a solid understanding of the end-to-end order-to-delivery process.
• Sound knowledge of inventory, warehouse operations and supply chain, with international supply chain exposure advantageous.
• Strong analytical capability, with the ability to interpret service and inventory data, identify trends and turn insights into practical actions.
• Confidence working with ERP systems, master data, Excel and operational reporting.
• A problem-solving mindset with strong root-cause analysis skills and a focus on continuous improvement.
• Excellent stakeholder coordination, communication and relationship-management skills across both internal teams and external partners.
• Strong organisation, prioritisation and follow-through, with exceptional attention to detail.
• The ability to coordinate projects and drive actions through to completion in a fast-moving, cross-functional environment.

How we’ll measure success

• Strong wholesaler DIFOT / OTIF performance.
• Reduced backorders, denied orders and aged operational issues.
• New products and product changes operationally ready by agreed launch dates.
• MOQ, case-count and carton configuration initiatives delivered to plan.
• Accurate SKU, GTIN/EAN and customer master data with minimal order disruption.
• Reduced claims, deductions and avoidable operational costs.
• Accurate and timely monthly wholesaler scorecards.
• Corrective actions closed by agreed due dates and SOPs and controls consistently maintained.

Why Join Us?

At McPherson’s, we’re passionate about delivering quality products and building strong partnerships. You’ll join a collaborative team and play a pivotal role connecting our wholesale customers with teams across Supply Chain and the broader business. You’ll have the autonomy to solve complex operational challenges, improve the way we work and make a tangible impact on customer service and supply chain performance.

Apply now

If you’re energised by solving operational challenges, motivated by continuous improvement and ready to strengthen the way our products reach customers across Australia, we’d love to hear from you.

Apply Now!