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Job Function:
Customer Management
Job Sub Function:
Non-Technical Customer Service
Job Category:
Professional
All Job Posting Locations:
Cairo, Egypt
Job Description:
Global Customer Solutions Team Leader – Gulf + RoMEA
Johnson & Johnson MedTech | Distributor Markets
Role Overview
The Global Customer Solutions Team Leader is responsible for leading day-to-day customer service operations across Gulf and Rest of Middle East & Africa (RoMEA), where business is primarily conducted through distributors. The role combines operational leadership, people management and transformation delivery to provide consistent, high-quality service across markets.
The Team Leader will move the organization from reactive issue handling to proactive, insight-led customer and distributor management. This includes anticipating risks, addressing root causes, improving visibility and creating sustainable solutions before issues escalate.
This is a hands-on leadership role that protects daily execution while advancing the regional transformation journey through process standardization, automation, digital adoption, stronger governance and team capability building.
Key Responsibilities
- Lead end-to-end customer service operations across Gulf and RoMEA distributor markets, including order management, returns, delivery follow-up, invoicing support and escalations.
- Supervise the regional team, balance workloads, set clear objectives and monitor performance against agreed service levels.
- Establish a structured operating rhythm with the team and distributors to review priorities, ageing items, open risks and actions.
- Act as the first operational escalation point, drive cross-functional resolution and maintain clear ownership until closure.
- Strengthen distributor engagement through regular performance reviews, clear expectations and joint improvement plans.
- Drive the Gulf and RoMEA transformation roadmap while maintaining business continuity and consistent customer service.
- Review current ways of working, remove process gaps and manual touchpoints, and standardize processes, controls, work instructions and governance across markets.
- Lead continuous improvement initiatives that enhance quality, speed, visibility, productivity and customer experience.
- Identify and implement practical automation, reporting and AI-enabled solutions in partnership with Digital, IT and process owners.
- Shift the team from reactive issue handling to proactive service by using dashboards, trend analysis and early-warning indicators to anticipate risks.
- Coach and develop the team to use data, solve root causes, take accountability and operate as proactive solution partners.
- Define and monitor key performance indicators, ensure compliance with applicable policies and controls, and build strong collaboration across Commercial, Supply Chain, Planning, Deliver, Finance, Quality, Regulatory Affairs and Digital.
Measures of success:
- Improved SLA attainment, order quality, response time and escalation closure.
- Fewer repeat issues, manual handoffs and avoidable customer or distributor escalations.
- Greater automation adoption and measurable capacity released for higher-value work.
- Consistent processes, KPIs and governance across Gulf and RoMEA markets.
- Earlier risk identification and more proactive communication with distributors and stakeholders.
- Stronger team capability, engagement, accountability and succession readiness.
Qualifications and experience:
- Bachelor’s degree in supply chain, Business, Engineering or a related field; an advanced degree is an advantage.
- At least 7 years of relevant experience in Customer Solutions, Order Management or Supply Chain, with prior team leadership or supervisory experience.
- Demonstrated experience supporting distributor-led or indirect markets across multiple countries.
- Strong end-to-end Order-to-Cash knowledge, including order management, delivery coordination, returns, invoicing, dispute handling and customer escalations.
- Demonstrates an end-to-end mindset across the full supply chain, understanding how decisions and activities impact customers, distributors and downstream functions.
- Proven track record in process improvement, standardization, transformation or project delivery.
- Hands-on experience identifying and implementing automation, reporting or digital solutions; exposure to AI-enabled customer operations is an advantage.
- Strong analytical skills and confidence using KPIs, dashboards and data to identify risk and guide decisions.
- Effective stakeholder management across Commercial, Supply Chain and enabling functions.
- Fluent English required;
Leadership capabilities:
- People-first leadership: Builds trust, develops talent and creates clarity and accountability.
- Change management: Leads teams and stakeholders through change, builds adoption and embeds new ways of working.
- Proactive problem solving: Anticipates risk, uses facts and addresses root causes before escalation.
- Digital curiosity: Challenges manual work and actively seeks simpler, automated and scalable solutions.
- Customer centricity: Keeps customer and partner needs at the center of decisions while balancing business priorities and compliance.
- Collaboration and teamwork: Works as a strong team player, builds alignment and partners effectively across functions and markets.
Required Skills:
Preferred Skills:
Analytical Reasoning, Business Process Management (BPM), Communication, Corrective and Preventive Action (CAPA), Customer Centricity, Customer Retentions, Customer Satisfaction, Customer Service, Customer Service Philosophy, Customer Support Operations, Customer Support Trends, Omni-Channel Support, Organizing, Problem Solving, Process Improvements, Service Request Management