LEAP - Global Business Process Manager - Customer Service

LEAP - Global Business Process Manager - Customer Service

Leap is one of the major transformation programs currently at Pernod Ricard. It is focused on designing and building our future proof ERP system, enabling harmonization of all transactional processes across the Group.

The role of the Business Process Manager Order to Cash within in Leap, will be to design the integration and enhancement of customer service operations within Pernod Ricard's ERP system.

Your key missions

• Design remaining detailed O2C ERP processes, ensuring a seamless flow from customer order placement to fulfillment. Focus on accuracy, efficiency, and the flexibility to handle various customer requirements.

• Be in charge of ERP Customization for O2C: Work closely with the ERP implementation team which will configure the ERP system, ensuring it supports the specific needs of customer service operations, including order tracking, customer communication, and service request management, while ensuring an overall standardized and harmonized processes.

• Ensure Cross-Functional Collaboration: Coordinate with sales, logistics, Tech, and finance teams to align ERP customer service processes with overall business operations, ensuring cohesive and efficient customer service delivery.

• Perform fit-gap analysis workshops on site in collaboration with internal stakeholders as part of upcoming rollouts. Facilitate discussions around identified gaps and assess whether they require enhancements to the global template or can be addressed through local adaptations.

• Secure data readiness for rollout & scale: Own end‑to‑end O2C data migration readiness for TAG and Iberia (master data, transactional data, reconciliation rules, cutover playbooks), lead Mock cycles and defect closure for identified objects, and apply reusable migration standards and governance to accelerate Phase 1 countries onboarding.

• Stabilize and industrialize O2C process documentation: Finalize and refine O2C global process design, business rules, and SAP configuration documentation based on Detailed Design outcomes, E2E learnings, and market specifics; ensure TAG/Iberia deviations are fully documented in order to feed a clean, scalable baseline for future markets.

• Drive change management & business adoption: Participate into O2C change impact assessments for Phase 1 markets; define role‑based change plans (Finance, Customer Service, Sales, Ops), align key stakeholders, and actively support go‑live readiness through hypercare preparation and business engagement routines.

• Design and deliver training & capability build‑up: Participate into O2C training strategy orchestration and workshops (process, SAP transactions, controls, E2E scenarios), leveraging TAG as the first brand company blueprint; ensure training materials, simulations, and train‑the‑trainer models are reusable and ready to be deployed rapidly for Iberia and subsequent Phase 1 markets for Customer Service processes in priority.

If you recognize yourself in the description, don't wait and apply!

Qualifications

• Master's degree in engineering or business school.
• 5 -10 years of experience in:
  • Customer Service Operations in CPG (internal PR preferred).
  • Consumer goods sector experience in commercial / CS functions.
• Strong experience in SAP 4 HANA; experience in Order to Cash Portals is a nice to have.
• Fluency in English. French or Spanish languages are a plus but not mandatory.
• Project management experience and the ability to be hands-on as well as having a strategic vision. Experience in rollouts is required.
• Willingness to travel is required, including regular travel across EMEA and occasionally globally, to support rollout activities.
• Strong adaptability, the ability to perform effectively in changing environments, and a proven capacity to manage stress in a fast-paced, project-driven context.
• Strong team player.

Location: Paris

We offer you an outstanding and collaborative workplace that embodies our sharing & conviviality culture, the possibility to work from home (2 days a week), a very complete mutual insurance, an attractive compensation including profit-sharing, the possibility to train daily, employee events...

Pernod Ricard values diversity and solidarity within its organization and in its relations with stakeholders. Our recruitment methods focus on skills, and we welcome all types of talents.