Customer Service & Logistics Lead SSA – Mars Snacking

Mars Snacking is recruiting a Customer Service & Logistics Lead for its Sub-Saharan Africa operations, based in Nairobi, Kenya. The role will lead inbound logistics, customer service and outbound logistics across SSA markets.

Customer Service & Logistics Lead SSA – Mars Snacking

Organization: Mars
Location: Nairobi, Kenya
Region: Sub-Saharan Africa

Role Overview

As a Customer Service & Logistics Lead at Mars, you will be responsible for leading inbound logistics, customer service, and outbound logistics operations for our Sub-Saharan African markets.

You will lead a dedicated team to manage end-to-end supply operations, oversee third-party service providers, and work with government authorities to ensure exceptional customer service and cost efficiency.

In this role, you will work closely with Market Collaboration, Sales, Factory Logistics, Quality, Corporate Affairs, Procurement, and Finance to deliver the right product, in the right place, at the right time, consistently meeting our customers’ expectations.

What are we looking for?

• A bachelor’s degree in supply chain, engineering, business, or economics; a Master’s degree or certifications (APICS, IBF, PMP) are preferred.
• 8-10 years of strong technical and functional experience in supply chain, including logistics, customer service, and supply planning.
• Proven expertise in SAP, Microsoft Office, and Business Intelligence tools.
• Excellent communication and presentation skills, with fluency in English and an ability to work well under pressure.
• A tech-savvy individual with a passion for analytics and data-driven decision-making.

What would be your key responsibilities?

• Develop and deploy the Customer Service & Logistics (CCL) strategy for the SSA region to ensure unit growth while reducing costs and waste.
• Lead, develop, and engage the SSA CS&L team, building organizational capability and fostering a high-performance culture.
• Drive excellence in execution by ensuring continuous improvement across all logistics and warehousing operations and managing the logistics conversion cost budget.
• Manage 3PL service providers to deliver target service levels, and collaborate with sales teams to develop operational frameworks with distributors.
• Oversee stock management and product availability to achieve case-fill targets and ensure superior customer service.

What can you expect from Mars?

• Work with over 130,000 diverse and talented Associates, all guided by the Five Principles.
• Join a purpose driven company, where we’re striving to build the world we want tomorrow, today.
• Best-in-class learning and development support from day one, including access to our in-house Mars University.
• An industry competitive salary and benefits package, including company bonus.

About Mars

Mars is a family-owned business with more than $50 billion in global sales. We produce some of the world’s best-loved brands: M&M’s®, SNICKERS®, TWIX®, MILKY WAY®, DOVE®, PEDIGREE®, ROYAL CANIN®, WHISKAS®, EXTRA®, ORBIT®, 5™, SKITTLES®, BEN’S ORIGINAL® and COCOAVIA®.

Alongside our consumer brands, we proudly take care of half of the world’s pets through our nutrition, health and services businesses such as Banfield Pet Hospitals™, BluePearl®, Linnaeus, AniCura, VCA™ and Pet Partners™.

Headquartered in McLean, VA, Mars operates in more than 80 countries. The Mars Five Principles – Quality, Responsibility, Mutuality, Efficiency and Freedom – inspire our 150,000 Associates into taking action every day towards creating the world we want tomorrow.

Commitment to Equal Employer Opportunities

All qualified applicants will receive consideration for employment in accordance with applicable law and without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, status as a protected veteran, or any other category protected under federal, state, and local laws.

If you need assistance or an accommodation during the application process because of a disability, it is available upon request. The company is pleased to provide such assistance, and no applicant will be penalized as a result of such a request.

A Note to Candidates Regarding AI

Embracing AI as a vital skill for today and tomorrow, we welcome candidates to use AI to assist with your preparation as you engage with our recruiting process—from helping to perfect your CV/resume to using it to refine your interview skills.

While AI can assist you, we expect that your ideas, responses, and demonstration of competencies throughout the recruitment process are authentically your own. We value genuine engagement and want to see the real you shine.

At Mars, AI is here to support—not replace—the human connection at the heart of our recruitment process.

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