Director of Customer Care & Delivery Job at VIVANT in Pommard (21)

Job Description

Company Description

VIVANT is the first wine experience platform streaming Live Experiences® from wine regions around the world. Members meet the most interesting people in wine and discover the world’s best tasting cuvées made free of pesticides and herbicides, with respect for consumers and the environment. Expert wine advisors host each live experience and teach how to assess wines with the platform’s groundbreaking Interactive Tasting Method®. Advisors are available to answer questions, anywhere, anytime. Blending engaging interaction, personalized education, and lively entertainment, VIVANT brings together winemakers, wine lovers, and wine educators committed to a sustainable future. Founded in 2019, VIVANT has offices in Europe, the United States and Asia. Join the movement at www.vivant.eco. Our name, VIVANT, reflects our passion for great tasting wines and our commitment to living systems, clean air, clean water, healthy soils, and human health.

Job Description

We are searching for a forward-thinking, technology-savvy Director of Customer Care and Delivery to join our team. In this role, you will be responsible for the B2C and B2B customer experience and delivery of our wines and experience kits worldwide. If you have a passion for customers, logistics, and operations, you might be our next VIVANT. You will need leadership experience managing high-performance teams focused on solving customer problems and building agile, efficient, and highly reliable global delivery networks. Finally, you must love turning customer and logistics data into meaningful insights and recommendations across different parts of the business.

In this Role, You Will

Recruit and manage a high-performance Customer Care and Delivery team

Design and manage the overall customer care and logistics strategy worldwide including the roadmap, policies, processes, and objectives and key results (OKRs) to create a resilient, reliable and efficient delivery network and the highest level of customer response time and satisfaction

Architect and manage the information systems and workflows for customer care and delivery including the interfaces to logistics networks, customs, and compliance systems

Manage the full customer delivery cycle from order validation to receipt of parcels including reporting and alerts to all key stakeholders

Track and manage delivery times, transport costs, and stock level alerts

Build relationships with delivery partners in critical geographies to proactively and troubleshoot delivery issues before they occur

Ensure compliance with delivery laws, regulations and customs requirements including accurate and on-time compliance reporting

Drive a culture of continuous innovation and improvement


About You

A Bachelor’s and/or Masters degree in Supply Chain Management, Logistics, Operations Management

10+ years of experience with an international company in supply chain management, customer care, logistics, and order management with increasing responsibilities managing a global delivery network

Complete fluency in English and French; speaking and writing

Demonstrated experience designing a global B2C logistics network

Hands-on expertise with enterprise-level CRM and ERP systems, Salesforce.com a plus

Strong knowledge of international logistics rules and regulations

Leadership personality with a proactive approach to problem-solving

Excellent communication with a strong analytical mindset

Exceptional organizational skills

Self-starter with an entrepreneurial spirit and “get it done” mindset

Additional Information

Our Team

Smart: We possess the intellect needed to innovate and execute

Spirited: We have boundless energy and passion for our work and life

Confident: We bring a can-do attitude to get the job done

Open-Minded: We are open to alternative approaches and types of people

Fun: We enjoy sharing a bottle of wine with each other, anytime

About Company

Company: VIVANT

Company Location:  Pommard (21)