Overview
Fuelled by passion, KAYALI was founded in 2018 by beauty mogul and fragrance fanatic, Mona Kattan. Translating to ‘my imagination’ in Arabic, KAYALI provides a modern fragrance experience inspired by Mona’s rich Middle Eastern heritage and the art of layering scents to help you create your mood; where sharing scents is a ritual and smelling good is both an act of goodwill and self-love.
Mona collaborates with some of the world’s most renowned perfumers and sources the finest ingredients to create unique juices that are infinitely memorable, long-lasting, and cruelty-free. Each luxurious fragrance is an ode to true craftsmanship and tells a special story, from the addictive notes to the multi-faceted jewelled bottles.
Our Mission
To make everyone feel like the diamond they are! To build a global community of fragrance lovers through the power of scent and by providing them with the most innovative & luxurious fragrances, education and sharing our Middle Eastern fragrance rituals with the world.
Summary
We are seeking a results-driven and customer-obsessed Customer Service & Logistics Manager to lead and oversee end-to-end supply chain management, logistics operations, and distribution management. This role will ensure seamless product delivery and superior customer service across global markets. The ideal candidate will thrive in a dynamic environment and be passionate about operational excellence, team leadership, and delivering an elevated brand experience.
Responsibilities- Customer Service & Experience
- Oversee and continuously improve customer service across all channels (DTC, retailers, marketplaces), ensuring timely and high-quality support.
- Lead internal and/or outsourced customer service teams, ensuring SLAs and CSAT metrics are consistently achieved.
- Implement service-focused strategies that drive customer satisfaction and loyalty.
- Manage escalated customer concerns and implement root-cause analysis for long-term solutions.
- Develop and maintain customer service training materials and knowledge bases aligned with the KAYALI tone of voice.
- Supply Chain & Logistics
- Lead and oversee end-to-end supply chain management, ensuring optimal coordination across procurement, warehousing, and fulfillment.
- Manage and optimize warehouse operations, inventory management, and distribution networks for efficiency, speed, and cost-effectiveness.
- Oversee logistics functions, ensuring smooth coordination between suppliers, manufacturers, 3PL partners, and retail customers.
- Develop and implement strategic initiatives to enhance operational performance and customer satisfaction.
- Lead process improvement projects to streamline workflows, reduce costs, and improve service levels.
- Ensure full compliance with customs, international shipping regulations, and best practices in global logistics.
- Align logistics and customer service functions with broader business objectives by collaborating closely with cross-functional teams (Planning, E-commerce, Finance, etc.).
- Leadership & Performance
- Provide strong team leadership, fostering a culture of accountability, continuous improvement, and high performance.
- Champion sustainability initiatives and regulatory compliance across all logistics and supply chain activities.
- Track and report on key performance metrics, offering insights and action plans to senior leadership.
- Bachelor’s degree in Supply Chain, Business Administration, Logistics, or related field.
- 10+ years of progressive experience in customer service and/or logistics roles, preferably within FMCG, beauty, or luxury sectors.
- Proven experience managing international supply chains, 3PLs, and customer service operations.
- Strong analytical, strategic planning, and problem-solving skills.
- Excellent communication and leadership skills with the ability to influence cross-functional stakeholders.
- Premium Medical/Dental/Vision coverage
- Find Your Magic Days
- Volunteer Day
- Professional Development Days
- Birthday leave
- Egg Freezing Benefits
- Employee discounts on Kayali products
- Products gifting
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