Customer Service and Logistics Manager

Who We Are

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.

Key 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.