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Logistics 100 2019 Q&A: Paula Masterson, Heineken

Logistics 100 2019 Q&A: Paula Masterson, Heineken

SHD Logistics has released a definitive list of the most influential logisticians in the UK. The Logistics 100, compiled by an independent judging panel,  is measured on a variety of criteria, centred by operational strength. The key considerations also include influence, driving change, engagement, rising star potential and outside influencers, the latter two with which SHD has compiled separate lists for.

Members of the 2019 Logistics 100 give their thoughts on the most pressing issues within their sectors. This week, we hear from Heineken Customer Operations Manager – Customer Service & Logistics Paula Masterson.

Paula Masterson

Customer Operations Manager – Customer Service & Logistics


Paula leads the On Trade Customer Operations team of Heineken since re-joining the business in March 2017. She previously held commercial roles in TNT and Heineken but enjoys the constant challenge to find new solutions that come within a logistics environment. Paula plays a key role in the business to shape the future of Order to Cash and improve 3PL operational processes, one of which focused on customer tanking movements to improve service levels and customer experience.

SHD: What changes and developments are you expecting/predicting for the logistics industry over the next five years?

Paula: I believe that with customers wanting to reduce their stock holdings as much as possible there will be a growing demand from for real time data visibility across the supply chain. Companies will also have to address the topic of process automation. I can see bots being used within office environments that will allow to redeploy resource on customer management.

Read the full feature and list in the SHD January 2019 issue.

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