Customer Operations Manager

3 weeks ago


United Kingdom Mondelez España Galletas Production SLU Full time

The UK Customer Collaboration Manager role is critical to managing and ensuring the highest levels of service are delivered to our customers. Leading a customer team, in close alignment to the sales team, the structure enables the progression of an agenda focused on delivering operational excellence, optimizing joint costs and in developing improved processes and initiatives to enable business growth. The role is pivotal to our customer engagement, to understand and translate customer requirements through the building of trusted partnerships, and to work as a member of virtual teams within CS&L / MSC / MEU / Commercial functions to shape and deliver the agenda.
Creation of an agreed customer collaborative agenda with internal & external stakeholders to drive continuous improvement of the order to delivery process and deliver agreed KPIs, and a Joint Supply Plan measured through Customer Scorecards to support our Growth agenda.
Working as part of the Customer Order to Cash Leadership Team to fully align and optimize ways of working as a virtual team.
Leading the service agenda and championing the voice of the customer , working across CS&L to maximise OTIF performance and working as part of the Sales virtual team to ensure a coherent and fully integrated customer agenda.
Strong stakeholder management and the building of a strong network of relationships is critical both internally and externally- Customer, CS&L, Commercial, MSC, MEU Customer Tower, MBS O TC, external bodies and within the wider business to ensure an efficient flow of information for customer-specific topics It is critical that the job holder is able develop strategy and to frame & communicate information effectively with stakeholders at senior levels.
5% service to them through: -
Operational excellence and continuous improvement to identify and resolve processes or issues which impact service.
Promotional Forecasting through Implants and 30:60:90 planning processes
Seasonal intent Management
Leading the MBS back office Customer service teams to deliver CS order entry target of .%
Build trusted partnerships with Commercial Customer Directors / Meals MD to support the delivery of our c$1.Lead an agenda to deliver service and cost efficiencies to the business
Supports the delivery of the Customer Innovation agenda to deliver $500K - $1M per annum in productivity (each) for their customer portfolio.
Leads the customer performance of the Customer Trade Terms Governance, makes decisions based on analytical insights and utilizes, in line with the customer JSP to deliver improvements and efficiencies.

Extensive customer supply chain or commercial experience (preferably Sales)
Experience of leading people and building teams
Customer-facing experience (major retailers)
Excellent communication and influencing skills at senior levels (internal and external)
Strong Customer Relationship Management & stakeholder influencing skills
Analytical understanding of Service Drivers
Systems literate – SAP, Microsoft Office (PPT, Excel)
Fluent English (verbal and written)
Project Management
Business Unit Summary
At Mondelez Europe, we are proud, not only of the iconic brands we make, but also of the people who make them. Our delicious products are created in 52 plants across Europe by more than 28,000 passionate people. We make sure our powerful global brands and local jewels like Cadbury, Milka and Alpen Gold chocolates, Oreo, belVita, LU and Tuc biscuits get safely into our customers hands—and mouths. Great people and great brands. Mondelēz International is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation or preference, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.
RegularCustomer Collaboration (CLD)Customer Service & Logistics #J-18808-Ljbffr



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