Customer Experience Manager
2 days ago
About the Role
This is a critical position within Mondelēz International, responsible for managing and ensuring the highest levels of service are delivered to our customers. As a Customer Collaboration Manager, you will lead a customer team, working closely with the sales team to drive operational excellence, optimize joint costs, and develop improved processes and initiatives to enable business growth.
Key Responsibilities
- Creation of an agreed customer collaborative agenda with internal and external stakeholders to drive continuous improvement of the order-to-delivery process and deliver agreed KPIs.
- Creation and evolution of a focused, motivated, and high-performing Customer Collaboration team, 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 Customer Service and Logistics to maximize 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, including customers, Customer Service and Logistics, Commercial, Manufacturing, Supply Chain, and external bodies, to ensure an efficient flow of information for customer-specific topics.
How You Will Contribute
- Lead a Customer Team of direct and indirect reports, role-modeling and developing a people strategy to optimize the team's capabilities, providing a talent pool for development within the business and attracting and retaining talent from within and outside of the organization.
- Drive the operational engagement, which includes leading the customer collaboration teams that focus on delivering 98.5% service to customers through operational excellence and continuous improvement, promotional forecasting, seasonal intent management, and leading the MBS back-office customer service teams to deliver CS order entry targets.
- Build trusted partnerships with Commercial Customer Directors and Meals MD to support the delivery of our $1.5B revenue, leading an aligned agenda as the MSC business partner.
- Lead an agenda to deliver service and cost efficiencies to the business, supporting the delivery of the Customer Innovation agenda to deliver $500K-$1M per annum in productivity for their customer portfolio, and leading the customer performance of the Customer Trade Terms Governance.
What You Will Bring
- Extensive customer supply chain or commercial experience, preferably in sales.
- Experience of leading people and building teams.
- Customer-facing experience with major retailers.
- Excellent communication and influencing skills at senior levels, both internally and externally.
- Strong Customer Relationship Management and stakeholder influencing skills.
- Analytical understanding of Service Drivers.
- Systems literacy, including SAP and Microsoft Office (PPT, Excel).
- Fluent English (verbal and written).
- Project Management skills.
About Mondelēz International
Mondelēz International is a leading global snacking company, with a portfolio of iconic brands and a commitment to delivering high-quality products to our customers. We are proud of our people and our brands, and we are looking for talented individuals to join our team.
Equal Opportunities Employer
Mondelēz International is an equal opportunities 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.
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