Head of Supply Planning and Customer Care

**JOIN US BE DARING, BE DIFFERENT, BE JUST**

At the Body Shop, we run on passion, so it’s no surprise our work culture is unique. A genuinely caring environment where fun, dedication, and entrepreneurship are part of our daily lives. Our people put customers at the heart of the business and think outside the box to deliver innovative strategies. If you are commercially minded with an entrepreneurial and activist spirit, who combine expertise with enthusiasm, **we want you
**ABOUT THE ROLE**:

- Develop the performance of the supply chain organization by improving, simplifying, digitizing, standardizing, and documenting business processes associated with spheres of responsibility in supply planning and customer care. This also includes a sphere of influence with sales forecasting, demand, distribution, and commercial partners.
- Leadership to drive culture and project change management of zero waste mentality/loss elimination across people, work process, and tools. Leading and executing transformation projects within Supply Chain, developing the strategy, change management activities, training needs, and implementation primarily for the sphere of responsibility and secondarily for the sphere of influence.
- Managing service, cost, and cash via inventory performance across APAC supply planning & Head Franchisees distribution execution for the product range across APAC.
- Increase Digitalization and Tools adoption to increase productivity and upskill our people’s skill set. Specifically, increasing usage of SAP S4 Hana, especially OBM, IP, Master Data, Supply Planning via Material Requirements Planning (MRP), Distribution Requirements Planning (DRP)/Replenishment, and including system interfaces like HFPortal.
- An end-to-end mindset of identifying, educating, and implementing continuous improvement projects across people, processes, and tools. This includes documenting and implementing standard work processes, problem-solving via the identification of root causes, and implementing systemic solutions.

**More about the role**

Key Job Accountabilities:

- Drive innovative and sustainable Supply Chain solutions in people, processes, and tools towards delivering distinct competitive advantage for the company and the customer in order to optimize customer service and maximize product availability across APAC markets. **_KPIs - Service Levels, KPI for Customer Care - Head Franchisee customer satisfaction survey _**
- Manage APAC Inventory to support APAC's activities and to ensure they are optimized within budget (maximize sales opportunity) and meet market forecast/requirements without excessive inventory risk exposure. **_KPI - Inventory Months Coverage, Excess Inventory, and Inventory Quality. _**
- Analysis of inventory to highlight and make the appropriate recommendation and decision.
- Ensure the team’s accurate and efficient processing of market orders in accordance with the market requirements and regulatory standards and within the shipping schedule.
- Ensure Customer Care Lead consolidates region orders and order statuses to identify shortfalls and risks to wholesale target.
- Defines and implements data strategy, policies, and controls to ensure Supply Chain data is accurate, complete, and reliable. **_KPI - Master Data Accuracy _**
- Weekly business review with Supply Planning Lead to identify supply risks and opportunities.
- Ensure the Customer Care Lead provides essential analysis in order to identify and maximize sales and profit opportunities.
- Support local strategic initiatives and projects (such as Franchisee buy back or new market launches)
- Represent APAC in Global initiatives and projects (such as new system development and implementation). To represent Supply Planning across S&OP cadence (APAC and Global Supply Chain).

People Management
- To lead and manage the supply chain teams under his / her remit in the region cluster and ensure alignment of roles within the team for the attainment of work goals
- To manage the team's learning requirements, such as organization morale, technical knowledge and to ensure appropriate succession planning, training, and development activities are carried out at the team level

Other
- Ensure alignment to regional and international business objectives in supply chain management and take action to ensure appropriate/necessary adaptation of International policies within the APAC zone for relevancy and meeting of market business cycle needs
- To perform other related duties as assigned or requested
- Responsible for maintaining the ethical standards of The Body Shop, including minimizing the environmental, health, and safety risks in the workplace; responsible for reporting potential risks, real accidents, and near misses to relevant managers

Working Relationships & Interfaces (where applicable):
**Internal**:
APAC Supply Chain
Market Supply Chain
APAC Forecasting/Demand Planning
Brands
Visual Merchandising
Market & Franchise Commercial teams
Glob