Regional Customer Excellence Lead

**Role (What)**:

- Drive Key **Strategic initiatives **under **Customer Collaboration**:

- Consumption Based Replenishment VMR/ CPFR for Region
- Distributor Inventory Health Improvement
- Collaborative Forecasting process with key MT and E-com Customers
- **Customer Relations**:

- Customer connect & partnering Strategy and Approach for Key Customers in Region with special emphasis on China.
- Regular Customer Engagement incl T2T with key customers
- Collaborate with Global Team / DRI for Region in Global engagement on customer programs
- Global Customer Collaboration & performance management responsibility.
- Improve **Customer experience & perception **(Close working with Deliver and CD)
- Deliver, CD
- Support Advantage & Customer Experience Survey result improvement plans with customers across Region along with Deliver & CD
- Other **Efficiency **related Initiatives o Involvement and contribution as required in specific projects like Cost to serve exercise by channel etc

**Role (How)**:

- The Regional Customer Excellence Leader (RCEL) role is accountable for the definition of the objectives for the program as well as define and agree the vision with the key stakeholders incl senior leadership.
- The RCEL will be accountable for ensuring progress on Customer excellence agenda through required influencing of the market Customer Connect leads by partnering with all stakeholders in CD, Plan, Deliver in Market & Regional teams across initiatives.
- The RCEL will effectively lead collaboration with all Local, Regional & Global stakeholders to secure the delivery of the Customer Connect objectives through communication, action and continuous improvement.
- The RCEL will represent Customer Excellence in management forums in order to enhance understanding of progress and performance enabling added value in decision making, risk mitigation and highlighting required support as needed.
- The RCEL will actively use the enablers of the customer excellence to identify future opportunities for partnering, improvement in performance by working with counterparts on customer side. The RCEL will consolidate all CC initiatives and facilitate a portfolio review including any requests for funding and resourcing.
- The RCEL is responsible for advancing collaboration capabilities in process, system and our people, by driving Maturity Framework and Customer Segmentation model agreed by Reg, Local stakeholders - by developing, improving competencies, leadership

**Measures of Success - Key Result Areas**

**Customer Service & Satisfaction**:

- NTS growth
- J&J Service results(UFR, OTIFD)
- SAMBC(Service as measured by Customer)
- Improved annual ADVANTAGE Survey (or equivalent) rating.
- Net Promoter Satisfaction
- Qualitative / Quantitative feedback, Perception from Commercial, Customers

**Project Execution & Delivery**:

- Implementation on time in full of identified Final Project Objectives.
- Budget Planning, aligning resourcing plans with sponsors(including GPex)
- Alignment on SCM System integration approach - per project( i.e VMR, CPFR)

**Collaboration Excellence (External & Internal)**:

- Customer experience KPI’s as shared by the Customer.
- Feedback from Commercial & Deliver team
- KPIs from initiatives (if any) o MAPE/BIAS from Joint business F’csting
- Others agreed by stakeholders
- Other Customer analytics based on need
- On-shelf-Availability
- Trade inventory reduction

**Insight Generation**:

- VMR compliance report & KPI analytics
- Other Customer analytics based on need

**Qualifications**
- Tertiary degree, or equivalent work experience considered, with strong supply chain and leadership experience.
- A minimum of 10 to 13 years’ experience in a Supply Chain and/or Customer facing role.
- A minimum of 3-5 years’ experience in a leadership role with direct or indirect reports.
- Knowledge of planning, logistics and distribution in a FMCG environment.
- Experience with development and implementation of collaboration projects.
- Experience in cross-functional, cross border project leadership or assignments.
- Experience with implementation of customer facing process and/or system solutions.
- FPX certified Project Leader/Lean Green Belt.
- Right balance of big picture orientation with strategic vision and attention to details, Influencing & great engagement skills for building relationship is a must. Communication skill for alignment and buy-in on Biz cases with in/external customers. Problem-solving technique related to all cross functional teams and act as single point contact in Supply Chain for strategic customers
- Leadership Skills:

- Customer focus
- Integrity & Credo based actions
- Results & performance driven
- Big picture orientation
- Strategic thinking
- Prudent risk taking
- Problem solving
- Team Skills:

- Collaboration & teaming
- Decision making
- Motivating & engaging
- Flexibility, adjusting to meet requirements of changing conditions. Tenacity, ability to adapt to a constan