Job Description:
The Director, Customer Collaboration is responsible for leading the Asia Pacific Customer Collaboration program for Supply Chain. They will develop our strategic initiatives to build measures and relationships to drive value with our customers and ensure we improve our service levels and on shelf availability (OSA) by actively collaborating and building joint processes with our internal teams and external customers. This individual is actively engaged with In Country Supply Chain, CLS and Commercial customer projects and initiatives by providing the capabilities and insights to be “famous for our service”.
This individual will work closely together with CLS, Regional Customer Development, Commercial (in market and Regional Franchise LT) and SC Planning, providing customer supply chain strategies and leading cross functional programs.
Key Responsibilities
Leads the Asia Pacific Customer Collaboration program for Supply Chain;
Co-ordinate and scorecard our top strategic customers
Building our Customer Satisfaction Capabilities by bringing scale and leverage of best practices for meeting customer needs across our multiple markets.
Develops a 3 years Customer Collaboration roadmap.
Builds and deploys a customer segmentation strategy along with a consistent menu of offerings dependent on customer profile and commercial plans.
Provides some deep insights and disruptive thinking on how to best collaborate and develop sustainable business relationships with key customers
Engage Priority Customers in routine Supply Chain Collaboration Activities
The role requires an understanding of SC strategy in alignment with CLS as it pertains to Customer Services, and the Affiliate strategies as well as a close working relationship with the Senior Leadership teams in both organizations.
The role is also expected to maintain and establish a process for identifying and appraising new CS driven regional projects, ensuring those are approved for development, recognized and supported by the relevant governance bodies within Consumer Supply Chain, CLS and Commercial teams.
Drives the annual customer survey (Advantage, Internal) and all associated improvement actions with CLS’ support
Be an active member of the J&J Customer Collaboration organization, driving globally consistent programs and adopting best practice
Promote wider Customer Connect rollout and propagate best practices by driving annual regional workshop/ Leadership Top to Tops for Supply Chain
Leads select regional projects for SC with regards to Go to Market strategy enhancements
Develops with CLS & local CS teams common monthly reporting on external and customer metrics and Customer Service outage causal driver databases including OSA
Issues Monthly External Service report and action plans working with customer owners and country leads
Work closely with local affiliate and Supply Chain teams to build standard processes and best practices to improve customer satisfaction
Qualifications
Education & experience
This candidate will have a minimum of a Bachelor's degree with 10 years of business experience and minimum of 7 years of direct Supply Chain, Logistics, Operations & Customer Relationship Management
Experience with consumer ordering, distribution and replenishment is required.
Deep understanding of sales processes, promotion management and sales incentives is required
2 years working for a global customer is strongly preferred
Strong understanding of OSA and experience with six sigma/Lean principles (particularly VSM) is preferred
Experience in building joint processes with demand, supply, distribution and S&OP is required.
Leader in Business & Customer Relationship Management
Knowledge, Skills And Capabilities
Knowledge on customer ordering and replenishment planning systems is required
Demonstrated promotional and new product introduction management skills
Project and change management skills
Demonstrated knowledge of customer structures, requirements and modus operandum
Ability to build relationships with ease
Result oriented, can work in a complex matrix environment
Good people management skills
Ability to influence without authority and build customer and peer networks is required
Travel Requirements:
40% travel domestically and internationally.
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