Customer Experience Manager

Job Description
Are You Ready to Make It Happen at Mondelēz International?
Join our Mission to Lead the Future of Snacking. Make It Possible.
Job Profile Summary
You will support our order-to-cash (OTC) operations and/or the customer collaboration agenda for a given market or set of customers. You will offer improved value and service to the customer and increase supply chain efficiency while offering clear accountability and transparency into customer performance through a single point of contact.
Job Description
Are You Ready to Make It Happen at Mondelēz International?
Join our Mission to Lead the Future of Snacking. Make It Possible.
You will support our order-to-cash (OTC) operations and/or the customer collaboration agenda for a given market or set of customers. You will offer improved value and service to the customer and increase supply chain efficiency while offering clear accountability and transparency into customer performance through a strategic partnership approach.
How you will contribute
You will:

• Drive effective cross-functional communication among stakeholders including sales, logistics operations, demand planning, product supply and external partners
• Achieve KPIs targets including customer service, invoice accuracy, overdues and deductions through effective implementation of processes
• Development, coach, delegate and lead a team to drive the business agenda and give them opportunity to grow in the organization
• Focus on account or channel-specific initiatives including efficient ordering and replenishment, that drives on-shelf product availability and joint value-creation opportunities identified through customer collaboration
• Deliver enhanced service by driving the implementation of customer supply chain improvement initiatives and building deep relationships with the customer

What you will bring
A desire to drive your future and accelerate your career. You will bring experience and knowledge in:

• Experience in CS&L function, ideally with excellent knowledge of OTC management and processes, customer supply chain management
• Cross-functional experience (sales, CS&L controlling, demand planning, and logistics and warehousing knowledge)
• SAP, information systems, process design, standard operating procedures
• Experience leading and developing a team
• Able to analyze data and derive insights into action with a focus on delivering to timelines and KPIs
• Great interpersonal, teamwork and verbal and written communication skills
• Able to influence, negotiate and apply commercial acumen and drive cross-functional consensus on daily order fulfilment decision making
• Customer orientation with a focus on delivering on customer KPIs (case fill rate, service levels, on time in full)
• Process management and planning skills
• Good understanding of supply chain management, order to cash cycle, and commercial areas

More about this role
The Customer Experience Manager is a key point of contact for Canadian customers & leads customer facing supply chain activities for the Canada Commercial unit. This role encompasses leading and developing the Customer Supply Chain team in the total plan to cash cycle, ensuring processes and objectives are adhered to and maintained within KPI targets. The Customer Experience Manager collaborates directly with customers and internal stakeholders (primarily but not limited to: Sales, Product Supply, Demand Planning, Distribution & Transportation) to implement efficient end to end supply chain solutions and programs; requiring a strong strategic approach with all customers.
Job requirements:

• Bachelors degree/ college diploma in Business, Supply Chain Management
• Minimum of 5 years experience in Supply Chain Management
• Lead and support customer supply chain programs with Commercial Sales that deliver volume and accelerates top line growth & Act as the "voice of the customer" within Mondelēz Supply Chain
• Drive towards undisputed leadership in supply chain of best in class programs and processes that improve performance to customers. Provide feedback to internal stakeholders on specific needs and potential future program development opportunities
• Strong negotiation and influential attributes
• Ability to manage with Canada Commercial Leadership
• Support the engagement process with key customers on day to day and strategic supply chain opportunities ( ex. Quarterly review cycle & JBP ). Drive Action Plans around Advantage Survey results.
• Develop and maintain customer relationships to achieve executional excellence and to meet and exceed our customer's KPI expectations
• Lead in recruitment and development of the organization through a commitment to innovation, advancement planning, continuous improvement, in addition to diversity and work life balance
• Develop the capability of customer and customer service team's through increased understating of new programs, industry trends and strategic initiatives
• Partner with Product Supply and Logistic Operations to develop and implement the action plans needed to meet and exceed our service metrics ( i.e.: Case fill rate and On time Delivery )
• Lead in bridging supply chain relationships between customers and other supply chain functions (Logistic Operations, Product Supply )
• Responsible for cultivating a great place to work & unleashing empowerment amongst the CS& L team
• Interface with Collections & SSO teams to provided leadership and resolution of escalated customer's invoice percent current ( IPC ) challenges.

Travel requirements: Minimal within GTA
Work schedule: Full-time
No Relocation support available
Business Unit Summary
With several brands that are among consumer favourites, including Cadbury, OREO, Christie and Maynards, we are one of the largest snack companies in Canada. Many of our iconic brands are ranked first, second or third in their categories, and our manufacturers and pastry chefs have an enviable mission to create and manufacture chocolate, cookies, crackers and candy in our iconic factories and locations across Ontario. A company with many ambitious growth targets, we have invested close to $250 million in our Ontario plants in recent years alone; We run marketing campaigns promoting innovative products such as Cadbury Dark Milk tablets and OREO Birthday Cake and Peppermint Bark cookies. Our community of more than 2,683 employees is present across Canada and our head office is in Toronto. Passion and dedication characterize our Company. We encourage all our employees to be themselves at work, to speak out and to encourage diversity in all areas of activity. In addition, we foster a flexible work environment and place great importance on the notions of trust and empathy to promote a true sense of belonging.
Mondelez welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates with disabilities taking part in all aspects of the selection process. Please note that the term "accommodation" in this posting means changes that are made in order to meet the needs of a person with disabilities and not lodging.
Job Type
Regular
Order Management (OTB)
Customer Service & Logistics