Senior Customer Supply Chain Manager Benelux/ Nordics & DACH

About the role

Within Regional Supply Chain Europe Team and reporting to the Customer Supply Chain Director WE, the Senior Customer Supply Chain Manager Benelux / DACH pilots Supply Chain service and performance for the Benelux / DACH cluster. He / She partners with the regional Supply Chain functions (Demand Planning, Supply Planning, Logistics and Customer Service) to deliver best in class Supply Chain operational execution, sustainable cost advantage (productivity agenda) and customer value in this cluster.

Key responsibilities include

The Senior Customer Supply Chain Manager Benelux / DACH plays a pivotal role in partnering with the respective Country / cluster MDs to deliver upon the country / cluster Service level & volume objectives and enable growth by driving excellence in execution.  

Cluster SCS Strategy

• On a yearly basis, based on BNL/DACH Fiscal Year plans & Customer Supply Chain key strategic objectives for WE region:

- Defines Customer Supply Chain key strategic objectives for clusters overseen.

- Lead roadmap, monitor performance and cross correct to achieve targets.

•  Communicate pro-actively on CSC strategic objectives and action plans with key stakeholders (MD’s, Europe Regional Supply Chain Team, Sales & Marketing Teams and Finance) to get all the necessary support to deliver objectives for overseen clusters.

Planning

• In close collaboration with BNL / DACH Sales Teams & European Demand Planning team, build a rolling 18-months demand plan for BNL / DACH.
• Provide all relevant information on market dynamics (economic, industry, customer, competitive landscape) impacting BC rolling forecast.
• Drive Risks & Opportunities discussions for BNL / DACH clusters and provide output to Customer Supply Chain Director WE / European DP Team in preparation of the Demand Sign Off as well as of S&OE / S&OP forums.
• Monitor closely forecast accuracy (BIAS / WMAPE) and implement corrective actions to reduce impact of variability on operations.

• Improve stock rotation by pro-actively proposing slow movers / outlet stock to clusters’ sales teams / customers and coordinating excellent order management execution.

S&OE

• Drives local S&OE process and discussions for Benelux/ DACH. Pro-actively shares with local sales teams the output of European S&OE / S&OP forums and implements related action plans.
• Drives demand and supply alignment for Benelux and DACH markets, in close collaboration with Customer Supply Chain Director WE, Europe Regional SC Team, local MD’s.
• Implements WE regional supply arbitrage decisions in own clusters.

Customer Management / Customer Service

• Instigate a customer-focused approach within own team. Ensure each local team (BNL, DACH) develops a strong knowledge of their customers operating models and propose adequate services to secure loyalty and position Barry Callebaut as preferred supplier.
• Implement a strong collaboration between local CS team (Operations leads, collaborations lead, Ops & collab leads) and related GBS customer service team leads / CS agents to deliver targeted service levels.
• Ensure excellent operational day to day relationship with our customers

- regular visit and alignment meeting on operations,

       - negotiation of logistic terms and conditions

•  implementation of customized actions / projects to enhance customer experience (digitalization of   transactions, additional services, joint business plans, …)
•  adherence to SLA’s
• adherence to OTB order management process

Cluster Customer SC Operations

• Monitor Customer Service teams (local /GBS) performance and implements corrective actions in a continuous improvement mindset.
• Manages escalations from local commercial teams.
• In case of risks or shortages, strictly follows country / cluster stock allocation guidelines provided by Regional Europe Supply Chain Team. For each country, manage customer prioritization in close collaboration with sales teams and in line with business objectives (customer tiering, SLA’s, profitability, growth objectives, …).

Performance monitoring :

• • Monitor and pilot OTIF for Benelux and DACH. Provide a weekly snapshot with Root Cause Analysis and action plan to cross correct. Circulate a monthly performance review and related action plan for the next month(s) to local MD’s, CSC director WE, Customer Service Director Europe.
  • On a monthly basis : monitor and report customer complaint / penalties, DSOs for Benelux and DACH. Report progress, financial impact and action plan implemented for continuous improvement.

Implements WE Supply Chain productivity agenda in own country / cluster :

• Actively contribute and implement all initiatives related to streamlining, harmonization and simplification of Customer Supply Chain operations.
• Actively contribute and roll out European Supply chain productivity initiatives in Benelux / DACH. Deliver savings targets for own country / cluster.

Implement Supply Chain excellence initiatives in own country / cluster :

• Actively support the implementation of European Regional Supply Chain Excellence program in Benelux / DACH
• In close collaboration with European Supply Chain Team, roll out and ensure adoption of European Supply Chain tools / process in own cluster (ex : ATP, OMP Demand Planning, order entry digitalization, …).

• Provides leadership to direct reports & their respective teams according to BC leadership model and ensures compliance to BC rules (safety, code of conduct, D&I, ..).
• Review, optimize and harmonize cluster Customer Supply Chain organization whenever relevant to keep it agile and customer focused. Build synergies between teams located in BNL & Germany and ensure harmonization of job descriptions, process, ways of working.

Team Management

• Develop team skills and capabilities through continuous improvement methodologies and ensures strong team engagement.
• Ensure strong collaboration with GBS teams (more specifically GBS Customer Service Team BNL / DACH)  and Regional Europe Supply Chain teams, as well as best practice sharing with WE / CEE Customer Supply Chain Teams.
• Align with direct reports & their respective teams on yearly objectives and provide appropriate support to ensure achievement. Develop a result-oriented spirit.
• Provides clear and up-to-date job descriptions, ensures Performance Reviews are duly done and feedback regularly given on performance and deliverables.
• Manage reward in a fair way, within budget guidelines.  

Please note that travel may be required (To Germany / to customers) – Approx 25%

About you

• Master’s degree in engineering, economics or business administration.
• Min 15 years of overall experience including 10+ years of Supply chain experience preferably in Customer Service / Demand Planning.
• Proven leadership experience, especially in driving successfully change management in a large FMCG or B2B company.
• Used to working in a multicultural and matrix organization
• Fluent in English and Dutch. German is a plus.
• Ability to think holistically and connect the dots.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams. Positive communicator with excellent presentations skills
• Strong networking, stakeholder and influencing skills.
• Enthusiastic and agile mindset, looking for continuous improvement and embrace change.
• Ability to lead and manage change in a complex environment.
• Solid analytical skills with ability to dig into raw data and interpret them to larger audiences
• Strong business / commercial acumen / customer focused mindset
• Ability to deal with commercial teams / customers and manage pressure.
• Sense of ownership and result oriented mindset
• Team player / collaborative