This role is to lead and integrate Demand Planning and Customer Service functions to ensure market demand is accurately translated into executable supply plans and delivered with excellent customer experience. This role drives business performance by balancing customer satisfaction, working capital, risk mitigation, and operational efficiency through robust S&OP, order fulfillment excellence, and continuous improvement.
Key Responsibilities
- Lead cross‑functional demand planning within the monthly and weekly S&OP cycle, developing robust forecasts using historical data, market insights, promotions, and demand sensing to manage volatility.
- Enable collaboration across Sales, Marketing, Finance, Supply Chain, and regions to deliver one aligned, visible demand plan that supports decision‑making and business objectives.
- Monitor forecast accuracy, bias, and variance; perform root‑cause analysis and drive corrective actions to support profitability, supply effectiveness, and customer satisfaction.
- Lead end‑to‑end order‑to‑cash execution, continuously improve order management processes, and own delivery performance, lead time, and OTIF, while acting as the key escalation point for service risks and shortages.
- Drive proactive, transparent customer communication and work closely with Supply Planning, Logistics, and Operations to align customer commitments with supply realities and close gaps between forecast, availability, and expectations.
- Enhance customer experience through value‑added services, innovation, and continuous improvement, leveraging customer feedback, satisfaction insights, and regular customer engagement to reinforce best practices in demand management and service quality.
- Lead demand and service risk and opportunity analysis, including mitigation and contingency planning, while driving continuous improvement through advanced planning techniques, digital tools, and data intelligence.
- Support supply chain risk mitigation related to forecast volatility and service disruptions, ensuring the accuracy and timeliness of demand, customer service, and supply chain reporting.
Requirements:
- Professional degree in Supply Chain or related discipline with 8+ years overall experience in Customer Service/Supply Chain, including 5+ years in managerial roles.
- Minimum 5 years of hands-on experience in Demand Planning, preferably within a manufacturing environment.
- Strong experience with forecasting/demand planning tools, supply chain ERP systems, and S&OP / IBP, including performance management and digitization initiatives.
- Proven team leadership across diverse skill sets with a strong customer-centric mindset.
