Supply Chain Customer Engagement Manager (CPFR)

Job title:Supply Chain Customer Engagement Manager (CPFR)

• Grade: L3
• Hiring Manager: Carmen Escamilla
• Location: Mexico City, Mexico
• Job type: Full time, Permanent

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About the job

Our Team:

As Supply Chain Customer Engagement Manager you will be accountable for Supply Chain Customer Engagement strategy of all customers according to differentiated service model based on segmentation. Lead the Supply Chain Customer Engagement team and work in close collaboration & complementary to Trade. Act as the primary liaison with Trade and Order-to-Cash leadership to enhance service levels, optimize cost-to-serve, and ensure customer satisfaction, consistently delivering a positive experience and adding value at every interaction.

Main responsibilities:

• Leads SC Customer Engagement team:
  • Creates an inspiring team environment with an open communication culture
  • Sets clear targets for team members & oversees achievement of these through coaching, support & KPI measurement
  • Develops team members with tailored Individual Development Plans (IDPs)
• Accountable for SC Customer Engagement strategy of all customers
  • Defines engagement strategy per customer segment according to differentiated service model
  • VIP Customers - Face-to-face collaboration with proactive focus on tactical joint-value creation & satisfaction
  • Priority Customers - Proactive customer care, driving demonstrated higher levels of service & satisfaction
  • Transactional Customers – Reactive customer care. Protection of value and compliance with trade terms. Minimize inefficiencies
  • Depending on local organizational structure, has specific SC Customer Engagement responsibility on the top-segment (VIP) customers
• Collaboration with Global Customer Fulfilment CoE
  • Acts as local extension to Global Customer Fulfilment CoE, driving local execution of global strategy, providing coaching & support network to other SC Customer Engagement associates  
  • Actively participants in Global Customer Fulfilment community, sharing local best practice & adopting best practice seen elsewhere
  • community, sharing local best practice & adopting best practice seen elsewhere
  • Actively contributes to global strategy development
  • Agree targets for value-creation & satisfaction
• Accountable for key SC Customer Engagement activities of the team
  • Segmentation
  • Simplification
  • Collaboration
  • Customer Experience
  • O2C Transactional Experts collaboration

About you

• Experience: Relevant experience in a leadership role in Customer Fulfilment within Supply Chain operations or in CPFR activities, preferably within the Biopharma industry
• Soft skills:
  • Demonstrated ability to effectively engage external customers
  • Strong project management skills
  • Strong analytical skills
  • Skilled in scenario planning, risk/benefit analysis, contingency planning and problem solving
  • Strong willingness to drive change as well as good internal marketing and communication skills
  • Strong negotiation and communication skills
  • Demonstrated high standards of integrity, professionalism, and commitment
  • Ability to motivate and influence resources that do not report directly to incumbent
  • Strong team facilitation and relationship building skills
  • Demonstrated ability to anticipate future consequences of scenarios and identify mission critical issues
• Technical skills:
  • Knowledge of upstream Biopharma processes
  • Strong understanding of downstream Biopharma processes and local trade environment
  • Understanding of Customer Experience principles
  • Understanding of cost to serve finances and the ability to drive/track Customer Fulfilment improvements
  • Excellent systems (SAP, CCM, MS Office) skills
• Education: Bachelor’s degree
• Languages: Proficient in English and Spanish

Pursue progress, discover extraordinary

Better is out there. Better medications, better outcomes, better science. But progress doesn’t happen without people – people from different backgrounds, in different locations, doing different roles, all united by one thing: a desire to make miracles happen. So, let’s be those people.

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