Customer Experience Lead

RESPONSIBILITIES / KEY DELIVERABLES 

Order to Deliver 

• Point of escalation for support and issue resolution in a timely manner relating to all operational activities involved in the daily order cycle – including but not limited to PEGA ticket resolution and Order Fulfilment team queries.
• Manage rebooks and logistics issues with customer and 3PL partners, where customer insights and decisions are required. 
• Respond to haulier and customer queries via e-mail and telephone to ensure smooth operations and delivery of exceptional customer service.
• Support 3rd party partners (such as warehouse, order fulfilment, etc) with execution of O2D processes in times of contingency.
• Ensure compliance to all applicable month end controls. 
• Manage any exceptional issues – including but not limited to uplifts & lead-time exceptions.
• Provide bank holiday operational O2D cover as part of agreed rota within Customer Execution team.
• Implement supply chain initiatives with key contacts at the customer (e.g. setup of new delivery point, lead-time reduction, weekend ordering etc).
• All activities above are expected for both Irish and UK customers as required.

Bill to Cash

• Prompt resolution of Logistic Claims to support delivery of cash.
• Understanding of the wider Order to Cash process and interactions between O2D and B2C.

Forecasting

• Provide customer-specific insights & recommendations based on analysis & collaborative discussions (such as 30-60-90 forums) to positively influence the forecast accuracy & bias of promotional volumes within Magnum and with customers.

Systems that a role holder would be expected to use or interpret includes but is not limited to – SAP, PEGA, High Radius, PowerBI, MS Office, Customer Portals.

Projects, Innovation & Capabilities

• Leads small scale customer projects that help Magnum stand out vs other suppliers. 
• Collaborate with customer to ensure correct set up of NPD, including master data, phasing, and first-order management.
• Supports relevant internal and external stakeholders on technology, process or business changes.
• Provides guidance and support to CD and other stakeholders on the feasibility and execution of initiatives.

Continuous Improvement & Problem Solving

• Review compliance with logistics trade terms and identify opportunities to improve with customers. 
• Analysis of service losses to determine key trends & chronic problems, working with stakeholders to improve availability.
• Analysis of AGS results to create & execute of plans for future improvements.
• Collaborates with third parties and internal stakeholders to influence the continuous improvement of reports, processes and ways of working pertinent to this role & its interfaces.

Customer Communications & Internal Relations

• Act as the supply chain face of Magnum to our customers.
• Acts as the first supply chain point of contact for queries and challenges by the cross-functional Irish team.
• Understanding the needs of retail customers, be the voice of the customer internally and develop relationships with key customer contacts.
• Lead communication to customer on service performance & incidents, proactive sharing of potential supply risks and associated mitigations.
• Build relationships to positively influence customer behaviour in line with Magnum’s operational & leadership expectations.

Training & Coaching

• Training & coaching for new CES starters will be an expectation of this role.
• This role may be expected to coach / educate CAMs on supply chain execution fundamentals. 

WHAT YOU NEED TO SUCCEED

Minimum Requirements

• A customer-focused mindset, seeking to exceed their expectations where possible.
• Willing and able to travel to meet customers.
• Strong internal and external stakeholder management.
• Excellent quantitative analytical skills.
• Proficiency in English & Maths.
• Strong communication and interpersonal skills, with ability to adapt style to influence stakeholders.
• Strong problem-solving skills and an ability to think logically.
• The ability to stay calm & focused in fast-paced, high-pressure situations.
• Ability to manage time effectively, well organised, planning workload and being able to focus on future promotions and events rather than get distracted with the issues of today.
• A proactive mindset, seeking to avoid problems before they arise.
• Comfortable holding others to account and in having challenging conversations.

Ideal Requirements

• Advanced skillset in Microsoft Excel.
• Experience working with retail customers.
• Experience with SAP or other ERP software.
• Experience working in logistics, planning or commercial roles.
• An understanding of basic financial / commercial measures and how supply chain roles can influence them.
• A solid grasp of supply chain fundamentals.

KEY INTERACTIONS

• Customer – Commercial & Supply contacts
• Ireland – Irish Leadership Team
• CD - Customer Account Managers & Customer Business Managers
• Customer Experience - Customer Execution Specialists, OFCLs
• Planning - Demand and Supply Planning Teams
• Customer Planners & Customer Experience Analysts
• Subject Matter Experts
• Logistics Teams
• 3PL Providers
• Pricing Teams