Customer Engagement Cluster Lead (m/f/d)

TieTalent; Stuttgart; Hybrid; EUR 70.000 - 100.000; Vollzeit

Zusammenfassung

A leading company in the health and wellness sector is seeking a Customer Engagement Lead to enhance customer experience and manage key supply chain interactions. The role requires a Master's degree and over a decade of relevant experience, offering a flexible hybrid working approach.

Leistungen

Competitive compensation

Career development opportunities

Flexible working

Qualifikationen

• Requires 10+ years' experience in customer service, order management, logistics, and planning.
• Strong leadership and people management skills.
• Preferred experience in the Consumer Self-Care or FMCG industry.

Aufgaben

• Drive customer loyalty and manage customer orders effectively.
• Implement daily management routines and improve customer experience.
• Collaborate cross-functionally to meet customer needs.

Kenntnisse

Leadership

Communication

Analytical Skills

Critical Thinking

Customer Service

Logistics

Ausbildung

Master's degree in supply chain management, logistics, business administration, engineering, or related field

Tools

Microsoft Office

ERP

CRM

Order entry systems

Jobbeschreibung

About

At Perrigo, we are driven by our mission to Makes Lives Better Through Trusted Health and Wellness Solutions, Accessible to All. We are proud to be a Top 10 player in the European Consumer Self-Care market and the largest U.S. store brand provider of over-the-counter and infant formula. Dedicated to providing The Best Self-Care for Everyone, we are the people behind the brands you trust, including Opill, Compeed, Solpadeine, NiQuitin, ACO, and many more. We Are Perrigo. We are committed to enhancing the wellbeing of our colleagues and consumers alike. We pride ourselves on fostering an inclusive, collaborative culture where each person can experience a sense of belonging.

Join us on our One Perrigo journey as we evolve to win in self-care.

Description Overview

This role helps drive customer loyalty and achievement of the company's sales and revenue objectives by delivering exceptional customer fulfillment and enhancing the customer experience. The Customer Engagement Lead serves as the key supply chain contact for both internal and external customers for the overall management of customer orders including order capture, order management, and improving the customer experience. The role is responsible for maintaining high service levels through customer collaboration, whilst also reducing costs within the total supply chain.

• Implement rigorous daily management routines across the Cluster, hold people accountable to deliver exceptional customer fulfilment while optimizing cost-to-serve
• Track all relevant Customer Service KPIs by Customer Segment to ensure strong performance management
• Implement a continuous improvement culture with diligent root cause analysis
• Partner cross-functionally to understand customer wants and needs, and develop solutions to drive excellence in customer experience
• Define service-level agreements in conjunction with SC operation team and third-party providers to ensure targeted service delivery to segmented customer base
• Define inventory allocation policies with the commercial team that meet the needs of the segmented customer base
• Communicate regularly with sales, logistics (including transportation and warehousing), accounts receivable, and planning to resolve issues and meet customer expectations
• Establish strong personal relationships with supply chain leaders from key customers and align on joint value creation initiatives
• Serve as the main point of contact for top customer accounts, developing strategic relationships through frequent communication and collaboration
• Promote innovation internally and externally to support new digital business opportunities in customer fulfillment
• Drive robust customer and product data governance: stock in trade, EPOS, on-shelf availability, customer forecast
• Ensure data synchronization with customers using industry standards
• This role requires a Master's degree in supply chain management, logistics, business administration, engineering, or a related field
• Requires 10+ years' experience in customer service, order management, logistics, and planning
• Preferably from the Consumer Self-Care or FMCG industry
• Strong leadership and people management skills
• Excellent communication skills, including verbal, written, and presentation
• Interpersonal skills, including relationship-building and persuasion
• Strong analytical, problem-solving, and critical thinking skills
• Conflict management skills
• Ability to provide actionable and well-supported recommendations
• Proficiency in relevant software, such as Microsoft Office, ERP, CRM, and order entry systems
• Understanding of financial and business planning, supply chain planning, and order management processes
• Understanding of cost, profitability, and cash flow at a strategic level

We believe our people are our greatest asset. Alongside competitive compensation, we offer benefits tailored to support you and your family, as well as career development opportunities to ensure you feel valued and supported, both professionally and personally.

Find out more about Total Rewards at Perrigo.

Hybrid Working Approach

We love our offices and the setting they provide for in-person collaboration and celebration. But we also appreciate the opportunity to work remotely, which can energize you too. We promote flexibility with the ability to work two days a week from home in many roles.

Nice-to-have skills

• Innovation
• Business Planning
• Management
• Critical Thinking
• Storage
• Planning
• Sales
• Communication
• People Management
• Logistics
• Customer Service
• Root Cause Analysis
• Customer Experience
• Forecasting
• Engineering
• ERP
• Stuttgart, Baden-Württemberg, Germany

Work experience

• IT Project Manager
• Supply Chain

Languages

• English