Customer Collaboration Manager

TN United Kingdom; Birmingham; On-site; GBP 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a dynamic Customer Collaboration Manager to lead a high-performing team in Birmingham. This pivotal role focuses on ensuring exceptional service delivery and fostering strong relationships with customers. You will create and implement a collaborative agenda, driving continuous improvement in operational processes while championing the voice of the customer. The ideal candidate will possess strong stakeholder management skills and a passion for developing talent within the team. Join a forward-thinking organization committed to leading the future of snacking and making a significant impact on business growth.

Qualifications

• Strong stakeholder management skills are critical for this role.
• Experience in leading customer-focused teams is essential.

Responsibilities

• Lead a Customer Team to optimize service delivery and performance.
• Drive operational engagement focusing on service excellence.

Skills

Stakeholder Management

Customer Engagement

Operational Excellence

Team Leadership

Process Improvement

Education

Bachelor's Degree

Job description

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Customer Collaboration Manager, Birmingham

Client: Mondelēz International

Location: Birmingham, United Kingdom

Job Category:

Customer Service

EU work permit required:

Yes

Job Reference:

bcbea29444c4

Job Views:

126

Posted:

10.04.2025

Expiry Date:

25.05.2025

Job Description:

Description

Are You Ready to Make It Happen at Mondelēz International?

Join our Mission to Lead the Future of Snacking. Make It Possible.

The UK Customer Collaboration Manager role is critical to managing and ensuring the highest levels of service are delivered to our customers. Leading a customer team, in close alignment to the sales team, the structure enables the progression of an agenda focused on delivering operational excellence, optimizing joint costs and in developing improved processes and initiatives to enable business growth. The role is pivotal to our customer engagement, to understand and translate customer requirements through the building of trusted partnerships, and to work as a member of virtual teams within CS&L / MSC / MEU / Commercial functions to shape and deliver the agenda.

Role Scope

• Creation of an agreed customer collaborative agenda with internal & external stakeholders to drive continuous improvement of the order to delivery process and deliver agreed KPIs, and a Joint Supply Plan measured through Customer Scorecards to support our Growth agenda.
• Creation and evolution of a focused, motivated and high performing Customer Collaboration team. Working as part of the Customer Order to Cash Leadership Team to fully align and optimize ways of working as a virtual team.
• Leading the service agenda and championing the voice of the customer, working across CS&L to maximise OTIF performance and working as part of the Sales virtual team to ensure a coherent and fully integrated customer agenda.
• Strong stakeholder management and the building of a strong network of relationships is critical both internally and externally - Customer, CS&L, Commercial, MSC, MEU Customer Tower, MBS OTC, external bodies and within the wider business to ensure an efficient flow of information for customer-specific topics. It is critical that the job holder is able to develop strategy and to frame & communicate information effectively with stakeholders at senior levels.

How you will contribute

You will:

• Lead a Customer Team of direct and indirect reports Role modelling and developing a people strategy to optimize the team capabilities, providing a talent pool for development within the business and attract and retain talent from within and outside of OTC to build a high performing team. Active participation in People Forums & Initiatives as part of the NE CS&L ELT.
• Drive the operational engagement which includes leading the customer collaboration teams that focus on delivering 98.5% service to them through: Operational excellence and continuous improvement to identify and resolve processes or issues which impact service. Promotional Forecasting through Implants and 30:60:90 planning processes Seasonal intent Management Leading the MBS back office Customer service teams to deliver CS order entry target of.