Customer Supply Chain Lead

Lindt & Sprüngli; Greater London; On-site; GBP 50,000 - 62,000; Full time

Job summary

Lindt & Sprüngli UK is seeking a Customer Supply Chain Lead to shape and lead key customer relationships from a supply chain perspective. You will act as the voice of the customer, ensuring alignment between expectations and operational delivery.

The role collaborates across Customers, Sales, Demand Planning and Supply Chain, providing consultancy to optimise service levels, drive performance, and enhance customer satisfaction.

Qualifications

• Experience in a customer-facing supply chain or operations role.
• Strong understanding of end-to-end supply chain processes (order management to delivery).
• FMCG experience with customer expectations and operational dynamics.
• Proven ability to translate data and feedback into strategic recommendations.
• Excellent communication, facilitation and presentation skills.

Responsibilities

• Act as the primary supply chain point of contact for key customers (IE/UK).
• Lead regular customer reviews with sales and supply chain teams.
• Own service level reporting, including OTIF, and communicate insights.
• Translate customer feedback into improvement initiatives and actions.
• Collaborate cross-functionally to align messaging and recovery plans.

Skills

Customer facing

Supply chain

Operations

FMCG

SAP/WMS

Excel

Stakeholder management

Leadership

Tools

SAP

WMS

Excel

Job description

A little bit about LindtWe are a premium chocolate manufacturer established in 1845 operating in over 86 countries around the World. Guided by our Global purpose to Enchant the World with Chocolate and UK vision of Creating Moments to Make Everyone Feel Special, we have around 700 team members in the UK across our Head Office, Retail, and Field Sales divisions. We are a Top 20 Great Place to Work and are proud of our incredible people, our unique values-led culture and our iconic market leading brands such as LINDOR & GOLD BUNNY.We’re also proud of being one of the few bean-to-bar chocolate makers in the world, where we control every step of our chocolate production.Customer Supply Chain LeadInternal Level: 2.1 / £50,000 - £62,000Must have Right To Work in UK without sponsorship.Main Purpose of JobThe Customer Supply Chain Lead is a strategic, customer-facing role accountable for shaping and leading key customer relationships from a supply chain perspective. Acting as the voice of the customer internally, this role ensures alignment between customer expectations and operational delivery.The role leads and drives collaboration across Customers, Sales, Demand Planning, and Supply Chain, providing consultancy and insight to optimise service levels, improve performance, and enhance customer satisfaction. Accountable for communicating performance metrics (including OTIF), managing customer feedback, and leading proactive engagement on service, transport, and sustainability initiatives.Key Responsibilities Customer EngagementAct as the primary supply chain point of contact for key customers (IE/UK)Build strong, collaborative relationships, acting as a trusted advisor on supply chain topicsProvide expert consultancy to both internal & external customers on service, delivery, and operational improvementsLead regular customer reviews and performance discussions ensuring clear communication of insights, actions and progressConduct customer visits with Sales & Supply Chain team to strengthen the Lindt/customer relationshipOwning Service Level reporting and associated comms, managing internal stakeholders to update relevant information and proactively communicating with customers and stakeholders about supply issuesPerformance ManagementOwn and communicate Customer Service performance metrics, including OTIF (On Time In Full)Deliver regular performance reporting and generate actionable insights to customers and internal stakeholdersAnalyse service performance trends, identify root causes and lead improvement actionsEnsure transparency, consistency and strategic alignment in all customer communicationsSupply Chain CommunicationLead customer communication on supply chain matters, including shortages, constraints, transport efficiencies, and service disruptionsEnsure timely, clear, and proactive communication to maintain customer confidenceLead cross-functionally to ensure aligned, accurate messaging and robust recovery plansCustomer FeedbackLead customer feedback processes, including surveys and performance reviews Translate feedback into strategic improvement initiatives and partner with internal teams to deliver measurable progressTrack, report, and communicate progress on customer‑driven actionsSustainabilityCommunicate sustainability/Transport initiatives and progress to customers, including decarbonisation progressSupport alignment between customer sustainability expectations and operational capabilitiesCollaborate with internal teams to integrate sustainability into customer solutionsQualifications, Knowledge and Experience RequiredExperience in a customer-facing supply chain or operations roleFMCG experience with strong understanding of customer expectations and operational dynamicsDemonstrated ability to translate data and customer feedback into strategic recommendationsStrong knowledge of end‑to‑end supply chain processes (order management, picking, loading, delivery, PODs) within SAPExcellent attention to detail and strong PC skills, including SAP/WMS and ExcelAnalytical mindset with experience in performance reporting and insight generationStrong stakeholder management, influencing, and relationship‑building skillsExcellent communication, facilitation, and presentation capabilitiesProactive, resilient, and able to operate with high levels of autonomyStrong leadership and team‑building skills, with the ability to engage and influence at all levelsHigh drive, tenacity, and a results‑focused mindset