Customer Supply Chain Lead

Lindt & Sprungli (U.K.) Limited; United Kingdom; On-site; GBP 50,000 - 62,000; Full time

Job summary

Lindt & Sprüngli (U.K.) Limited is recruiting a Customer Supply Chain Lead to shape and own key customer relationships from a supply chain perspective. You will act as the voice of the customer, aligning expectations with operational delivery and driving improvements in service, OTIF, and sustainability initiatives.

The role collaborates with Sales, Demand Planning and Supply Chain to deliver actionable insights, lead customer reviews, and report performance metrics in the UK, with a strategic

Qualifications

• Experience in a customer-facing supply chain or operations role.
• FMCG experience with understanding of customer expectations and operational dynamics.
• Ability to translate data and customer feedback into strategic recommendations.
• Strong knowledge of end-to-end supply chain processes (order management, picking, loading, delivery, PODs) within SAP.
• Excellent attention to detail and PC skills, including SAP/WMS and Excel.

Responsibilities

• Act 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 topics.
• Provide expert consultancy to internal & external customers on service, delivery, and operational improvements.
• Lead regular customer reviews and performance discussions with clear actions and progress.
• Own service level reporting and communicate insights to stakeholders and customers.

Skills

Customer facing

FMCG knowledge

Data analysis

Stakeholder management

Communication

Autonomy

Tools

SAP/WMS

Excel

Job description

A little bit about Lindt We 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 Lead Internal Level: 2.1 / £50,000 - £62,000 Must have Right To Work in UK without sponsorship.

Main Purpose of Job

The 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 Engagement

• Act 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 topics.
• Provide expert consultancy to both internal & external customers on service, delivery, and operational improvements.
• Lead regular customer reviews and performance discussions ensuring clear communication of insights, actions and progress.
• Conduct customer visits with Sales & Supply Chain team to strengthen the Lindt/customer relationship.
• Owning Service Level reporting and associated comms, managing internal stakeholders to update relevant information and proactively communicating with customers and stakeholders about supply issues.

Performance Management

• Own and communicate Customer Service performance metrics, including OTIF (On Time In Full).
• Deliver regular performance reporting and generate actionable insights to customers and internal stakeholders.
• Analyse service performance trends, identify root causes and lead improvement actions.
• Ensure transparency, consistency and strategic alignment in all customer communications.

Supply Chain Communication

• Lead customer communication on supply chain matters, including shortages, constraints, transport efficiencies, and service disruptions.
• Ensure timely, clear, and proactive communication to maintain customer confidence.
• Lead cross-functionally to ensure aligned, accurate messaging and robust recovery plans.

Customer Feedback

• Lead customer feedback processes, including surveys and performance reviews.
• Translate feedback into strategic improvement initiatives and partner with internal teams to deliver measurable progress.
• Track, report, and communicate progress on customer‑driven actions.

Sustainability

• Communicate sustainability/Transport initiatives and progress to customers, including decarbonisation progress.
• Support alignment between customer sustainability expectations and operational capabilities.
• Collaborate with internal teams to integrate sustainability into customer solutions.

Qualifications, Knowledge and Experience Required

• Experience in a customer-facing supply chain or operations role.
• FMCG experience with strong understanding of customer expectations and operational dynamics.
• Demonstrated ability to translate data and customer feedback into strategic recommendations.
• Strong knowledge of end‑to‑end supply chain processes (order management, picking, loading, delivery, PODs) within SAP.
• Excellent attention to detail and strong PC skills, including SAP/WMS and Excel.
• Analytical mindset with experience in performance reporting and insight generation.
• Strong stakeholder management, influencing, and relationship‑building skills.
• Excellent communication, facilitation, and presentation capabilities.
• Proactive, resilient, and able to operate with high levels of autonomy.
• Strong leadership and team‑building skills, with the ability to engage and influence at all levels.
• High drive, tenacity, and a results‑focused mindset.

Looking to grow your career in a dynamic, international setting? Join the Lindt & Sprüngli Group! Together, we thrive to achieve our bold ambitions, powered by our purpose and unique culture of community and mutual support – rooted in a proud tradition, yet always evolving to stay ahead and set new standards. Across our diverse local teams, we think globally and act locally – empowering people to grow, take ownership and shape a sustainable future together. We are a responsible “employer of choice” who provides an inspiring people experience. Together, we build trust, drive innovation, and grow – as individuals and as a business.

Lindt & Sprüngli has been enchanting the world with chocolate for over 180 years. The long‑established Swiss company with its roots in Zurich is a global leader in the premium chocolate category. Lindt & Sprüngli produces quality chocolates today at its 12 factories in Europe and the USA. Its products are sold by 41 subsidiaries and branch offices in around 620 of its own stores as well as via a network of around 100 distributors around the globe. With around 15,500 employees, the Lindt & Sprüngli Group reported sales of CHF 5.92 billion in 2025. Our commitment to contributing to a sustainable tomorrow is a key element driving the company’s actions and ambitions. Since 2008, the Lindt & Sprüngli Farming Program has been our Responsible Sourcing Standard for cocoa.