Customer Care Manager

Givaudan; Singapore; On-site; SGD 90,000 - 120,000; Full time

Job summary

A multinational consumer goods company in Singapore is seeking a Customer Care Front Office Manager. This role involves leading the Customer Care and Demand Planning team, focusing on customer satisfaction and operational excellence across Southeast Asia and Oceania. The ideal candidate will have over 10 years of experience in supply chain management, including a minimum of 5 years in a management position, with proficiency in systems like SAP ERP and IBP. This position requires strong leadership and negotiation skills to foster collaboration within the company.

Qualifications

• Minimum 10 years of working experience, including at least 5 years in a team management role.
• Experience in large international, matrix, or cross-functional organizations.
• Proficiency in English; additional languages are a plus.

Responsibilities

• Lead the Singapore Customer Care and Demand Planning team.
• Drive customer satisfaction, operational excellence, and continuous improvement.
• Ensure implementation of global standards and manage escalations.

Skills

Leadership

Cross-functional collaboration

Stakeholder management

Coaching and development

Negotiation

Education

University Degree in Supply Chain, Business, Sales or related field

Tools

SAP ERP

IBP

Job description

Overview

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Join us and celebrate the beauty of human experience. Create for happier, healthier lives, with love for nature. Together, with our customers, we deliver food innovations, craft inspired fragrances and develop beauty and wellbeing solutions. There’s much to learn and many to learn from, with more than 16,000 employees around the world to explore ideas and ambitions with. In Singapore, you’ll be at the centre of every innovation, creation and solution available to the entire Asia-pacific region. Working with our research, creation and production units, as well as our renowned perfumery school, you’ll make us a greater force for good. Every day, your passion, your creativity, and your expertise will shape our future, making a positive difference on billions of people. Every essence of you enriches our world. We are Givaudan. Human by nature.

Customer Care Front Office Manager - Your future position

Position

As the Customer Care Front Office Manager in Givaudan Singapore office, you will lead the Singapore Customer Care and Demand Planning team and manage all related operational processes for the Southeast Asia and Oceania market. You are responsible for driving customer satisfaction, operational excellence, and continuous improvement. This role requires strong leadership, cross-functional collaboration, stakeholder management, and the ability to coach and develop a high-performing team. You will ensure the consistent application of global standards, resolve escalations, deliver efficiency improvements, and support business growth.

Responsibilities

• Strategy Execution and continuous improvement: Contribute to and implement Customer Care and Demand Planning strategies aligned with the Operations Roadmap.
• Strategy Execution and continuous improvement: Own and manage Visual Performance Management (VPM) including metrics dashboards, root-cause analysis, and follow-up actions. Propose and implement process optimization and automation to drive efficiency, reduce cost, and improve customer experience.
• Strategy Execution and continuous improvement: Participate in or lead relevant projects and allocate resources when required.
• Operational Excellence and Subject Matter Expertise: Lead the full order-to-cash process, ensuring accuracy, speed, and flawless execution to support sales and financial targets.
• Operational Excellence and Subject Matter Expertise: Ensure operational excellence by implementing global standards for order management, pricing, and compliance.
• Operational Excellence and Subject Matter Expertise: Own customer escalations, driving rapid issue resolution and strengthened customer experience.
• Operational Excellence and Subject Matter Expertise: Elevate service performance by partnering closely with commercial, logistics, planning, and production teams to remove bottlenecks and enhance responsiveness.
• Operational Excellence and Subject Matter Expertise: Manage market-driven demand planning and drive strong cross-functional alignment and consensus in the monthly IBP demand cycle.
• Operational Excellence and Subject Matter Expertise: Own the validation and execution of customer agreements such as consignment, inventory programs, VMI, and Free Trade Agreements, ensuring full compliance and operational readiness.
• Operational Excellence and Subject Matter Expertise: Own Customer Care KPI performance at both team and individual levels, driving continuous improvement and service excellence.
• Operational Excellence and Subject Matter Expertise: Develop and manage the annual budget where required.
• People Management: Lead, manage, and develop the site Customer Care and Demand Planning team.
• People Management: Monitor performance, workload, and resource allocation to maintain operational balance and efficiency.
• People Management: Identify and develop high-potential talent within the Customer Care organization.
• People Management: Foster a customer-centric culture focused on engagement, collaboration, ownership, and continuous improvement.
• People Management: Develop a strong team environment with clear objectives, accountability, and growth opportunities.

Your profile

You?

Are you someone who wants to grow and shape your own world? Who thrives being in a culture where you can express yourself in a creative team environment? Who wants to collaborate and learn together with teams who are as passionate as you are? Then come join us - and impact your world.

Your professional profile includes:

• University Degree required, preferably in Supply Chain, Business, Sales, or a related field.
• Minimum 10 years of working experience, including at least 5 years in a team management role within customer-facing, supply chain, or operations functions.
• Experience working in large international, matrix, or cross-functional organizations.
• Proficiency in English; additional languages would be a plus.

Required Skills and Technical Expertise:

• Thorough understanding and hands-on experience with SAP ERP and IBP, or equivalent ERP and supply chain planning systems.
• Experience working in complex Customer Relationship Management environments.
• Deep understanding of supply chain processes including order-to-cash, inventory management, planning, and outbound logistics
• Demonstrated people management and coaching capabilities.
• Expert in negotiation and stakeholder management skills.
• Six Sigma / Lean Green Belt certification is a plus.
• APICS CSCP certification preferred.

Best regards,

Givaudan