Director, Customer Facing Demand Planning

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The Director, Customer Facing Demand Planning sits within the demand planning organization, part of the Supply Chain Inventory Planning team and serves as the primary owner of customer– level demand execution for a n assigned segment. This role leads a team of ~10 FTE and reports to the Sr. Director of Customer Facing Demand Planning. They execute the customer-specific demand remit for the assigned segment, managing inventory position ing, and service levels at the account level, while capturing and qualifying inbound demand signals including new product launches, and translating that customer intelligence back into the consensus planning process.

• Manage the day-to-day customer-facing demand function for the assigned segment, ensuring the team executes against established standards a as a high-responsiveness partner to customers and cross-functional stakeholders.
• Maintain the sequestration and strategic customer program model for the assigned segment, ensuring inventory is accurately bucketed, program commitments are honored, and customers have reliable access to the inventory they are entitled to; oversee customer portfolio management including formulary changes, product switches, and customer-specific inventory positions.
• Direct the customer onboarding function for new accounts, ensuring inventory builds, allocation planning, and system setup are executed in a coordinated, go-live ready manner.
• Manage escalations and serve as the primary point of escalation for customer facing communication within the assigned segment, resolving service level inquiries, and ensuring contractual requirements are tracked and met, escalating to the Sr. Director when required.
• Ensure customer-specific award switch execution is completed accurately and on time for the assigned accounts.

• Execute the demand signal intake process for the assigned segment, ensuring the team captures, validates, and enriches customer intelligence against established quality standards before passing inputs to the consensus demand planning team.
• Monitor and manage upstream demand inputs for the assigned segment, including program changes, new launch items, promotional activity, and customer specific shifts ensuring they are ca captured proactively and reflected in the plan before they create a supply risk.
• Maintain an active working relationship with the consensus demand planning team, ensuring demand signal inputs are understood,accepted,and incorporated into the consensus forecast without delays or misalignment.

• Manage service level performance for assigned segment, e ensuring the team produces accurate, timely service level reports and national tracking metrics that enable proactive management of service risk.
• Conduct and direct root cause analysis on service level escalations and omits for assigned accounts, holding the team accountable to identifying precipitating events and driving remediation.
• Maintain and improve analytical capability within the team, including dashboards, data queries, and reporting…