Customer Collaboration Manager

Welcome to Haleon. We’re a purpose-driven, world-class consumer company putting everyday health in the hands of millions. In just three years since our launch, we’ve grown, evolved and are now entering an exciting new chapter – one filled with bold ambitions and enormous opportunity. Our trusted portfolio of brands – including Sensodyne®, Panadol®, Advil®, Voltaren®, Theraflu®, Otrivin®, and Centrum® – lead in resilient and growing categories.

What sets us apart is our unique blend of deep human understanding and trusted science. Now it’s time to fully realise the full potential of our business and our people. We do this through our Win as One strategy. It puts our purpose – to deliver better everyday health with humanity – at the heart of everything we do. It unites us, inspires us, and challenges us to be better every day, driven by our agile, performance-focused culture.

To deliver HALEON growth objectives in a highly competitive environment, HALEON team must have the capability to build strong, open and constructive relationships with our customers. The Customer Service team is in a unique position to develop a deep understanding of customer needs and ensure our supply chain is aligned to meet them. Further, the Customer Service team plays a key role as an extension of the sales and supply chain functions within HALEON, working in tandem with colleagues across the organisation to enhance the customer’s experience and drive growth.

Customer Service is no longer limited to processing orders and delivering product. It is now a source of competitive advantage, as we seek to become the world’s first and best FMCH.

• Influence change across end-to-end Customer & HALEON supply chain
• Delivering HALEON joint commercial plan, through a joint supply plan
• Define customer specific collaboration roadmap and strategy to optimize our performance – impacting service and costs

• Lead communication with Customer on supply issues, agreeing to switch off products
• Provide input to account team for forecasting process & meetings (SIT, Customer feedback, Collaborative forecast)
• Own customer’s stock in trade input into the market’s CRM to inform of risks and opportunities
• Minimise customer chargebacks for non compliance

• Lead Day to Day Operational & Promotional Planning Processes Between HALEON & Customer
• Aligned base and promotional volume & phasing plans between Customer & HALEON
• Work with demand planning team / commercial team to accurately maintain forecast system to reflect forecast expectations
• Deliver HALEON & Customers Key Operational Performance Metrics
• Achieve service performance targets
• Achieve Customer in store on shelf availability target
• Achieve HALEON Working Capital Targets Delivery of overall customer collaboration targets

• Range Reviews - smooth range change with zero impact on service
• Achieve NPD Launches –100% on time & in full

• Working as part of a cross functional account team, being the primary representative of the HALEON Supply Chain for your key accounts.
• Develop an in-depth knowledge of your account’s supply chain processes and systems.
• Key focus on ordering and forecasting.
• Utilise knowledge E2E, work in collaboration with customer to deliver Joint Value Creation initiatives.
• Ensure orders are delivered in full and on time.
• Working together with Customer Service Representatives and Logistics to resolve any possible issues.
• Take overall accountability for your account’s OTIF.
• Daily communication to customer on service level.
• Where necessary, ensure the customer is aware of HALEON shortages and resupply dates or delivery delays.
• Agree actions with customers to manage potential supply issues, optimising available stock.
• Review in stock in trade levels and EPOS.
• Propose order adjustments to the customer based on the analysis to hit in store availability targets.
• Leverage field sales information and resource to deliver in store availability targets.
• Meet with customer to review service level, in store availability, orders vs forecast, stock holding and in…