Customer Collaboration Manager

Welcome to Haleon. Were a purpose-driven world-class consumer company putting everyday health in the hands of just three years since our launch weve 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 its 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 customers 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 worlds first and best FMCH.

Strategic Leadership
:

• Influence change across end-to-end Customer & HALEON supply chain

• Delivering HALEON joint commercial plan through a joint supply plan

• Definecustomer specificcollaboration roadmap and strategy to optimize our performance impacting service and costs

Organisational Leadership:

• 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)

• Owncustomers stock in tradeinput into the markets CRM toinformof risks and opportunities

• Minimisecustomerchargebacks fornon compliance

Operational Performance:

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

Be a valued partner in the Commercial Business Unit

• Delivering HALEON joint commercial plan through a joint supply plan

Develop the Strategic Relationship between HALEON & Customer

• Develop / maintain working partnership with customers Supply Chain counterparts based on trust.

• Build initiatives in collaboration with the customer to deliver Joint Value Creation.

Key Events NPD Range Review Implementation Forecasting & Supply Management

• Range Reviews
  -smooth range change with zero impact on service

• Achieve NPD Launches 100% on time & in full

Key Responsibilities:

• Workingas part ofa cross functional account team beingthe primary representative of theHALEONSupply Chain for your key accounts.

• Develop an in-depth knowledge of your accounts 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 accounts OTIF.

• Daily communication to customer on service level. Where necessary ensure the customer is aware ofHALEONshortages and resupply dates or delivery delays. Agree actions with customers to manage potential supply issues optimising available stock.

• Review in stock in tradelevels 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 store stock levels.
  
  Develop contact strategy with customer ranging from regular KPI reviews to Quarterly/Yearly strategic planning & reviews

• Agree promotional volumes buy in phasing and order dates. Responsible for aligningHALEONand customercollaborativeforecast.

• Ensure successful implementation of NPDwithproducts are set up correctly by the customer align on buy in volume and order dates.

• Review seasonal lines with the customer to agree forecast(including buy-in phasing) and stock holding. EnsureHALEONforecast is aligned to customer expectations.

• Agree a Joint…