Sr. Manager Customer Experience, China Taste Opera

Head of Customer Experience, Taste, China

Minhang, Shanghai

Hybrid

The Head of Customer Experience (Supply Chain) – Taste China will ensure that all business goals and objectives are in line with Supply Chain strategies and capabilities.  They will be accountable for the decision-making processes required to manage the Supply Chain (SC) operations and align with global strategies.  This will depend on the evolution of the business model and the relevant complexities that follow.  The role requires strong people management skills in order to lead through constant feedback, fostering collaboration, ability to motivate, trust, great communication and problem-solving skills as well as accountability.  Develops strategy, business process and all the associated infrastructure requirements, Sales and Operations Planning (S&OP), long-term demand planning, forecast data alignment, inventory planning, on-time-delivery, transportation & distribution, import & export and customer experience (customer care/ service).  They need to ensure operational excellence and sustainability including on-time-delivery, inventory and service levels.  Strong collaboration and influence in production and capacity planning, factory balancing and on new product introduction.
 

At dsm-firmenich, being a force for good is not optional. Diversity, Equity & Inclusion is a shared responsibility woven into our daily work, benefiting to our People, Customers & Communities and driving business value. Equal access to opportunities is a given, belonging is a shared feeling, authenticity is celebrated.

At dsm-firmenich people are at the heart of the company. We are committed to equal employment opportunities and value diversity in the workplace.

Your key responsibilities:

•    Own and execute inventory control programs on a Country/regional basis.
•    Lead cross-functional teams to ensure adequate capacity; build plan execution and OTD metrics.
•    Analyze constraints and take required actions to alleviate problems related to demand volatility.
•    Manage transportation & distribution, import & export and warehousing activities 
•    Lead customer experience and act as Supply Chain ambassador with the business leaders 
•    Ensure tie-off with production heads; partner with factory site leaders across the company.
•    Participate in executive peer groups to lead improvement activities through the Country/regional supply-chain including factories, suppliers and planning.
•    Develop and implement Country/regional strategy; drive systems and process implementation across China.
•    Input for the S&OP process.
•    Manage the forecast collection process for all sales inputs at an end item level.
•    Manage the generation of a rough-cut financial outlook to align with Finance and the Inventory Forecast and Process.
•    Develop and deploy strategy for distribution network configuration and manage inventory and asset utilization.
•    Lead group of associates through mentoring and coaching.
 

We bring:

• A rich history and a promising future of bold scientific innovation and passionate creation with our customers; 
• A space to grow by encouraging and supporting curiosity and an open mindset;
• A culture that prioritizes safety and well-being, both physically and mentally; • The opportunity to work for a company where sustainability is much more than a claim and is core to our strategy and purpose;
• A flexible work environment that empowers people to take accountability for their work and own the outcome;
• Barrier-free communities within our organization where every employee is equally valued and respected – regardless of their background, beliefs, or identity;
• A firm belief that working together with our customers is the key to achieving great things;
• An eagerness to be one team and learn from each other to bring progress to life and create a better future;    

You bring:

Education and Experience (in years): 
•   12+ years of supply chain experience with deep knowledge in all aspects of Customer Experience and  10+ years managing people
•   Bachelor’s degree in supply chain or business administration
•   International experience, mainly in China.  English mandatory 

Knowledge and skills: 
•    Ability to lead in an environment with a medium to high level of ambiguity in process and systems.
•    Demonstrated experience in inventory management, complex forecasting, and service planning environments. Manufacturing planning experience is a plus.
•    Cross functional leadership – influence and communication to C-suite is a critical skill required
•    High-level analytical and modeling skills and ability to teach others / team
•    Ability to lead the deployment of systematic improvements and organizational capabilities
•    Organize executive presentations
•    Excellent collaboration skills and executive presence
•    Knowledge of end-item customization / end-to-end supply-chain
•    Knowledge of operation in a regulated industry
•    Ability to negotiate with senior leaders across the business and influence the opinions of others within the business unit and in external organizations; exercises sensitivity to the audience
•    Ability to direct the resolution of highly complex or unusual business problems applying advanced critical thinking

Physical requirements/abilities: 
•    Travel up to 10-20% to international locations