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About the Role

Haleon is seeking a Customer Service professional to build strong relationships with customers, understand their needs, and ensure the supply chain aligns to meet them. This role is crucial for driving growth and enhancing the customer experience, moving beyond traditional order processing to become a source of competitive advantage.

Responsibilities

• Influence change across end-to-end Customer & HALEON supply chain
• Deliver HALEON joint commercial plan through a joint supply plan
• Define customer specific collaboration roadmap and strategy to optimize 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
• Own customer’s stock in trade input into the market’s CRM to inform of risks and opportunities
• Minimize customer chargebacks for non compliance
• Lead Day to Day Operational & Promotional Planning Processes Between HALEON & Customer
• Align base and promotional volume & phasing plans between Customer & HALEON
• Work with demand planning team / commercial team to accurately maintain forecast system
• 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
• Develop the Strategic Relationship between HALEON & Customer
• Develop / maintain working partnership with customer’s Supply Chain counterparts based on trust
• Build initiatives in collaboration with the customer to deliver Joint Value Creation
• Manage Key Events, NPD, Range Review Implementation, Forecasting & Supply Management
• Ensure smooth range change with zero impact on service
• Achieve NPD Launches – 100% on time & in full
• Act as the primary representative of the HALEON Supply Chain for key accounts within a cross-functional account team
• Develop an in-depth knowledge of account’s supply chain processes and systems, focusing on ordering and forecasting
• Utilize E2E knowledge and collaborate with customers to deliver Joint Value Creation initiatives
• Ensure orders are delivered in full and on time, collaborating with Customer Service Representatives and Logistics to resolve issues
• Take overall accountability for account’s OTIF (On Time In Full)
• Communicate daily to customer on service level, informing them of HALEON shortages, resupply dates, or delivery delays
• Agree actions with customers to manage potential supply issues, optimizing available stock
• Review in stock in trade levels and EPOS, proposing order adjustments to hit in store availability targets
• Leverage field sales information and resources 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
• Align HALEON and customer collaborative forecast
• Ensure successful implementation of NPD with products set up correctly by the customer, aligning on buy in volume and order dates
• Review seasonal lines with the customer to agree forecast (including buy-in phasing) and stock holding
• Align HALEON forecast to customer expectations
• Agree a Joint Supply Chain Plan as part of the Commercial JBP
• Form a collaborative SC team across HALEON and the customer to deliver the Supply Chain Plan, including service level targets, efficiencies, cost savings, forecast accuracy, and availability targets
• Strive to create best practice processes for the account that can be rolled out to other suppliers, positioning HALEON as a leading supplier
• Actively utilize AGS feedback (or similar) and build into an actionable plan

Requirements

• Ability to build strong, open and constructive relationships with customers
• Capability to develop a deep understanding of customer needs
• Ability to ensure supply chain is aligned to meet customer needs
• Experience working in tandem with colleagues across the organization
• Experience in influencing change across end-to-end Customer & HALEON supply chain
• Experience in delivering HALEON joint commercial plan through a joint supply plan
• Experience in defining customer specific collaboration roadmap and strategy
• Experience in leading communication with Customer on supply issues
• Experience in providing input to account team for forecasting process & meetings
• Experience in owning customer’s stock in trade input into the market’s CRM
• Experience in minimizing customer chargebacks
• Experience in leading Day to Day Operational & Promotional Planning Processes
• Experience in aligning base and promotional volume & phasing plans
• Experience in working with demand planning team / commercial team to accurately maintain forecast system
• Experience in delivering HALEON & Customers Key Operational Performance Metrics
• Experience in achieving service performance targets
• Experience in achieving Customer in store on shelf availability target
• Experience in achieving HALEON Working Capital Targets
• Experience in delivery of overall customer collaboration targets
• Experience in developing the Strategic Relationship between HALEON & Customer
• Experience in developing / maintaining working partnership with customer’s Supply Chain counterparts
• Experience in building initiatives in collaboration with the customer to deliver Joint Value Creation
• Experience in managing Key Events, NPD, Range Review Implementation, Forecasting & Supply Management
• Experience in ensuring smooth range change with zero impact on service
• Experience in achieving NPD Launches – 100% on time & in full
• Experience working as part of a cross functional account team
• Experience being the primary representative of the HALEON Supply Chain for key accounts
• Experience developing an in-depth knowledge of account’s supply chain processes and systems
• Experience ensuring orders are delivered in full and on time
• Experience collaborating with Customer Service Representatives and Logistics to resolve issues
• Experience taking overall accountability for account’s OTIF
• Experience communicating daily to customer on service level
• Experience ensuring customer is aware of HALEON shortages and resupply dates or delivery delays
• Experience agreeing actions with customers to manage potential supply issues
• Experience reviewing in stock in trade levels and EPOS
• Experience proposing order adjustments to the customer based on analysis
• Experience leveraging field sales information and resource
• Experience meeting with customer to review service level, in store availability, orders vs forecast, stock holding and in store stock levels
• Experience developing contact strategy with customer
• Experience agreeing promotional volumes, buy in phasing and order dates
• Experience aligning HALEON and customer collaborative forecast
• Experience ensuring successful implementation of NPD
• Experience reviewing seasonal lines with the customer to agree forecast
• Experience agreeing a Joint Supply Chain Plan
• Experience forming a collaborative SC team across HALEON and the customer
• Experience striving to create best practice processes
• Experience actively utilizing AGS feedback (or similar)

Skills

• Customer Relationship Management
• Supply Chain Management
• Forecasting
• Operational Planning
• Promotional Planning
• Performance Metrics Analysis
• Collaboration
• Negotiation
• Problem-Solving
• Communication
• Data Analysis
• Sales Support
• Inventory Management
• New Product Development (NPD) Implementation
• Range Review Management
• Strategic Planning

Location

• Remote

Work Type

• Full-time

Experience Level

• Mid-level

About the Company

• Haleon is a purpose-driven, world-class consumer company focused on everyday health.
• Our trusted brands include Sensodyne®, Panadol®, Advil®, Voltaren®, Theraflu®, Otrivin®, and Centrum®.
• We combine deep human understanding with trusted science.
• Our Win as One strategy places our purpose – to deliver better everyday health with humanity – at the core of our operations.
• We foster an agile, performance-focused culture.
• We aim to be the world’s first and best FMCH (Fast-Moving Consumer Health) company.

Equal Opportunity

• Haleon is committed to mobilizing its purpose in a way that represents the diverse consumers and communities who rely on its brands.
• We strive to create an inclusive culture where different backgrounds and views are valued and respected.
• We aim for Haleon to be a place where all employees feel they truly belong.
• Voluntary personal information may be collected during the application process for regulatory and reporting obligations and to support inclusion and belonging programs.
• Provided personal information will be kept confidential, used only for legitimate business purposes, and will never be used in making employment decisions.
• Reasonable adjustments or accommodations are available upon request to assist with the application process.
• All information provided for adjustments or accommodations will be treated in confidence.