Customer Intelligence Lead
 

POSITION SNAPSHOT

Location: Jordan
Company: Nestlé

POSITION SUMMARY 

To lead, guide and coach the Customer Solution team towards delivering CSC operations to provide superior customer experiences across the value chain resulting in competitive advantage for the company. Overall, the role is responsible to improve focus on Customer across the entire organization. This is a Leadership Role that enables the Business to focus "outside -in". Meaning the role effectively translates the Voice of the Customer into Nestlé actions for operational excellence through efficient Order and AR management. The role is responsible to execute Market Service Strategy in collaboration with Sales or Commercial. The role demands high leadership skills. Specifically, in: Energize and Engage / Enable results through others / Coach and Develop.

A DAY IN THE LIFE …

Towards the organization

• Shifting paradigms from an internal efficiency focus to an “outside-in” customer experience.
• Reorienting culture of customer solutions and Internal Business Services (IBS) for customer centricity.
• Integrate channels to coordinate communications and react to customer actions proactively.
• Facilitate cross-functional collaboration on customer data with Sales, Finance and Supply chain.
• Creating high engagement from cross functional leaders and frontline team members alike.
• Building visibility into the end-to-end customer journey to manage the customer relationship.
• Aligning targets and ambitions of key measure(s) to improve the Customer Centricity.
• Achieving customer adoption of digital customer journeys to improve customer experience.
• Creating a centralized data platform to addressable customer identity and used across channels.
• Achieve and improve market cost commitments based on O2C E2E transformation charter.

Fresh Products Availability

• Consistently meeting service fulfillment measures as seen by customers' lens.
• Offering self-service tools for visibility and flexibility.
• Ensuring right first time, on time, every time for all orders based on priorities set by customer strategy.
• Ensure cross functional teams have visibility to data analytics to anticipate issues, agree on mitigation actions, minimize waste and drive continuous improvements to reduce availability failures.

Nestlé as a Partner of Choice

• Ensure placing orders with Nestle is effortless for availability, allocation, new products and promotions.
• Ensure on-time invoicing with order status management services.
• Ensure self-service applications that provide “push” or “pull” flexibility.
• Ensure real-time re-planning service for key customers is segmented.
• Ensure Lead-time of processing claims & deductions with “pro-active” credits within tolerances.
• Ensure no negative cash flow implications for the customer.
• Ensure blocked orders issues are resolved in timely manner with voice of customer considerations.
• Enabling services of predictive and proactive credit and collections.
• Providing automated deduction resolution for trade with an untouched payment application.

What will make you successful…

• University Degree in Supply Chain or Industrial Engineering.
• 3 to 4 years’ experience.
• Strong service orientation.
• Good leadership skills.
• Good communication and interpersonal skills.
• Ability to manage priorities.