Customer Experience Lead

Job Title: Customer Experience Lead
Location: Cairo
Job Type: Full Time
Reports To: Head of SC Non-make

About the Role:

Customer-facing supply chain role focused on managing key customer relationships, optimizing service and inventory, resolving supply chain issues, and driving continuous improvement through cross-functional collaboration and data-driven insights.

Key Responsibilities:

• Act as a key point of contact and proactively manage and maintain customer relationships.
• Drive continuous improvement projects with customers to improve customer experience and reduce costs to serve.
• Service optimization through working with customers to maximize stock on orders and minimize obsoletes.
• Manage key supply chain issues between customers and Lipton.
• Manage and plan customers’ orders with Customer Development and Order-To-Cash teams.
• Manage claim cycle end-to-end, including following up overdue responses and root cause analysis.
• Provide planning and sales team with insight from detailed understanding of customer systems and processes.
• Communicate information to the customer about relevant upcoming Lipton activities.
• Project activities with the customer to improve Lipton’s service or delivery efficiency.
• Report, analyze and deliver on KPIs by implementing continuous improvement activities related to availability, inventory, forecasting, execution of events and value creation.
• Maintain customer satisfaction levels.
• Collaborate with cross-functional stakeholders to ensure business and customer needs are being met.
• Alert planning team to critical SKUs that sell very differently to plan and support resolution of disconnect between supply and demand.
• Handle major variances to customer ordering pattern, such as depot or store openings and network changes.
• Support total customer service team and maintain operational cover in times of absence or other priorities

Qualifications:

• Bachelor’s degree in sciences or business (preferably Supply Chain and/or Logistics)
• At least 3 years’ business experience preferably in Customer Service process
• Familiar with SAP functionalities (with preference for SAP S/4HANA)
• High analytical skills
• Proven track record on improvement performance
• Service oriented attitude
• Able to adapt to changes quickly