Head of Customer Experience

The Role

The Head of Customer Experience leads and develops the Customer Experience function via ensuring an effective and efficient distribution of all products, from Leaf & Materials to Finished Goods, to and in the whole Imperial networks and to all Imperial’s customers. Build, drive and strengthen partnerships to our customers and Cluster Sales organization, drive cross-functional alignment via Global S&OP process and be accountable for demand forecasts and drive the forecast accuracy improvement agenda. Enables Management to make informed, data-based decisions by providing business analyses and analytical support particularly in areas where data is difficult to access / unreliable.

Principle Accountabilities & Responsibilities

• Ensure all customers are provided with the right product at the right time at the best cost
• Assume responsibility and manage the operational business of all Goods distribution globally
• Lead the transformation to increase effectiveness and agility in order to maximize on shelf product availability, in close collaboration with Sales
• Provide focus and drive & optimize performance of processes and team
• Design and Operate Customer Service Teams
• Create a data-driven monthly demand forecast with weekly phasing, warehouse level granularity
• Work with Markets to identify gaps in forecast vs budget/commercial plans and incorporate activities to close gaps and then agree and get Market sign off on the Demand Plan

Skills and Experience Required

Essential:

• End To End Supply chain expertise
• Inventory Management
• Order/B2C Order Management
• Customer Relationship Management
• Complaints Management
• Risk Management
• Lean Supply
• Systems savvy
• Excellent strategic & negotiation/ influencing skills
• Excellent communication skills
• Able to adapt to different cultures, intercultural sensitivity
• Senior roles in Supply Management and Customer Service

Desirable:

• Effective problem and conflict resolution skills
• End To End Logistic Network Design

What We Offer

In return for playing your part in building our future, you will receive a comprehensive compensation package with salary, bonus scheme and further benefits as well inspiring places to work and collaborate with purpose. Here at Imperial we will give you the opportunity to grow and learn, innovate at pace and be a part of our purpose to forge a path to a healthier future for moments of relaxation and pleasure for our consumers.

Everyone Belongs

Everyone belongs in Imperial. We are proud of being a truly inclusive organisation. We encourage and welcome applications from people of all ages, genders, ethnicities, nationalities, disabilities, sexual orientation, religions or beliefs and of neuro divergence. We give fair and equal consideration to all our applicants. Please contact us at recruitment@impbrands.com to let us know if we can provide support in helping you complete an application and/or attend an interview.

About Us

We're a truly international company, fourth largest in our industry and operating across 120 markets. An inclusive, innovative global FMCG business supported by 25,000 employees. As we embrace a new era of growth, we are transforming. Our ways of working and culture are driven by a challenger mindset, constantly questioning the status quo where people can bring their best selves to work. Our agility and collaboration are driving our ambitions, innovation and success all supported by our award-winning development programmes that creates exciting and rewarding career opportunities for all.  Encouraging inclusion at local levels and supporting a developing and robust diversity agenda globally, we’re fully committed to creating and maintaining an environment that celebrates and respects difference.

As a matter of policy, Imperial Tobacco or its subsidiaries never requests or requires payment as part of any recruitment process.