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Snr Specialist, Scm Customer Management

1 month ago

Pretoria, South Africa Exxaro Recruitment Full time

**Job Advert Summary**:
**PURPOSE**:

- To oversee strategic initiatives and lead the end-to-end customer experience within the Supply Chain Management (SCM) domain, to enhance the SCM end-user customer experience.
- To develop, implement and manage Service Level Agreements (SLAs) within the procurement function, with a focus on customer-centric metrics and industry best practices.
- To establish robust demand management solutions in SCM; this involves overseeing and optimizing the processes related to understanding, influencing, and meeting customer demand effectively.
- To oversee the performance evaluation process and to identify and implement continuous improvement initiatives within the SCM domain and processes, based on customer feedback and performance evaluations.
- To ensure that individual performance contracts of SCM functionaries align with customer satisfaction and organizational goals.
- To establish effective communication channels for reporting on customer satisfaction metrics and SCM performance.
- To collaborate with communication and reporting teams to ensure transparency and regular reporting to stakeholders.
- To design, implement and continuously analyse customer surveys to gather feedback on the SCM end-user experience.
- To continuously incorporate survey results into improvement initiatives to address identified areas for enhancement.
- To play a crucial role in ensuring that the supply chain is aligned with customer expectations and market demand.

**MAJOR CHALLENGES**:

- Balancing the needs and expectations of diverse stakeholders, including internal teams, and end-users, can be challenging.
- Sustaining a culture of continuous improvement.
- Balancing customer expectations with practical operational constraints.
- Integrating and managing various technology platforms, such as CRM systems, survey tools, and performance management systems.
- Aligning long-term strategic objectives with day-to-day operational realities can be challenging, requiring a balance between visionary leadership and practical execution.
- Measuring and improving intangible metrics such as customer satisfaction and the overall customer experience can be challenging.
- Ensure clear and effective communication across the SCM team and with stakeholders.

**Minimum Requirements**:
**QUALIFICATIONS**:

- BCom (Hons) (Relevant) (Essential/Minimum)
- Management Development Programme (Recommended/Desirable)

**EXPERIENCE**:
6-8 years Extensive experience in supply chain management with a focus on customer management and continuous improvement initiatives. Proven track record of implementing successful process improvements and achieving measurable results. Strong leadership and interpersonal skills, with the ability to inspire and motivate cross-functional teams. Proficient in using supply chain management software and analytical tools. (Essential/Minimum) Management

**REQUIREMENTS**:

- Psychometric Assessment (Essential/Minimum)
- Certificate of Fitness (Essential/Minimum)

**Duties & Responsibilities**:
**Best Practice and Knowledge Management**
- Drive the development and implementation of SLAs within the procurement function, focusing on industry best practices and customer-centric metrics.
- Incorporate best practices in service delivery and performance measurement.
- Lead continuous improvement initiatives within the SCM domain, leveraging industry best practices to enhance the customer experience.
- Identify, document, and disseminate best practices across the SCM team.
- Support the training and development function in identifying skill gaps within the SCM team.
- Facilitate training programs to enhance customer-centric capabilities and knowledge within the SCM team.
- Benchmark against industry standards for demand forecasting accuracy.
- Compare forecasted demand with actual demand to identify opportunities for improvement.

**Compliance, Governance and Assurance**
- Ensure that SCM customer management initiatives align with broader organizational goals and objectives.
- Collaborate with executive leadership to integrate customer-centric strategies into the overall organizational strategy.
- Work closely with Human Resources and individual managers to ensure that performance contracts align with customer-focused SLAs.
- Facilitate the integration of individual performance metrics with overarching customer satisfaction and performance goals.
- Collaborate with legal and compliance teams to integrate risk management measures into customer-centric initiatives.
- Ensure that SCM activities comply with relevant laws and regulations impacting customer satisfaction.

**Customer Management**
- Lead the development and implementation of strategies to enhance the SCM end-user customer experience.
- Collaborate with cross-functional teams to understand customer needs and expectations.
- Establish and implement metrics to measure and improve customer satisfaction within the SCM domain.
- Conduct regular assessments a