Customer Supply Chain Lead

A little bit about Lindt

We are a premium chocolate manufacturer established in 1845 operating in over 86 countries around the World. Guided by our Global purpose to Enchant the World with Chocolate and UK vision of Creating Moments to Make Everyone Feel Special, we have around 700 team members in the UK across our Head Office, Retail, and Field Sales divisions. We are a Top 20 Great Place to Work and are proud of our incredible people, our unique values-led culture and our iconic market leading brands such as LINDOR & GOLD BUNNY.

We’re also proud of being one of the few bean-to-bar chocolate makers in the world, where we control every step of our chocolate production.

Customer Supply Chain Lead

Internal Level: 2.1 / £50,000 - £62,000

Must have Right To Work in UK without sponsorship.

Main Purpose of Job

The Customer Supply Chain Lead is a strategic, customer-facing role accountable for shaping and leading key customer relationships from a supply chain perspective. Acting as the voice of the customer internally, this role ensures alignment between customer expectations and operational delivery.

The role leads and drives collaboration across Customers, Sales, Demand Planning, and Supply Chain, providing consultancy and insight to optimise service levels, improve performance, and enhance customer satisfaction. Accountable for communicating performance metrics (including OTIF), managing customer feedback, and leading proactive engagement on service, transport, and sustainability initiatives.

Key Responsibilities

 Customer Engagement

• Act as the primary supply chain point of contact for key customers (IE/UK)

• Build strong, collaborative relationships, acting as a trusted advisor on supply chain topics

• Provide expert consultancy to both internal & external customers on service, delivery, and operational improvements

• Lead regular customer reviews and performance discussions ensuring clear communication of insights, actions and progress

• Conduct customer visits with Sales & Supply Chain team to strengthen the Lindt/customer relationship

• Owning Service Level reporting and associated comms, managing internal stakeholders to update relevant information and proactively communicating with customers and stakeholders about supply issues

Performance Management

• Own and communicate Customer Service performance metrics, including OTIF (On Time In Full)

• Deliver regular performance reporting and generate actionable insights to customers and internal stakeholders

• Analyse service performance trends, identify root causes and lead improvement actions

• Ensure transparency, consistency and strategic alignment in all customer communications

Supply Chain Communication

• Lead customer communication on supply chain matters, including shortages, constraints, transport efficiencies, and service disruptions

• Ensure timely, clear, and proactive communication to maintain customer confidence

• Lead cross-functionally to ensure aligned, accurate messaging and robust recovery plans

Customer Feedback

• Lead customer feedback processes, including surveys and performance reviews

•  Translate feedback into strategic improvement initiatives and partner with internal teams to deliver measurable progress

• Track, report, and communicate progress on customer‑driven actions

Sustainability

• Communicate sustainability/Transport initiatives and progress to customers, including decarbonisation progress

• Support alignment between customer sustainability expectations and operational capabilities

• Collaborate with internal teams to integrate sustainability into customer solutions

Qualifications, Knowledge and Experience Required

• Experience in a customer-facing supply chain or operations role

• FMCG experience with strong understanding of customer expectations and operational dynamics

• Demonstrated ability to translate data and customer feedback into strategic recommendations

• Strong knowledge of end‑to‑end supply chain processes (order management, picking, loading, delivery, PODs) within SAP

• Excellent attention to detail and strong PC skills, including SAP/WMS and Excel

• Analytical mindset with experience in performance reporting and insight generation

• Strong stakeholder management, influencing, and relationship‑building skills

• Excellent communication, facilitation, and presentation capabilities

• Proactive, resilient, and able to operate with high levels of autonomy

• Strong leadership and team‑building skills, with the ability to engage and influence at all levels

• High drive, tenacity, and a results‑focused mindset