Customer Collaboration Director - Hackettstown, NJ

The Customer Collaboration Director is responsible for building strategic customer relationships, implementing the company’s customer service strategy, and coordinating with internal business partners to improve customer service, all while optimizing the balance across service, costs and cash. This role oversees the management of the daily activities of the customer collaboration team. The Customer Collaboration Director helps drive customer loyalty and achievement of the company’s sales and revenue objectives by delivering exceptional customer service. This position reports to the Sr Director of Customer Supply and Logistics. The Sr. Director of customer Supply and Logistics reports into the head of total supply in North America. This position will have 3-5 reports and cover 50% of our North American Strategic customers. The Customer Supply Team connects customers to Mars Wrigley Supply Chain and frequently collaborates with Sales, Customer marketing, Planning and Physical Logistic departments to offer the best possible service for cost to our customers!

What will be your key responsibilities?

• Manage a team of Customer Collaboration Team Leaders to drive delivery of exceptional customer service
• Develop strong personal relationships with key customer contacts, especially the supply chain, at all management levels
• Coach and motivate Customer Collaboration Team Leaders and their staff to meet KPI targets
• Ensure that sales and supply chain strategies are aligned for the customer
• Understand customer requirements and know how the customer measures success
• Identify and implement ways to increase overall team performance and efficiency
• Administer annual reviews and performance improvement plans.
• Help formulate and implement policies and procedures to drive service-level improvements
• Assist in establishing performance standards that align with customer expectations

What are we looking for?

• Bachelor’s degree in Supply Chain Management, Logistics, Business Administration, Engineering or a related field
• 5-7 years’ experience in Customer Service/Vendor Management and/or order management and 5 or more years prior supervisory/managerial experience
• Proficiency in relevant software, such as Microsoft Office, SAP, BI and other systems
• Proficiency in Lean, Six Sigma or continuous improvement methodologies
• Understanding of financial and business planning
• Understanding of supply chain planning and order management processes
• Project management skills, including the ability to prioritize work
• Conflict management skills
• Ability to coach and advise team members

What can you expect from Mars?

• Work with over 130,000 diverse and talented Associates, all guided by the Five Principles.
• Join a purpose driven company, where we’re striving to build the world we want tomorrow, today.
• Best-in-class learning and development support from day one, including access to our in-house Mars University.
• An industry competitive salary and benefits package, including company bonus.

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Mars is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. The company is pleased to provide such assistance, and no applicant will be penalized as a result of such a request.