Director, Customer Facing Demand Planning

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Summary    The Director, Customer Facing Demand   Planning   sits within the demand planning organization, part of the Supply Chain Inventory Planning team and serves as the primary owner of   customer– level demand execution   for a n assigned segment .     This role   leads a team of ~10 FTE and   reports to the   Sr. Director   of   Customer Facing   Demand Planning .    They   execute the customer-specific demand remit for the assigned segment, managing inventory position ing, and service levels at the account level, while capturing and qualifying inbound demand signals including new product launches, and translating that customer intelligence back into the   consensus   planning process .

Customer Demand Execution    Manage   the   day-to-day   customer-facing demand function   for   the assigned segment ,   ensuring the team executes against established standards   a s a   high-responsiveness partner to customers and cross-functional stakeholders.   Maintain   the sequestration and strategic customer program model   for   the assigned   segment, ensuring   inventory is accurately bucketed, program commitments are honored, and customers have reliable access to the inventory they are entitled to; oversee customer portfolio management including formulary changes, product switches, and customer-specific inventory positions.   Direct the customer onboarding function for new accounts, ensuring inventory builds, allocation planning, and system setup are executed in a coordinated, go-live ready manner.   Manage escalations and serve as the primary point of   escalation   for customer facing communication within the assigned   segment , resolving service level inquiries, and ensuring contractual requirements are tracked and met, escalating to the Sr. Director when   required .    Ensure   customer-specific award switch execution   is completed accurately and on time for the assigned accounts.   Demand Signal Intake & Translation   Execute the demand signal intake process for the assigned   segment , ensuring the team captures,   validates , and enriches customer intelligence against established quality standards before passing inputs to the consensus demand planning team.    Monitor and manage upstream demand inputs for the assigned   segment , including program changes, new launch items, promotional activity, and customer specific shifts ensuring they are ca ptured proactively and reflected in the plan before they create a supply risk.    Maintain an active working relationship with the consensus demand planning team, ensuring demand signal inputs are understood,   accepted,   and incorporated into the consensus forecast without delays or misalignment.      Service Level Reporting & Analytics   Manage   service level performance   for assigned   segment , e nsuring the team produces   accurate ,   timely   service level reports and national tracking metrics that enable proactive management of service risk.   Conduct and direct root cause analysis on service level escalations and   omits   for   assigned accounts,   holding the team accountable to   identifying   precipitating events and driving remediation.   Maintain and improve analytical   capability within the team, including dashboards, data