Job Overview

The Customer Delivery Experience Advocate plays a critical role in ensuring our strategic customers receive exceptional service across the end-to-end supply chain. This role supports a global network of factories and distribution centers and acts as a bridge between planning, customer service, and commercial teams.

You will be responsible for driving visibility, responsiveness, and continuous improvement in delivery performance, with a strong focus on customer segmentation logic and value-based prioritization.

Job Requirements

• • Act as the primary advocate for delivery experience for assigned strategic customers (e.g., Platinum accounts).
  • Monitor and analyze delivery metrics (OTD, PDTD, LTE, LTA) and escalate risks proactively.
  • Own the weekly CDX report process, ensuring timely insights and follow-up with planners.
  • Collaborate with planning, factory, and distribution center teams to resolve delivery issues.
  • Drive adoption of tools such as the Escalation App and Late Reason Code Program.
  • Support implementation of customer segmentation logic and CVP-aligned service levels.
  • Participate in QBRs and customer-facing discussions to represent delivery performance.
  • Identify process gaps and lead improvement initiatives across the supply chain.
  • Ensure documentation and knowledge sharing to support scalable execution.
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Core Competencies

• • Success mindset: Focused on outcomes, driving strategies and tactics to address gaps, remove blockers and win
  • Structured thinking: Ability to navigate through ambiguity, noise and build a structure around rapid execution
  • Influencer: Drives thought leadership and influences the organization to anticipate, respond and execute
  • Crisp and Clear Communication: Breakdown complex information and distills communication for different levels of the organization to drive actionable outcomes
  • Storyteller: Ability to read the terrain and provide reliable contextual information for quick organizational alignment
  • High interpersonal skills: Builds trusted relationships internally and externally
  • Cheerleader: Motivates and activates the right people at the right time
  • Versatile: Ability to multi-task between strategic thinking and tactical initiatives as needed
  • Change Management & Process Improvement: The ability to lead and support organizational change by identifying inefficiencies, proposing solutions, and guiding teams through transitions.
  • Ownership & Accountability: Demonstrating a strong sense of responsibility for outcomes, taking initiative, and following through on commitments. 

What your background should look like

• Bachelor’s degree in business administration, Supply Chain Management, Logistics, Industrial Engineering or a related field. An MBA or master’s degree is preferred.
• Minimum of 10 years’ experience in a multinational and high growth industry.
• Experience in people management, leading diverse teams in a global environment.
• Proven ability to act as the primary liaison between sales, customer care, and supply chain/planning teams—ensuring agility in operations and customer-centric outcomes. Material planning experience is preferred.
• Strong experience in driving cross-functional collaboration and facilitate process improvements
• Excellent communication and interpersonal skills to engage effectively with cross-functional teams and stakeholders.
• Highly Competent with supply chain management software (SAP Must, IBP is a plus), Artificial Intelligence agents and analytics tools.

Competencies