Customer Collaboration Manager

3 weeks ago

Greater Toronto Area Canada, Ontario Lactalis Canada Full time

Job Title: Customer Collaboration Manager

Location: Greater Toronto Area



About Us:

Welcome to Lactalis Canada – where we take pride in being recognized as one of Forbes' 2022 top employers Our journey revolves around enhancing the lives of Canadians through a rich variety of dairy delights, including some of Canadian’s favourite dairy brands such as like Black Diamond Cheese, Lactantia Milk, Astro Yogurt, Balderson Cheese, and Cheestrings. In fact, we’re proud to say our products grace the shelves of an incredible 94% of Canadian households


With a 140-year legacy driven by innovation and unwavering quality, we’re seeking like-minded individuals to join us in shaping our next chapter. Our flexible hybrid work model accommodates 40% remote work, adapting to the evolving needs of our workforce. Step into a collaborative hub with our revamped office, and enjoy free parking, endless coffee, delicious Lactalis snacks, an on-site gym, and more



About the opportunity:

The Customer Collaboration Manager plays an integral role as the liaison between the Customer and Lactalis, fostering strong partnerships. Leading and executing strategic Supply Chain processes and initiatives within internal and external networks, supporting Commercial strategies in parallel. Supporting the end-to-end forecasting process and delivery cycle of replenishment for baseline and promotional requirements, maximizing mutual benefit.




The attributes we are looking for:

  • Partner with the external Customer teams (Sr. Mgr. +) in a governed cadence, reviewing and strategizing on KPI performance, network health, initiatives and corresponding recommendations that support mutual business objectives.
  • Collaborate closely with internal Sales and Supply Chain cross functional partners on demand, supply, and overall strategic execution: maximizing Fill Rate, OTD, Inventory levels, On Shelf Availability and Waste management.
  • Lead the CPFR Analyst(s) to ensure processes are in place supporting strong execution in areas such as demand, supply and other key KPIs.
  • Facilitate Customer compliance program management that identifies patterns leading to penalties incurred that build the foundation for internal and external collaboration that drives mitigation, provisions based on joint accountability.
  • Apply and monitor Lactalis and Customer SOP’s, internally and externally; correcting issues that impede on process, efficiencies, and cost.
  • Lead and develop the CPFR Analyst(s)
  • Design and leverage a customer tailored playbook to facilitate governed Customer reviews that illustrates progress against key KPIs, large scale programs, internal and external network strategies impacting forecast, orders, and deliveries. This, paired with corresponding recommendations that support the success of mutual business objectives.
  • Share and collaborate on insights to Customer plans, strategies that include the use of Customer data intelligence such as forecast, supply plans and network initiatives with Cross Functional partners in Supply Chain and Sales; aligning on an approach that maximizes CFR and OTD with waste mitigation strategies in place that support KPI strength, cost savings.
  • Support the CPFR(s) in the creation of robust analytics and prepared summaries to facilitate internal and external collaboration, enabling executional excellence of the Customers end-to-end delivery cycle in parallel to KPI management.
  • Establish a process that facilitates a calendarized summary of penalties by Customer, based on RCAs, factoring input such as: Customer behaviors, and CFR; supporting a strong contention process with the Customer (Supply Chain and Commercial) demonstrating joint accountability. In addition, collaborating cross functionally with Sales and Supply Planning to determine and align on provisions that take into consideration: CFR projections, customer penalty programs, risk, and opportunity.
  • Incorporate Lactalis SOPs to ensure timely, accuracy of data flow Including: order criteria, lead times, freshness, returns; mitigating adverse results, network disruption. In turn, supporting cost to serve by working with Supply Chain and Sales to identify risk and opportunity combined with strategic recommendations that demonstrate sustainable improvement.
  • Provide guidance and coaching to the CPFR Analyst(s) that supports their growth and development.



What you will bring:

  • College diploma or University degree
  • 5 years of Supply Chain Experience, including Customer Facing
  • Strong leadership skills
  • Ability to thrive in a customer facing environment
  • Coaching and mentoring skills
  • Strategic Thinking
  • Strong negotiation, communication, and interpersonal skills
  • Strong analytical and planning skills
  • Proficient with Microsoft Office technology (Excel and PowerPoint)
  • Self-starter, highly focused, proactive, and passionate individual who thrives on delivering results


What Lactalis will offer:

Lactalis Canada believes in rewarding its people with the following comprehensive benefits package and perks:

  • A Competitive Base Salary
  • A Performance-Based Bonus System
  • 4 Weeks of Vacation
  • Benefits starting day 1
  • A Pension Program with an Employer Match at 100% of up to 6%
  • Tuition reimbursement plan of up to $3,000/year
  • A Volunteer Day to give back to your community
  • Learning and Development opportunities
  • A commitment to internal career advancement with potential for international mobility



Our ESG commitment:


Our ESG (Environmental, Social, and Governance) roadmap drives our sustainability mission. We aim to positively impact communities and the planet by enabling stakeholders including our people, consumers, customers, suppliers, dairy farmers, government, and industry partners to have a positive impact on the wellbeing of our communities and the planet through all that we do.

At Lactalis Canada, we value our employees as catalysts for positive change. Together, we will create a sustainable future, promote belonging, and make a lasting impact on the world.


Our commitment to DEI:


Fuel Our Culture with Your Uniqueness Lactalis thrives on the value each person brings. We're dedicated to amplifying diverse voices, inviting personal and professional growth, and embracing everyone's true selves. We're committed to crafting an environment that genuinely welcomes all, reflecting the richness of our people and communities.


Our promise extends to accessible processes and spaces. If you require accommodation due to a disability (which may be visible or invisible, temporary, or permanent), please inform our Talent Acquisition team – confidentiality will be maintained.

Note: Lactalis Canada does not conduct credit or background checks through LinkedIn. If required, we'll contact you after signing a Job Offer.

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