Mondelez - Manager - CLD - Modern Trade/AFH & CSD

Job Title: Manager CLD - Modern Trade, AFH & CSD

Reporting to: OTC Customer Service Lead - Supply Chain

Experience: 4-6 years

Function: Supply Chain / Customer Service

Role Purpose

The Manager CLD - MT, AFH & CSD supports the OTC Lead by managing day-to-day customer service and fulfillment execution for assigned Modern Trade, Away-from-Home (AFH), and CSD accounts. The role focuses on service performance, coordination with supply teams, and operational analytics, ensuring consistent service delivery and rapid issue resolution.

Key Responsibilities

1. Customer Service & Fulfillment Execution

- Manage end-to-end service execution for assigned MT, AFH, and CSD accounts.

- Track and improve service KPIs (OTIF, Case Fill, order aging, secondary service metrics).

- Monitor backlog, short supply, and delivery issues; ensure timely resolution.

2. Account Management & Coordination

- Act as the day-to-day SPOC for assigned customers from a supply chain perspective.

- Coordinate with Planning / Product Supply / Logistics to ensure service commitments are met.

- Support execution of promotions, launches, and demand spikes.

3. Analytics & Reporting

- Prepare daily / weekly service dashboards and account-level performance reports.

- Perform first-level root-cause analysis for service losses

- Provide insights and inputs to the OTC Lead for governance and review forums.

4. Order-to-Cash Operations Support

- Support governance of OTC processes executed via shared/external service teams.

- Track SLA adherence, data quality issues, and operational exceptions.

- Escalate systemic or recurring issues with structured data.

5. Continuous Improvement

- Identify opportunities to improve service stability, process efficiency, and data accuracy.

- Support digitisation and process improvement initiatives led by the OTC Lead.

- Document SOPs and standard work for assigned accounts.

Candidate Profile & Experience

- 4-6 years of experience in Supply Chain, Customer Operations, or Customer Fulfillment.

Relevant backgrounds & Education

- Supply Planning

- Customer Operations / Customer Service

- Order Management / CLD roles

- Exposure to Modern Trade, AFH, or institutional customers preferred.

- MBA in Supply Chain / Operations preferred.

- Management Trainee from a premier B-school strongly preferred.