JOB PURPOSE

The Customer Experience (CX) team serves as the Supply Chain ambassador to customers across demand capture, demand fulfillment, and supply chain solutions. The team's purpose is to maximize product availability, optimize cost-to-serve, and deliver an excellent customer experience that supports profitable business growth.

This role develops practical transportation solutions, manages transportation performance of customers, supports tactical network modelling, and leads transport digitization initiatives.

KEY RESPONSIBILITIES

Pillar 1: Transportation Solution for Customers

- Design and deploy fit-for-purpose transportation solutions, including delivery model, fleet sizing, vehicle requirements, POD process, and service standards.

- Set transportation guidelines, capability standards, and SOPs aligned with company requirements and operational needs.

- Evaluate transport solution options based on service level, cost-to-serve, feasibility, scalability, and implementation readiness.

- Lead transport digitization projects (TMS, route optimization, live tracking, digital POD) including feature evaluation, piloting, training, and driving user adoption.

- Lead new delivery initiatives such as palletized delivery.

Pillar 2: Secondary Transportation Performance Management

- Run transport performance routines with customers and relevant internal teams to ensure disciplined execution.

- Track key transport KPIs, including system compliance, on-time delivery, successful delivery rate, and cost performance.

- Use data, field observations, and stakeholder feedback to identify root causes and define improvement plans.

- Maintain transport dashboards and reports using TMS, DMS, Power BI, Excel, or other available data sources.

- Drive continuous improvement to strengthen service reliability, distributor capability, operational discipline, and cost efficiency.

Pillar 3: Network Modelling

- Build tactical network modelling to support fulfillment network and delivery model.

- Analyze and compare network scenarios based on service impact, cost-to-serve, feasibility, customer impact, and implementation complexity to identify improvement opportunities.

- Recommend network and delivery model changes that improve service, cost, and RTM effectiveness.

- Maintain modelling tools, datasets, and scenario templates for repeatable analysis and faster decision support.

REQUIREMENTS

Soft Skills

- Strong ownership, accountability, and follow-through to turn analysis into action.

- Customer-focused mindset with critical thinking, practical problem-solving, and sound business judgment.

- Good communication and stakeholder management across customers, distributors, 3PLs, IT, Finance, and internal teams.

- High learning agility, digital curiosity, and strong willingness to travel frequently for field visits and project deployment.

Professional Skills

- Good knowledge of transportation operations, RTM models, FMCG logistics, and 3PL management.

- Experience in transportation solution design, capability assessment, SOP development, performance management, and cost-to-serve analysis.

- Exposure to transportation digital solutions such as TMS, route optimization, live tracking, digital POD, and transport dashboards.

- Strong data capability, including advanced MS Office, Power BI or similar dashboarding tools, and coding exposure to Python, SQL, VBA, Power Query, or similar tools.

- Basic project management skills, including requirement gathering, testing, rollout planning, training, adoption tracking, and issue resolution.

Education

- Bachelor's degree in Supply Chain, Logistics, Industrial Engineering, Business, Data Analytics, or a related field.

- Minimum 2 years of experience in logistics, transportation, customer operations, supply chain, or digital supply chain; FMCG or DCom experience is preferred.

- Good written and spoken English.