Head of Customer Supply

Job Description

Strategic Context

I am collaborating with a prestigious international FMCG entity to recruit a proactive, partnership-oriented Head of Customer Supply Chain. This essential leadership position is accountable for providing a premier end-to-end service journey for primary retail associates.

If you demonstrate brilliance in enhancing service output, cultivating strategic client alliances, and motivating elite teams, this position provides the reach, prominence, and influence to fast-track your professional journey, offering a transparent advancement route into a Director-level role.

The Position

In your capacity as Head of Customer Supply Chain, you will function as the strategic bridge between internal Customer Development, Commercial, and Supply Chain units and major retail clients. You will cultivate executive-level alliances with retail supply chain heads, gaining a profound grasp of their objectives to propel service quality across operational synergy, distribution, availability, and forecasting.

You will supervise and cultivate a group of Customer Collaboration Specialists, guaranteeing superlative service execution while advocating for ongoing refinement throughout customer-facing operations. This position carries high organizational visibility and is a vital component in defining customer strategy, serving as a primary succession pathway for the Director of Customer Supply Chain.

Key Responsibilities

• Construct and solidify strategic alliances with executive commercial and supply chain stakeholders at major retail organizations.

• Direct, mentor, and motivate a premier Customer Experience / Customer Collaboration group consisting of four members.

• Manage and enhance essential service metrics, encompassing on-shelf availability, forecast precision, claims management, invoice integrity, and distribution performance.

• Gain an intimate understanding of client cultures, limitations, and workflows to pinpoint avenues for service elevation and cost-to-serve optimization.

• Integrate robust client intelligence into the firm, ensuring that consumer requirements influence internal decision-making and strategic priorities.

• Collaborate with Customer Development to integrate client feedback into joint business strategies, promotional scheduling, and demand forecasting.

• Support the overarching Customer Operations roadmap and participate significantly in company-wide enhancement programs.

Candidate Profile

• Extensive background across diverse Supply Chain areas, including Customer Operations, Logistics, Demand Planning, and Forecasting.

• Demonstrated history of managing alliances with major retail entities like Boots, Waitrose, Co-Op, Tesco, or Sainsbury’s.

• Superior analytical talent; capacity to convert complex data into actionable intelligence and performance gains.

• A self-assured, inspiring leader with a documented history of coaching and improving team performance.

• Prior experience supervising a group of three to four individuals.

• Exceptional interpersonal talents with the capacity to sway senior external and internal stakeholders.

• An inquisitive, forward-thinking temperament with a drive to comprehend industry trends and client hurdles.

• Proficiency in utilizing digital instruments, modern systems, and analytical platforms.

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Job Data Table

Category	Details
Company Name	Mackenzie Jones (on behalf of FMCG Client)
Location	Kingston upon Thames, United Kingdom
Locality	Greater London / Surrey
Country	United Kingdom
City	Kingston upon Thames
Region	South East
Job Type	Full-time
Salaries	£100,000 – £110,000 per year
Experience Level	Head of / Senior Management
Travel	Hybrid (3 days on-site)
Language	English
Benefits	15% Bonus, Clear path to Director, High visibility

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Skills & Competency Table

Key Skill	Proficiency Level
Retail Stakeholder Management	Expert
Demand & Forecast Planning	Advanced
On-Shelf Availability (OSA) Optimization	Expert
Team Leadership & Coaching	Advanced
Cost-to-Serve Analysis	Advanced
Joint Business Planning (JBP)	Expert

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Salaries Pay Calculator Table

Annual Salary	Bonus	Total Compensation	Notes
£110,000	15% (£16,500)	£126,500	Based on maximum base salary and full bonus achievement.

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Job Summary

Lead the strategic interface between a global FMCG giant and major UK retailers. Managing a team of four, you will optimize end-to-end service KPIs, including availability and forecast accuracy. This Kingston-based hybrid role offers £110k plus bonus and a direct succession path to Director of Customer Supply Chain.

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FAQs

What is the office attendance requirement?

The role operates on a hybrid model, requiring three days per week at the office in Kingston-upon-Thames.

How many direct reports does this position manage?

You will lead, coach, and inspire a high-performing team of four Customer Collaboration Specialists.

Which retail partners will I be interacting with?

Experience managing relationships with major UK retailers such as Tesco, Sainsbury’s, Waitrose, Co-Op, and Boots is highly valued.

Is there a clear path for career growth?

Yes, this role is specifically identified as a succession position for the Director of Customer Supply Chain.

What are the primary performance metrics for this role?

Key KPIs include on-shelf availability, delivery performance, invoice accuracy, and forecast accuracy.

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Expert Analysis

This is a “high-stakes” relationship management role within a Tier-1 FMCG environment. Unlike traditional logistics roles, this position demands a “Commercial-Supply Chain” hybrid mindset. The emphasis on “Joint Business Plans” and “Cost-to-Serve” suggests that the candidate must be as comfortable in a boardroom as they are reviewing warehouse data.

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Location & Logistics Guide

Kingston upon Thames is a major metropolitan center in Southwest London, offering a sophisticated corporate environment. It is well-connected via South Western Railway to London Waterloo and serves as a strategic hub for many global FMCG headquarters due to its proximity to both the M25 and central London.

Wikipedia URL: https://en.wikipedia.org/wiki/Kingston_upon_Thames

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Career Path

A successful Head of Customer Supply Chain is perfectly positioned for a Director of Customer Supply Chain role within 2–3 years. From there, the path typically leads to VP of Supply Chain or Chief Operations Officer (COO), particularly for those who successfully demonstrate large-scale cost-to-serve reductions and enhanced retail partnerships.