SCM Manager (Customer Experience)

Job Description

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Job Title

SCM Manager Customer Experience

Posting Start Date

102326

At TE you will unleash your potential working with people from diverse backgrounds and industries to create a safer sustainable and more connected world.

Job Description

Job Overview Develops and monitors the organizations supply chain strategy and collaborates with vendors and suppliers to ensure all operations meet quality and safety standards.

Job Requirements

Role Purpose The Manager Customer Delivery Experience CDX is responsible for safeguarding and enhancing delivery performance for strategic customers. This role converts customer requirements and business priorities into effective supply chain strategies leads a team of CDX professionals and drives cross-functional collaboration to resolve delivery risks and improve customer outcomes. The position also establishes scalable operating models through governance digital enablement analytics and continuous improvement.

Key Responsibilities

1. Customer Strategy & Partnership

   • Develop and execute the CDX strategy aligned with customer business and supply chain priorities.
   • Build differentiated customer engagement models based on customer segmentation and value.
   • Act as the primary escalation point for strategic customer delivery issues.
   • Partner with Sales Customer Care and customer program teams to align commitments and recovery plans.
   • Represent supply chain delivery performance in executive customer reviews and quarterly business reviews QBRs.

2. Team Leadership & Capability Development

   • Lead coach and develop Customer Delivery Experience Advocates and Customer Supply Managers.
   • Define clear roles responsibilities decision-making authority and performance expectations.
   • Strengthen capabilities in customer engagement analytics escalation management problem-solving and executive communication.
   • Optimize team capacity and customer coverage based on account complexity business value and risk profile.
   • Drive talent development succession planning onboarding and knowledge-sharing initiatives.

3. Delivery Performance & Risk Management Own governance of key customer delivery KPIs including

   • On-Time Delivery OTD
   • Line-Time Efficiency LTE
   • Line-Time Accuracy LTA
   • Schedule-to-Request STR
   • Past Due to Date PDTD
   • Backlog health
   • Customer-specific performance metrics

• Establish escalation thresholds review cadences and recovery-plan governance.
• Drive proactive identification communication mitigation and escalation of delivery risks.
• Lead resolution of critical issues involving Planning Manufacturing Logistics Distribution Quality and Commercial teams.
• Provide leadership with clear visibility into customer impacts risks decisions and recovery plans.

4. Operating Model & Continuous Improvement

   • Establish and continuously improve CDX governance customer coverage models and escalation processes.
   • Standardize operational reviews reporting risk management and action tracking.
   • Define effective interfaces and decision rights across Sales Customer Care Planning S&OE Manufacturing Logistics Quality Finance and Digital teams.
   • Identify systemic process gaps and champion improvements to strengthen delivery reliability and responsiveness.
   • Drive adoption of digital tools dashboards analytics escalation management systems and standard work practices.
   • Promote sustainable root-cause resolution rather than short-term expediting actions.

5. Cross-Functional Leadership

   • Build trusted partnerships across functions regions and organizational levels.
   • Facilitate decision-making when customer needs capacity inventory and operational priorities conflict.
   • Translate complex supply chain data into clear business recommendations.
   • Foster shared accountability for customer delivery performance and timely closure of corrective actions.

What your background should look like

Qualifications & Experience

Required

• Bachelors degree in Supply Chain Management Business Logistics Industrial Engineering Operations or a related field.
• Extensive experience in supply chain customer delivery planning customer operations or logistics within a multinational environment.
• Proven leadership experience managing diverse andor geographically dispersed teams.
• Strong end-to-end supply chain expertise and experience resolving complex operational or customer issues.
• Ability to translate data into business decisions corrective actions and executive-level communications.
• SAP proficiency.
• Professional fluency in English.

Preferred

• Advanced degree MBA or equivalent.
• Experience with IBP Power BI or other advanced analytics platforms.
• Experience working across cultures regions and time zones.
• Strong customer-facing and stakeholder management capabilities.

Competencies SET Strategy Execution Talent for managers

Job Locations

Posting City Shanghai

Job Country China

Travel Required 10 to 25

Requisition ID 159202

Workplace Type Onsite

External Careers Page Manufacturing

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