Head of Customer Service, Logistics & Planning (FMCG)

Job Summary

The Head of Customer Service, Logistics & Planning is responsible for leading the end-to-end planning and customer supply chain agenda across Thailand and Vietnam. The role ensures excellent service delivery, optimized inventory, efficient logistics operations, and integrated business planning while partnering closely with Commercial, Manufacturing, Finance and Regional Supply Chain teams.

The position leads approximately 20 professionals across Customer Service, Demand Planning, Supply Planning, Logistics and Supply Chain Excellence through a team of functional managers. The role drives operational excellence while acting as a strategic business partner to deliver sustainable growth, working capital improvement and customer satisfaction.

Reporting to the ASEAN CSLP Director, this position plays a key role in translating regional strategies into market execution while influencing both market and regional leadership

Job Responsibilities

1. Supply Chain Leadership

• Lead the end-to-end CSLP organization across Thailand and Vietnam.

• Develop and execute the market supply chain strategy aligned with ASEAN priorities.

• Build a high-performing organization through coaching, succession planning and capability development.

• Foster a culture of accountability, continuous improvement and cross-functional collaboration.

2. Integrated Business Planning (IBP)

• Lead the monthly IBP process from Demand Review through Supply Review and Market Business Review.

• Ensure one aligned business plan balancing customer demand, supply capability and financial objectives.

• Challenge assumptions and identify risks and opportunities across demand and supply.

• Drive decision-making with Commercial, Finance and Manufacturing leadership.

3. Customer Service Excellence

• Deliver best-in-class customer service and order fulfilment performance.

• Improve OTIF, case fill rate and customer experience.

• Build strategic relationships with key customers and commercial teams.

• Resolve major service issues while minimizing business impact.

4. Planning Excellence

Lead end-to-end planning including:

• Demand Planning

• Supply Planning

• Inventory Planning

• S&OE execution

Key responsibilities include:

• Improve forecast accuracy and reduce forecast bias.

• Balance customer service, inventory and cost.

• Optimize inventory investment and working capital.

• Improve planning processes, digital tools and automation.

5. Logistics & Distribution

• Lead warehousing, transportation and distribution operations.

• Optimize logistics cost while maintaining service excellence.

• Manage third-party logistics providers and strategic logistics partnerships.

• Drive network optimization and continuous productivity improvements, including sustainability agenda

• Ensure compliance with regulatory and quality requirements.

6. Business Performance

Own and continuously improve market supply chain KPIs including:

• Customer Service / OTIF

• Forecast Accuracy

• Forecast Bias

• Inventory

• Working Capital

• Slow Moving & Obsolete Inventory (SLOB)

• Logistics Cost

• Productivity

7. Transformation & Continuous Improvement

• Lead supply chain transformation initiatives.

• Drive digitalization and process standardization.

• Simplify portfolio and reduce operational complexity.

8. Stakeholder Management

Partner closely with:

• General Managers

• Commercial Leadership

• Finance

• Manufacturing

• Procurement

• Regional Supply Chain

• Global COE

• External logistics partners

Influence senior stakeholders to achieve business objectives without direct authority.

Requirements

Education

• Bachelor's degree in Supply Chain, Engineering, Business, Operations Management or related field.

• MBA or Master's degree is an advantage.

Experience

• 15+ years of progressive Supply Chain experience within multinational FMCG, Consumer Healthcare, Food & Beverage or similar industries.

• Minimum 5 years leading multiple supply chain functions.

• Proven leadership of Customer Service, Logistics and Planning.

• Experience managing organizations of 15–30 people.

• Strong experience leading managers and developing leadership capability.

• Experience working across multiple ASEAN markets is preferred.

• Demonstrated success leading business transformation and process improvement initiatives.

Functional Expertise

Strong knowledge of:

• Integrated Business Planning (IBP)

• Demand Planning

• Supply Planning

• Customer Service

• Logistics & Distribution

• Inventory Management

• Supply Chain Analytics

• Continuous Improvement

• Supply Chain Digital Solutions

Experience with ERP systems (SAP preferred) and planning platforms such as Kinaxis is highly desirable