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Supply Planning and Customer Care Manager

Date: 16-Jan-2023

Location: Singapore, 01, SG, 238851

Company: The Body Shop International Limited

The Body Shop

When Anita Roddick founded The Body Shop in 1976, she had a vision. Business as a force for good – that’s us. Over 40 years later, we’re proud to be pioneering cruelty-free beauty every step of the way. We’re the original ethical beauty brand. We’ve got a thing for empowering people and enriching our planet. We’re all about keeping it real, in every way possible. Our activist roots remain a huge part of everything we do, from our iconic window posters to our vegetarian products to our infamous campaigns. We’re never afraid to stand up and speak the truth. We like to do things a little differently around here. 


The Body Shop, along with Aesop and Natura, is part of Natura & Co, a global, multi-channel and multi-brand cosmetics group that is committed to generating positive economic, social and environmental impact. Group owner Natura is Brazil's number one cosmetics manufacturer. Sustainable development has been the company's guiding principle since it was founded in 1969. In fact, this is an incredibly exciting time for The Body Shop. We’re fighting for what we believe in now more than ever. No holding back. Breaking the mould has always come naturally to us, and we need someone who’s not afraid to mix things up. 

Your role in a nutshell

Purpose of role: 
•    Develop the performance of the supply chain organization by improving, simplifying, digitizing, standardizing, and documenting business processes associated with spheres of responsibility in supply planning and customer care. This also includes a sphere of influence with sales forecasting, demand, distribution, and commercial partners.
•    Leadership to drive culture and project change management of zero waste mentality/loss elimination across people, work process, and tools. Leading and executing transformation projects within Supply Chain, developing the strategy, change management activities, training needs, and implementation primarily for the sphere of responsibility and secondarily for the sphere of influence.
•    Managing service, cost, and cash via inventory performance across APAC supply planning & Head Franchisees distribution execution for the product range across APAC.
•    Increase Digitalization and Tools adoption to increase productivity and upskill our people’s skill set. Specifically, increasing usage of SAP S4 Hana, especially OBM, IP, Master Data, Supply Planning via Material Requirements Planning (MRP), Distribution Requirements Planning (DRP)/Replenishment, and including system interfaces like Head Franchise (HF) Portal. 
• End-to-end mindset of identifying, educating, and implementing continuous improvement projects across people, processes, and tools. This includes documenting and implementing standard work processes, problem-solving via the identification of root causes, and implementing systemic solutions. 

More about the role

Key Job Accountabilities:

•    Drive innovative and sustainable Supply Chain solutions in people, processes, and tools towards delivering distinct competitive advantage for the company and the customer in order to optimize customer service and maximize product availability across APAC markets. KPIs - Service Levels, KPI for Customer Care – Head Franchisee customer satisfaction survey
•    Manage APAC Inventory to support APAC's activities and to ensure they are optimized within budget (maximize sales opportunity) and meet market forecast/requirements without excessive inventory risk exposure. KPI - Inventory Months Coverage, Excess Inventory, and Inventory Quality.
•    Analysis of inventory to highlight and make the appropriate recommendation and decision. 
•    Ensure the team’s accurate and efficient processing of market orders in accordance with the market requirements and regulatory standards and within the shipping schedule.
•    Ensure Customer Care Lead consolidates region orders and order statuses to identify shortfalls and risks to wholesale target. 
•    Defines and implements data strategy, policies, and controls to ensure Supply Chain data is accurate, complete, and reliable. KPI - Master Data Accuracy
•    Weekly business review with Supply Planning Lead to identify supply risks and opportunities.
•    To ensure the Customer Care Lead provides essential analysis in order to identify and maximize sales and profit opportunities.
•    To support local strategic initiatives and projects (such as Franchisee buy back or new market launches)
•    To represent APAC in Global initiatives and projects (such as new system development and implementation). To represent Supply Planning across S&OP cadence (APAC and Global Supply Chain).

People Management
•    To lead and manage the supply chain teams under his / her remit in the region cluster and ensure alignment of roles within the team for the attainment of work goals 
•    To manage the team’s learning requirements, such as organization morale, technical and work knowledge and ensure appropriate succession planning, training, and development activities are carried out at the team level.

•    Ensure alignment to regional and international business objectives in supply chain management and take action to ensure appropriate/necessary adaptation of International policies within the APAC zone for relevancy and meeting of market business cycle needs
•    To perform other related duties as assigned or requested 
•    Responsible for maintaining the ethical standards of The Body Shop, including minimizing the environmental, health, and safety risks in the workplace; responsible for reporting potential risks, real accidents, and near misses to relevant managers

Working Relationships & Interfaces (where applicable):
Internal : 
APAC Supply Chain
Market Supply Chain
APAC Forecasting/Demand Planning 
Visual Merchandising 
Market & Franchise Commercial teams
Global and APAC Finance
Global Quality Service
International Operations –Transport, Supply Chain, Regional Distribution Centres

External : 

What we look for

Personal requirements for the role
•    Strong leadership, including stakeholder and people management skills.
•    Mindset of continuous improvement, including automating/digitizing ways of working.  
•    +10 years of experience in supply chain management in a retail/FMCG environment 
•    High proficiency in ERP systems such as SAP.
•    Well-developed communication skills and ability to challenge/influence internal and external stakeholders across markets, regions and Global
•    Strong knowledge and experience working with fundamental principles of E2E Supply Chain Operations and Systems.

• Bachelor's Degree in Business, Supply Chain Management or Engineering or a relevant discipline
•    Experience in driving Performance Management
•    Excellent numerical/analytical skills. Strong ability to identify the root causes and solve problems.

Competencies required:
•    Ability to bridge strategic, tactical, and operational business concepts and developments by applying an end-to-end mindset
•    Change management – drives and influences change down to the team and individual level
•    Accurate planning reflecting local and global Sales trends
•    Customer Service – Identifies and shapes team behavior and delivery to ensure a proactive response to customer needs (internal teams and the external franchise partners)
•    Results Orientation – Drive and shapes the team’s focus on the attainment of key performance metrics
•    Interacts Effectively – Present complex concepts in a simple way and build effective partnerships within the business
•    Innovates – Drive for continuous improvement

Talent Drivers

Collaborative Skills
Personal Conduct

Job Segment: Merchandising, Performance Management, Environmental Health & Safety, Franchise, Customer Service, Retail, Human Resources, Healthcare