HP EMEA supply chain is one of the largest supply chain in EMEA supporting $21B revenue per year, delivering 40 personal systems, 30 printers and 300 printing supplies per minute.
Our planning, order fulfillment and delivery activities support both commercial and consumer businesses and 100+ Product Lines.
Our manufacturing and logistics network include 25+ factories, 10+ forwarders, 15K+ ship to addresses in 150 countries.Managing Customer eXperience in EMEA Understand Measure Improve Within EMEA SC operations, the Customer eXperience Program team (CXP) is developing a customer centric culture through various programs, by being the customers advocate into the organization.
Our first mission is to understand and share the customer expectations (speed, predictability, special services ). We combine and organize different sources internal and external, like sales feedback council, retail and channel collaboration programs, sponsorship -
and map them with our current capabilities.In parallel, we proactively drive and improve our end-to-end delivery results via effective cross-
functional engagement. Within Perfect Order governance, we report performance analysis and narratives at worldwide level, representing customers & partners into the Global Supply Chain functions.
From these inputs, we define and drive targeted improvement programs, by business (we cover both Print & PS) and by Road-
to-Market (CEP customers, Distributors, Direct Retailers ) in order to improve end-to-end customer experience.ResponsibilitiesCXP program managers are accountable for representing customer’s voice in the organization, reaching perfect order objectives for the RTM / products they have been assigned to, and driving better end-
to-end customer purchasing experience within supply chain (from order entry until delivery and invoice).Depending on assignments, his / her responsibilities includeUnderstand customer requirements, identify gaps with current capabilities and influence organization to prioritize them in perspective of our future ERP Simplify deploymentDrive weekly cross functional forums, based on projected end-
to-end performance, to maximize results, proactively detect deviations and define plans to minimize impacts in collaboration with SC functionsCreate monthly Perfect Order BSC package to report to Supply chain staff, including measures, charts, narratives, action plans Lead monthly cross functional management forum to share performance, priorities, action plan, key project status across organizations (Sales, Sales ops, SC)Drive regular collaboration calls with one of our key partners / retailers to understand their needs and bring focus on critical areasUpon request (customer escalation, presales deal, non standard customer requirements.
Provide insight for managementQualificationsTypically 6-10 years of experience in a supply chain functionExperience in more than one supply chain function and with external partners.
Customer facing experience is a plus.Expertise in business process reengineering & SAP environmentLean Six Sigma certification is a plusKnowledge and SkillsVery Strong project management skills, with capability to manage cross functional teams in multiple geographies.
Ability to lead improvement initiatives and generate innovative solutions, even if not in a predefined official project structureIdentifies cutting edge analytical tools, models and methods for making key business decisions.
Extensive knowledge and understanding of how to analyze business problems using Advanced Microsoft Office skills (Excel, PowerPoint, etc.
statistical analysis. Power BI experience is a plus.Excellent communication and influencing skills; mastery in English and local language.
Excellent internal and external relationship management skills.Excellent understanding of supply chain processesStrong business acumen and technical knowledge within area of responsibility.
Strong leadership skills including team-building and conflict resolution and management.Ability to think end-to-end and dig on details when neededAutonomous, rigorous and responsive