Director of Demand Management

About the Role

Key Responsibilities

• Oversee the Customer Service team to ensure a high level of responsiveness, service quality, and customer satisfaction.
• Develop and implement customer service strategies that enhance service delivery, minimize response times, and address customer inquiries effectively.
• Establish key performance indicators (KPIs) to measure customer service success, analyze performance data, and implement improvements as needed.
• Act as a senior point of escalation for complex customer issues, providing solutions to enhance relationships and ensure customer retention.
• Lead the Account Management team, driving effective demand planning strategies to meet customer requirements and achieve business goals.
• Develop and maintain strong relationships with key customers, acting as a trusted partner to understand their business needs and provide tailored solutions.
• Collaborate with Marketing, Logistics, and Operations teams to accurately forecast demand, ensuring capacity, resources, and inventory align with market requirements.
• Analyze customer data, order trends, and sales forecasts to create actionable insights that drive informed demand management decisions.
• Develop and implement demand management strategies to optimize product availability, minimize lead times, and balance inventory levels across the division.
• Work closely with Supply Chain, Production, and Sales teams to address demand fluctuations, forecast accuracy, and supply chain constraints.
• Lead efforts to digitize demand planning processes, integrating data analytics tools to improve forecasting accuracy and visibility.
• Recruit, mentor, and develop a high-performing team of customer service and account management professionals, fostering a culture of accountability and continuous improvement.
• Provide coaching and guidance to team members to enhance their skills in customer engagement, demand forecasting, and account management.
• Set clear goals and performance expectations for the team, conduct regular performance reviews, and provide constructive feedback.
• Prepare regular reports on demand management, customer service, performance, and account management metrics for senior leadership.
• Utilize data-driven insights to identify trends, risks, and opportunities, providing recommendations for strategic decisions.

Requirements

• Bachelor's degree in Engineering, Supply Chain Management, or related field (MBA preferred).
• Minimum of 10 years of experience in product management, product line management, account management, demand planning, preferably within the electronics or manufacturing industry.
• Strong leadership experience with a proven track record of managing high-performing teams.
• Excellent communication and interpersonal skills, with the ability to engage effectively with customers and stakeholders at all levels.
• Proficiency in demand planning tools, CRM systems, and data analytics software.
• Strong analytical skills, with the ability to interpret complex data and provide strategic insights.
• Ability to work collaboratively across departments and manage cross-functional projects.
• Willingness to travel as needed to meet with customers and teams across different locations.

Nice to Have

• Experience in the electronics or manufacturing industry.
• MBA or advanced degree in a related field.
• Experience with digitizing demand planning processes and data analytics tools.

Benefits & Perks

• Opportunity for career growth within a global organization.
• Supportive work environment focused on responsiveness and employee development.
• Being part of a company that values every employee's impact on the business.