A little bit about Lindt
We are a premium chocolate manufacturer established in 1845 operating in over 86 countries around the World. Guided by our Global purpose to Enchant the World with Chocolate and UK vision of Creating Moments to Make Everyone Feel Special, we have around 700 team members in the UK across our Head Office, Retail, and Field Sales divisions. We are a Top 20 Great Place to Work and are proud of our incredible people, our unique values-led culture and our iconic market leading brands such as LINDOR & GOLD BUNNY.
We’re also proud of being one of the few bean-to-bar chocolate makers in the world, where we control every step of our chocolate production.
Customer Supply Chain Lead
Internal Level: 2.1 / £50,000 - £62,000
Must have Right To Work in UK without sponsorship.
Main Purpose of Job
The Customer Supply Chain Lead is a strategic, customer-facing role accountable for shaping and leading key customer relationships from a supply chain perspective. Acting as the voice of the customer internally, this role ensures alignment between customer expectations and operational delivery.
The role leads and drives collaboration across Customers, Sales, Demand Planning, and Supply Chain, providing consultancy and insight to optimise service levels, improve performance, and enhance customer satisfaction. Accountable for communicating performance metrics (including OTIF), managing customer feedback, and leading proactive engagement on service, transport, and sustainability initiatives.
Key Responsibilities
Customer Engagement
Act as the primary supply chain point of contact for key customers (IE/UK)
Build strong, collaborative relationships, acting as a trusted advisor on supply chain topics
Provide expert consultancy to both internal & external customers on service, delivery, and operational improvements
Lead regular customer reviews and performance discussions ensuring clear communication of insights, actions and progress
Conduct customer visits with Sales & Supply Chain team to strengthen the Lindt/customer relationship
Owning Service Level reporting and associated comms, managing internal stakeholders to update relevant information and proactively communicating with customers and stakeholders about supply issues
Performance Management
Own and communicate Customer Service performance metrics, including OTIF (On Time In Full)
Deliver regular performance reporting and generate actionable insights to customers and internal stakeholders
Analyse service performance trends, identify root causes and lead improvement actions
Ensure transparency, consistency and strategic alignment in all customer communications
Supply Chain Communication
Lead customer communication on supply chain matters, including shortages, constraints, transport efficiencies, and service disruptions
Ensure timely, clear, and proactive communication to maintain customer confidence
Lead cross-functionally to ensure aligned, accurate messaging and robust recovery plans
Customer Feedback
Lead customer feedback processes, including surveys and performance reviews
Translate feedback into strategic improvement initiatives and partner with internal teams to deliver measurable progress
Track, report, and communicate progress on customer‑driven actions
Sustainability
Communicate sustainability/Transport initiatives and progress to customers, including decarbonisation progress
Support alignment between customer sustainability expectations and operational capabilities
Collaborate with internal teams to integrate sustainability into customer solutions
Qualifications, Knowledge and Experience Required
Experience in a customer-facing supply chain or operations role
FMCG experience with strong understanding of customer expectations and operational dynamics
Demonstrated ability to translate data and customer feedback into strategic recommendations
Strong knowledge of end‑to‑end supply chain processes (order management, picking, loading, delivery, PODs) within SAP
Excellent…