Sr. Manager, Customer Engagement, Grocery

Customer Engagement Sr. Manager

Position Purpose:

The Customer Engagement Manager for Grocery and HIPE (Home Improvement, Indirect, Professional & Emerging Markets) customers is instrumental in driving customer satisfaction, deepening Colgate's partnership and optimizing our presence and performance with these key retailers. This highly visible role is responsible for leading a high-performing team to manage the Colgate-Grocery and HIPE customers’ supply chain. The Manager ensures Colgate’s portfolio remains consistently available, meets service level goals, and aligns with customer´s business priorities by fostering a motivated, collaborative environment.

Accountable for inventory, in-stock performance, and supply chain execution, you wiill work closely with customers’ buying and replenishment teams as well as internal Colgate partners to deliver seamless end-to-end planning and execution. Collaborating across Commercial, Customer Service, End-to-End Network Operations, and Supply Chain Excellence, you will support the Joint Business Planning (JBP) roadmap, leads cross-functional initiatives, and act as the main supply chain partner to the Commercial Key Account Leader, driving best-in-class results.

Key Responsibilities:

• Lead, mentor, and develop the Grocery and HIPE’s customer-specific team of 3 people, championing open communication and creating a collaborative, goal-driven environment.

• Coach team and develop their capabilities in customer engagement, problem-solving, and technical skills necessary to support the concerning customers’ evolving business needs.

• Promote a culture of accountability, teamwork, and continuous improvement, modeling Colgate’s leadership values in all interactions.

• Manage team workload and goals to align with current and future account requirements, ensuring optimal support coverage across all product categories.

• Leverage data analytics and reporting tools to optimize replenishment, minimize out-of-stocks, and support business reviews and Joint Business Planning (JBP) with key customers in Grocery and HIPE Retail environments.

• Drive process improvements and supply chain efficiency projects, ensuring Colgate products meet or exceed customer expectations

• Work closely with the Customer Experience Analytics team to ensure there is a full data integration using customers’ data and our internal data to identify gaps and capture opportunities.

What you need for this position:

• BS/BA in Business, Supply Chain, or related field

• 10+ years of experience in CPG supply chain, with a preference managing replenishment activities with major retailers.

• Proven experience in leading and developing teams

• Expert understanding of replenishment, forecasting, and inventory management—preferably in the (health/beauty) category

• Strong analytical skills and proficiency with Excel, Google Sheets, SQL or similar reporting tools

It’s an advantage to have:

• DOMO, Sigma, Snowflake, Google Data Studio
• SAP/Kinaxis System knowledge
• Excellent communication and relationship-building skills, able to simplify complex issues for cross-functional partners and retailer stakeholder
• Ability to influence and build strong partnerships with both internal teams and customers at various levels
• Track record of delivering operational excellence and driving process improvement