Director Customer Facing Demand Planning

Position Summary 

The Director, Customer Facing DemandPlanningsits within the demand planning organization, part of the Supply Chain Inventory Planning team and serves as the primary owner ofcustomer–level demand executionfor an assigned segment.This roleleads a team of ~10 FTE andreports to theSr. DirectorofCustomer FacingDemand Planning. Theyexecute the customer-specific demand remit for the assigned segment, managing inventory positioning, and service levels at the account level, while capturing and qualifying inbound demand signals including new product launches, and translating that customer intelligence back into theconsensusplanning process.

Key Responsibilities 

Customer Demand Execution 

• Managetheday-to-daycustomer-facing demand functionforthe assigned segment,ensuring the team executes against established standardsas ahigh-responsiveness partner to customers and cross-functional stakeholders.

• Maintainthe sequestration and strategic customer program modelforthe assignedsegment, ensuringinventory is accurately bucketed, program commitments are honored, and customers have reliable access to the inventory they are entitled to; oversee customer portfolio management including formulary changes, product switches, and customer-specific inventory positions.

• Direct the customer onboarding function for new accounts, ensuring inventory builds, allocation planning, and system setup are executed in a coordinated, go-live ready manner.

• Manage escalations and serve as the primary point ofescalationfor customer facing communication within the assignedsegment, resolving service level inquiries, and ensuring contractual requirements are tracked and met, escalating to the Sr. Director whenrequired. 

• Ensurecustomer-specific award switch executionis completed accurately and on time for the assigned accounts.

Demand Signal Intake & Translation

• Execute the demand signal intake process for the assignedsegment, ensuring the team captures,validates, and enriches customer intelligence against established quality standards before passing inputs to the consensus demand planning team. 

• Monitor and manage upstream demand inputs for the assignedsegment, including program changes, new launch items, promotional activity, and customer specific shifts ensuring they are captured proactively and reflected in the plan before they create a supply risk. 

• Maintain an active working relationship with the consensus demand planning team, ensuring demand signal inputs are understood,accepted,and incorporated into the consensus forecast without delays or misalignment. 

Service Level Reporting & Analytics

• Manageservice level performancefor assignedsegment, ensuring the team producesaccurate,timelyservice level reports and national tracking metrics that enable proactive management of service risk.

• Conduct and direct root cause analysis on service level escalations andomitsforassigned accounts,holding the team accountable toidentifyingprecipitating events and driving remediation.

• Maintain and improve analyticalcapability within the team, including dashboards, data queries, and reporting tools that surface allocation and policy decisions faster and with greater accuracy.

Team Leadership, Development & Continuous Improvement

• Manage and develop a customer-facing demand team for assignedsegment, holding team members accountabletoperformanceexpectations,role clarity, and the operating standards set by the Sr. Director. 

• Coach and develop team members toward greater ownership and capability, providing regular feedback,identifyingdevelopment opportunities, and creating visibility into advancement paths within the demand planning organization. 

• Partner with theother Directors of Customer Facing Demand to drive continuous improvement efforts, share leading practicesand drive consistency across teams. 

• Maintain a close pulse on team workload, capacity, andexecutionquality acrossaccounts, proactivelyidentifyingresource constraints or process gaps before they affect customer service or demand signal accuracy. 

Minimum Requirement

Degree or equivalent experience. Typically requires 12+ years of professional experience and 4+ years of management experience.

Education

Bachelor’s degree in Supply Chain, Business or related field, or equivalent experience. 

Additional Skills 

• Strong communication skills - ability torepresentthe segmentcredibly in leadership forums and translate operational complexity into clear strategic framing.

• Experience managing sequestration programs, or high-touch strategic customer inventory models.

• Demonstrated ability to work cross-functionally across demand planning, supply planning, and inventory management teams. 

• Demonstrated ability to balance customer advocacy with the analytical disciplinerequiredto challenge demand signals that do not reflect system or market reality. 

• Familiar with demand planning analytics and reporting tools, including dashboards and data queries that support account-level service level management. 

Physical Requirements

• Traditional office requirements.  A large percentage of time performing computer-based work is required.

• Hybrid role, must live near Las Colinas office.

• Up to 25% travel.

This role is a hybrid position. The selected candidate is expected to work on-site at our Las Colinas office a minimum of two (2) days per week, with the remaining days worked remotely. Specific in-office days may be designated based on team needs and business priorities.