Customer Care and Supply Chain Excellence Manager

• Hiring Manager: CHC Supply Chain Lead Vietnam & Cambodia
• Location: D1, Ho Chi Minh City

Opella, the Consumer Healthcare business unit of Sanofi, is the purest and third-largest player globally in the Over-The-Counter (OTC) & Vitamins, Minerals & Supplements (VMS) market. We have an unshakable belief in the power of self-care and the role it can play in creating a healthier society and a healthier planet. That's why we want to make self-care as simple as it should be by being consumer-led always, with science at our core.

Through our unique and balanced portfolio of more than 100 loved brands, including 15 global and local high-growth challengers such as Allegra, Dulcolax and Buscopan, we deliver our mission: helping more than half a billion consumers worldwide take their health in their hands. This mission is brought to life by an 11,000-strong team, 13 best-in-class manufacturing sites, and 4 specialized science and innovation development centers. We are also proud to be the first major fast-moving consumer healthcare company to achieve B Corp certification.

Join us on our mission. Health. In your hands.

The Supply Chain Excellence Manager is accountable for performance monitoring and strategy implementation through distribution partnerships to deliver best-in-class customer service. This role drives supply chain excellence by leading continuous improvement initiatives, deploying LEAN methodologies, and ensuring compliance with internal and external regulations. The position supports the achievement of Supply Chain and Opella's strategic objectives in terms of customer value and financial performance.

Key Responsibilities

• Distributor Performance Management (3PL)
• Implement distribution strategies via third-party partnerships across all channels (hospital, pharmacy, wholesale).
• Monitor KPIs and identify risks and opportunities.
• Manage Distribution Agreements and ensure alignment with business goals.
• Business Partnering
• Act as the key contact for internal stakeholders regarding distribution matters.
• Lead monthly business reviews with 3PLs, ensuring clear agendas and active business engagement.
• CRM Management
• Monitor CRM performance (customer complaints, feedback, call-ins) to ensure responsiveness.
• Conduct root cause analysis and implement action plans for customer issues.
• Supply Chain Performance & Continuous Improvement
• Oversee end-to-end Supply Chain processes involving cross-functional stakeholders (Sales, Marketing, Finance, Manufacturing, Customer Service).
• Drive continuous improvement initiatives including forecast accuracy, inventory control, and S&OP processes.
• Deploy LEAN methodologies and monitor KPIs to identify improvement areas.
• Supply Chain Compliance
• Maintain up-to-date regulatory knowledge relevant to Supply Chain operations.
• Identify compliance risks and ensure deployment of procedures and CAPAs.
• Review and update internal and external policies regularly.

Stakeholder Engagement
Internal

• Regular reporting and collaboration with all departments and business units to ensure cross-functional alignment.

External

• Manage relationships with distributors, customers, suppliers, and other relevant partners.

Job Requirements
Education

• University degree in Business Management, Supply Chain Management, or Business Informatics.

Experience

• Minimum 5 years in Customer Service Management or Commercial Operations.
• Experience in CRM deployment is an advantage.
• Business analysis experience and strong analytical skills.
• Preferred: Experience in pharmaceutical distribution or international exposure.

Knowledge & Skills

• Fluent in English (oral and written).
• Proficient in MS Office; SAP knowledge is a plus.
• Strong understanding of distribution channels, including financial and physical flows.
• Excellent communication and interpersonal skills.
• Strong analytical and organizational capabilities.
• Ability to influence and challenge senior stakeholders constructively.