07 - Customer Program Management Analyst

General Overview

Functional Area:  OPS - Operations
Career Stream:  CPM - Customer Program Management
Role:  Analyst
SAP Short Name:  ANA
Job Title:  Customer Program Management Analyst
Job Code:  ANA-OPS-CPM
Job Level:  Band 07
Direct/Indirect Indicator:  Indirect

Summary

The Customer Program Management Analyst serves as a critical operational link between the customer and internal production teams. This role focuses on ensuring data accuracy within the ERP, analysing supply chain constraints, and providing the reporting necessary to maintain account health and delivery performance.

Detailed Description

Performs tasks such as, but not limited to, the following:

• Supports the day-to-day activities of assigned customer accounts to ensure product deliveries meet scheduled milestones. Helps develop tactical action plans when schedules slip.
• Receives and validates customer demand signals; performs rigorous data cleansing and validation before loading requirements into the ERP system.
• Analyses internal capacity, material availability, and lead times. Provides data-driven recommendations to senior management on whether customer request dates are achievable.
• Monitors account profitability and analyses cost variances. Assists in breaking down price structures (Value-add vs. Materials) for review by the Program Manager.
• Generates and prepares performance metrics for monthly Operations Reviews and quarterly Customer Business Reviews (CBRs).
• Monitors the impact of order changes on inventory levels. Tracks Excess and Obsolete (E&O) material related to customer-specific changes.
• Liaises with Cost Engineering, Finance, and Supply Chain (SCM) to track cost-reduction initiatives and price adjustment cycles.
• Acts as a secondary point of contact for customer inquiries, providing timely updates on order status, shipping schedules, and issue resolution.

Knowledge/Skills/Competencies

• Strong working knowledge of ERP systems (e.g., SAP, Oracle) and advanced Excel skills for data modeling and reporting.
• Basic understanding of manufacturing processes, lead times, and Shop Floor Control.
• Ability to interpret complex data sets to identify trends in delivery performance or cost variances.
• Effective verbal and written communication skills for interacting with internal production teams and external customer counterparts.
• Strong organizational skills with the ability to track multiple deliverables simultaneously in a fast-paced environment.

Physical Demands

• Duties of this position are performed in a normal office environment.
• Duties may require extended periods of sitting and sustained visual concentration on a computer monitor or on numbers and other detailed data.
• Repetitive manual movements (e.g., data entry, using a computer mouse, using a calculator, etc.) are frequently required.
• Above demands are carried out within the local existing Health and Safety guidelines

Typical Experience

• Minimum of 2–4 years of experience in program coordination, supply chain analysis, or manufacturing operations.

Typical Education

• Bachelor's degree in related field, or consideration of an equivalent combination of education and experience.
• Educational Requirements may vary by Geography

Notes

This job description is not intended to be an exhaustive list of all duties and responsibilities of the position. Employees are held accountable for all duties of the job. Job duties and the % of time identified for any function are subject to change at any time.