Head – Supply Chain – Priority Channels

Job Description Company: Pidilite Industries Limited Position Title: Head – Supply Chain – Priority Channels Reporting to: Vice President – Supply Chain Location: Mumbai Qualification: Post Graduate in Supply Chain / Logistics Experience: 15 to 20 years Role Overview The Head – Supply Chain for Modern Trade and E-Commerce (Priority Channels) will lead end-to-end supply chain operations, with a focus on maximizing customer service , optimizing distribution costs , and ensuring statutory and regulatory compliance . The incumbent will drive strategic transformation across regional supply chains, strengthen stakeholder engagement, enhance operational excellence, and develop future-ready supply chain talent. The role also involves setting up a Control Tower to streamline processes related to order generation, fill rates, stock management , and to directly support Priority Channel Sales . Key Roles & Responsibilities Develop and drive implementation of a Customer Service Strategy for Priority Channels, benchmarking with global and local best practices. Evolve and continuously improve channel-specific supply chain processes including forecasting, supply planning, inventory management, and customer service. Maintain accurate master data to ensure precise order placement and flawless execution. Establish and define Order-to-Delivery processes , ensuring efficient execution across depots, regions, and national levels. Drive automation of order processing to achieve faster servicing with high data integrity. Collaborate with Priority Channel Sales Teams and Customers to ensure timely account receivables and prevent order blocks. Develop automation solutions for inventory allocation, stock prioritization , and management of channel-specific SKUs, promotional stocks, and kits. Partner with Sales, Customer Marketing, and Regional Teams to enhance forecast accuracy at SKU and depot levels. Define, monitor, and deliver service level KPIs such as Fill Rate, On-Time Delivery, On-Shelf Availability (OSA), Online Availability (OLA), and Days on Hand (DOH). Conduct structured and periodic reviews of service levels with regional and sales teams, as well as with customers. Strengthen partnerships with Customer Supply Chain Teams , identify improvement opportunities, and implement solutions to drive business growth. Establish and monitor the Control Tower to ensure customer-reported fill rates and OSA/OLA above 95%. Review Out-of-Stock (OOS) instances, conduct standardized root cause analyses, and implement corrective actions. Create and enhance performance dashboards to track and report key metrics. Define Standard Operating Procedures (SOPs) for cost-to-serve and standardize collaboration between internal teams and customers. Evaluate existing distribution models and drive transition from indirect to direct distribution to optimize cost and service. Coach and develop Regional SCM Teams, Customer Implants, and Depots to deliver superior service performance. Take ownership for Priority Channel Sales delivery in collaboration with Regional Sales, Central Demand & Supply Planning, Customer Marketing, and Finance Teams. Key Deliverables Deliver Priority Channel Sales in line with agreed business targets. Standardize and optimize Customer Service Processes for Priority Channels. Ensure robust Master Data Management (MDM) . Establish and implement S&OP processes for Priority Channels, improving forecast accuracy. Achieve Customer-reported fill rates >95% through effective customer service and warehousing processes. Maintain OTIF (On Time In Full) >98% . Limit Out of Stock (OOS)