Customer Service & Demand Planning Manager - Travel Retail

Summary

The Customer Service & Demand Planning Manager for Travel Retail Americas leads SKU-level demand and supply planning to ensure forecast accuracy, on-time delivery, and strong customer satisfaction. Based in Miami on a hybrid schedule, the role partners with commercial, warehouse, and Maison teams to support regional retail sales growth and manage inventory risk. The manager also drives process improvements and coaches direct reports to meet team objectives.

Responsibilities

• Build SKU-level sales plans in APO and provide sales forecasts by SKU and location aligned with commercial inputs.
• Drive forecast accuracy (SFA/Bias), analyze sell-out/sell-in trends, and implement corrective action plans.
• Prepare and monitor customer orders based on PO submissions and communicate order status with channels and sales teams.
• Define supply strategy, calculate SAP purchase orders when applicable, and track warehouse inbounds.
• Identify slow-moving or obsolete inventory (SLOB) and propose mitigation plans with commercial partners.
• Produce monthly MMF reporting, daily/weekly commercial sales reports, and facilitate monthly sell-out analysis.
• Coach, develop, and manage direct report(s) to drive performance and engagement.

Requirements

• Bachelor's degree required; MBA or Accounting/Finance degree preferred.
• 5+ years of business analytical experience in an operations environment, preferably within U.S. wines and spirits.
• Strong analytical and organizational skills with experience in data-driven decision making.
• Proactive problem-solver with strong communication skills and attention to detail.
• Experience with planning systems such as APO and SAP and familiarity with forecasting and supply planning processes.