Supplier Experience Lead

Location: New Delhi, Delhi, India

Experience Range: 7–12 years

Compensation Range: INR 18-25 LPA

About the Company

Forplanet Ingredients converts surplus food into dependable, high-quality animal feed ingredients, turning systemic waste into measurable value for suppliers, feed manufacturers, and the planet.

Operating at the intersection of food, animal nutrition, sustainability, and scale, the company addresses India’s immense surplus food waste challenge while responding to rising livestock feed input costs and volatility. Through a secure reverse logistics network and controlled processing systems, the model embeds sustainability directly into unit economics.

Every ton upcycled reduces landfill burden and displaces resource-intensive ingredients. With a growing footprint across India and partnerships with leading food and FMCG brands, the organization delivers traceable environmental impact alongside reliable, cost-effective inputs. Team members joining at this stage help shape enduring systems within one of India’s most essential industries.

Role Overview

The Supplier Experience Lead owns outcomes promised to food supplier partners, ensuring every interaction reflects discipline, clarity, reliability, and integrity.

This role leads and coaches Relationship Managers, defines measurable experience standards, and drives root-cause resolution rather than short-term fixes. Working closely with Operations, Supply, Quality, and Finance, the role ensures internal capabilities align with external commitments—preventing over-promising and ensuring accountable delivery.

The position serves as a steady bridge when operational realities shift, upholding transparency and judgment-based decision-making. Success is reflected in improved supplier satisfaction, SOP adherence, stronger engagement, and continuous team development.

Key Responsibilities

• Own supplier experience outcomes across onboarding, service quality, and issue resolution; define measurable standards for response times, communication clarity, and escalation. Improve retention, engagement, and share-of-wallet through disciplined delivery.
• Lead and develop Relationship Managers through coaching, feedback, and role modeling. Strengthen structured communication, expectation setting, and issue ownership while enabling independent, principle-led decision making.
• Establish and enforce SOPs and playbooks embedding root-cause problem solving, preventive controls, and clear handoffs. Use dashboards and service reviews to track adherence, intervene early, and institutionalize learning.
• Drive cross-functional alignment with Operations, Supply, Quality, and Finance to ensure commitments are realistic and honored. Translate supplier insights into prioritized improvements across planning, logistics, documentation, and reconciliation.
• Serve as escalation owner for critical incidents, ensuring rapid triage, transparent updates, and durable fixes while protecting supplier trust through timely and accurate communication.
• Steward a culture that treats suppliers as long-term partners by reinforcing professionalism, accountability, and continuous improvement in daily execution.

Essential Skills & Technologies

• 7–10 years in the food industry and/or FMCG with B2B supplier management, account management, commercial finance, or enterprise sales exposure. Demonstrated delivery against relationship and service outcomes in complex environments.
• Strong analytical problem-solving skills with proficiency in Excel/Sheets and dashboard interpretation; ability to quantify experience metrics and drive corrective actions with measurable impact.
• Structured and concise communication skills—written and verbal—with the ability to influence senior stakeholders and lead calmly during escalations.
• Hands-on experience with CRM systems, ticketing platforms, issue trackers, and SOP documentation tools. Capability to design service workflows, intake forms, playbooks, and feedback loops.
• Cross-functional leadership aligning Operations, Supply, Quality, and Finance while balancing commitments with operational realities.
• Coaching mindset with a track record of developing team capability, ownership, and professional standards.

Additional Plus

• Experience in reverse logistics, waste stream management, or circular economy programs, particularly within food or FMCG supplier ecosystems.
• Exposure to service design or customer journey mapping applied to B2B partnerships with the ability to convert insights into measurable standards.
• Familiarity with compliance, documentation, and reconciliation practices within regulated supply chains.