Director, Customer Facing Demand Planning

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Position Summary

The Director, Customer Facing Demand   Planning   sits within the demand planning organization, part of the Supply Chain Inventory Planning team and serves as the primary owner of   customer– level demand execution   for a n assigned segment .     This role   leads a team of ~10 FTE and   reports to the   Sr. Director   of   Customer Facing   Demand Planning .    They   execute the customer-specific demand remit for the assigned segment, managing inventory position ing, and service levels at the account level, while capturing and qualifying inbound demand signals including new product launches, and translating that customer intelligence back into the   consensus   planning process .

Key Responsibilities

Customer Demand Execution

- Manage   the   day-to-day   customer-facing demand function   for   the assigned segment ,   ensuring the team executes against established standards   a s a   high-responsiveness partner to customers and cross-functional stakeholders.
- Maintain   the sequestration and strategic customer program model   for   the assigned   segment, ensuring   inventory is accurately bucketed, program commitments are honored, and customers have reliable access to the inventory they are entitled to; oversee customer portfolio management including formulary changes, product switches, and customer-specific inventory positions.
- Direct the customer onboarding function for new accounts, ensuring inventory builds, allocation planning, and system setup are executed in a coordinated, go-live ready manner.
- Manage escalations and serve as the primary point of   escalation   for customer facing communication within the assigned   segment , resolving service level inquiries, and ensuring contractual requirements are tracked and met, escalating to the Sr. Director when   required .
- Ensure   customer-specific award switch execution   is completed accurately and on time for the assigned accounts.

Demand Signal Intake & Translation

- Execute the demand signal intake process for the assigned   segment , ensuring the team captures,   validates , and enriches customer intelligence against established quality standards before passing inputs to the consensus demand planning team.
- Monitor and manage upstream demand inputs for the assigned   segment , including program changes, new launch items, promotional activity, and customer specific shifts ensuring they are ca ptured proactively and reflected in the plan before they create a supply risk.
- Maintain an active working relationship with the consensus demand planning team, ensuring demand signal inputs are understood,   accepted,   and incorporated into the consensus forecast without delays or misalignment.

Service Level Reporting & Analytics

- Manage   service level performance   for assigned   segment , e nsuring the team produces   accurate ,   timely   service level reports and national tracking metrics that enable proactive management of service risk.
- Conduct and direct root cause analysis on service level escalations and   omits   for   assigned accounts,   holding the team accountable to   identifying   precipitating events and driving remediation.
- Maintain and improve analytical   capability within the team, including dashboards, data queries, and reporting tools that surface allocation and policy decisions faster and with greater accuracy.

Team Leadership, Development & Continuous Improvement

- Manage and develop a customer-facing demand team for assigned   segment , holding team members accountable   to   performance   expectations,   role clarity, and the operating standards set by the Sr. Director.
- Coach and develop team members toward greater ownership and capability, providing regular feedback,   identifying   development opportunities, and creating visibility into advancement paths within the demand planning organization.
- Partner with the   other Directors of Customer Facing Demand to drive continuous improvement efforts, share leading practice s   and drive consistency across teams.
- Maintain a close pulse on team workload, capacity, and   execution   quality across   accounts , proactively   identifying   resource constraints or process gaps before they affect customer service or demand signal accura cy.

Minimum  Requirement

Degree or equivalent experience. Typically requires 12+ years of professional experience and 4+ years of management experience.

Education

Bachelor’s degree in Supply Chain , Business or related field, or equivalent experience.

Critical Skills

- 1 2 + years in supply chain, demand planning, or customer operations roles with at least  4   years in   a leadership   capacity managing teams and driving cross functional outcomes.
- Elevating the quality and reliability of the demand signal entering the consensus planning process through disciplined intake governance and rigorous enrichment practices.
- Building trusted relationships with customers and   cross– functional partners while   maintaining   the objectivity required to make hard calls on the forecast.
- Managing a high volume, operationally intensive account portfolio with precision.
- Functional   proficiency   in Kinaxis Maestro or comparable advanced planning system.
- Demonstrated experience leading customer-facing   teams   in a complex, high-volume   distribution,   p harmaceutical environment, with   direct   accountability for service levels.
- Strong analytical and structured problem-solving skills.
- Proven ability to influence without direct authority across a matrixed organization.

Additional Skills

- St rong communication  sk ills - ability to   re present   the segment   credibly in leadership forums and translate operational complexity into clear strategic framing.
- Experience managing sequestration programs, or high-touch strategic customer inventory models.
- Demonstrated ability to work cross-functionally across demand planning, supply planning, and inventory management teams.
- Demonstrated ability to balance customer advocacy with the analytical discipline   required   to challenge demand signals that do not reflect system or market reality.
- Familiar with demand planning analytics and reporting tools, including dashboards and data queries that support account-level service level management.

Physical Requirements

- Traditional office requirements.  A large percentage of time performing computer-based work is required.
- Hybrid role, must live near Las Colinas office.
- Up to 25% travel.

This role is a hybrid position . The selected candidate is expected to work on-site at our Las Colinas office a minimum of two (2) days per week , with the remaining days worked remotely. Specific in-office days may be designated based on team needs and business priorities.

We are proud to offer a competitive compensation package at McKesson as part of our Total Rewards. This is determined by several factors, including performance, experience and skills, equity, regular job market evaluations, and geographical markets. The pay range shown below is aligned with McKesson's pay philosophy, and pay will always be compliant with any applicable regulations. In addition to base pay, other compensation, such as an annual bonus or long-term incentive opportunities may be offered. For more information regarding benefits at McKesson, please  click here.

Our Base Pay Range for this position

$136,300 - $227,100

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