Supply Chain Customer Contracts & Compliance, Manager
About the role
The Supply Chain Customer Contracts & Compliance Manager leads customer compliance, contract governance, and customer operations across Dyson's strategic retail accounts. This role manages a team focused on retailer compliance, deductions and chargebacks, customer claims resolution, and operational performance while partnering closely with Sales, Logistics, Supply Chain, Customer Service, Finance, and Dyson Business Services.
Key Responsibilities
Lead, coach, and develop a team of analysts responsible for customer compliance, deductions, claims management, and customer operational support.
Establish team objectives, performance metrics, and development plans to drive engagement and high performance.
Foster a culture of accountability, continuous improvement, and customer-centric decision-making.
Provide ongoing mentorship, feedback, and support to team members.
Own compliance programs across strategic retail accounts, ensuring adherence to customer requirements, routing guides, contractual agreements, and operational standards.
Partner closely with Sales Account Managers and customers to identify, assess, and mitigate compliance risks.
Oversee customer deductions, chargebacks, shortages, penalties, and compliance claims, ensuring timely investigation and resolution.
Review customer contracts and operational requirements, translating business needs into effective processes and controls.
Drive consistency in contract governance and compliance management practices across all customer accounts.
Lead initiatives that improve customer experience and operational execution across the customer order lifecycle.
Monitor customer scorecards, OTIF performance, service-level metrics, and compliance indicators, identifying opportunities for improvement.
Serve as the primary escalation point for significant customer operational and compliance issues.
Build strong relationships with customers and internal stakeholders to support long-term business objectives.
Manage budgets related to compliance penalties, claims, and deductions.
Identify opportunities to reduce compliance-related costs and improve recovery efforts.
Develop and present reporting on compliance performance, customer scorecards, deductions, claims trends, root-cause analysis, and financial impact.
Utilize insights and analytics to drive continuous improvement and operational excellence.
Partner with Supply Chain, Logistics, Customer Service, Finance, Sales, and Dyson Business Services to develop and implement process improvements.
Lead cross-functional efforts to strengthen operational controls and reduce compliance risk.
Represent Dyson in customer meetings and support executive-level discussions regarding operational performance and improvement initiatives.
Lead strategic projects focused on customer operations, compliance performance, and process optimization.
About you
Bachelor's degree in Business, Supply Chain, Logistics, Finance, or a related field.
8+ years of experience in Customer Operations, Customer Compliance, Retail Operations, Supply Chain, Logistics, Finance, or a related discipline.
2+ years of people leadership experience with responsibility for coaching, developing, and managing teams.
Experience working with major retailers such as Amazon, Walmart, Costco, Best Buy, Target, or similar accounts.
Strong understanding of customer-facing performance metrics, including OTIF, service levels, customer scorecards, and continuous improvement initiatives.
Experience managing customer deductions, chargebacks, claims, disputes, compliance programs, or similar customer operational processes.
Experience reviewing and managing customer contracts, retailer requirements, and compliance obligations.
Strong financial acumen with experience managing budgets, penalties, recovery efforts, and business performance metrics.
Proven ability to influence cross-functional stakeholders and drive alignment across Sales, Supply Chain, Logistics, Finance, and Customer Service teams.
Advanced analytical and problem-solving skills with strong proficiency in Microsoft Excel and reporting tools.
Experience with SAP or other ERP systems preferred.
Excellent communication, presentation, stakeholder management, and relationship-building skills.
Passion for delivering exceptional customer experiences and driving operational excellence in a fast-paced environment.
Compensation
$109,000 - $127,000 annually + bonus opportunity
Benefits
At Dyson, how we reward you is linked to our high-performance culture. But it’s about more than salary and bonus. Through a package of financial, lifestyle and health benefits, we support whatever stage of life you’re in and the moments that matter.