Jorge Cardenas Mayor

Head of the Customer Sales Finance Team. Accountable for leading the company’s financial strategy with key customers, ensuring operational discipline, smart investment decisions, and strong cash flow performance.

Led multifunctional operations across customer logistics, service excellence, and e-commerce in Chile’s Modern and Traditional Trade channels, driving operational performance, digital transformation, and customer collaboration.

• Designed and led a customer collaboration framework, aligning supply chain and commercial teams with key retailers around inventory targets, store execution, and forecast accuracy. This initiative enabled over USD 2.5M in sales recovery and generated USD 800K in shared customer value, maintaining the company as the #1 Supplier and #2 in Supply Chain & Customer Service in the 2024 industry survey (+5 positions vs. prior year).
• Lead the implementation of 1P Model for MELI in Chile.
• Implemented a daily management systems and continuous improvement routines to improved service KPIs (+2 pts in SAMBC) and on-shelf availability (OSA above 97%) across HSM (Hyper & Super Market trade channel).
• Led and developed the Customer Service and CPFR teams, coaching new members through analytical training, performance reviews, and on-the-job development. Combined data analytics with in-store audits to resolve omnichannel availability gaps.
• Steered the Customer Service Operations organization through structural transitions, ensuring business continuity, cultural alignment, and high engagement levels during change.

Led logistics and customer operations for the High-Frequency Stores (HFS) and E-commerce channels during the pandemic — a period that required resilience, agility, and a growth mindset to ensure service continuity amid supply and demand disruptions.

• Redesigned the logistics agreement tracking process, reducing manual work, standardizing compliance across 30+ customers, and improving the efficiency of logistics payments and reconciliations.
  
• Introduced process automation and visibility tools that streamlined operations, saved over 45 hours per month, and enhanced service reliability — later replicated in other Latin American markets.
  
• Directed more than 45 direct-to-customer shipments to secure national coverage and business continuity, maintaining service levels above target to support over USD 2M in sales through alternative distribution.
  
• Accelerated E-commerce operational maturity, integrating real-time store-level alerts and replenishment routines that improved digital availability from 83% to over 92%, contributing to a +2% increase in online sales and recognition as a top-performing supplier.

Oversaw national distribution, service performance, and supply planning for Pampers, Always, Naturella, and Gillette, ensuring end-to-end product availability and operational reliability.

• Led the full S&OP process for Chile, aligning commercial, supply, and finance teams to deliver consistent forecasting accuracy and service continuity.
• Spearheaded the transformation of the Demand Planning framework, automating 90% of S&OP reporting through Power BI and redesigning forecast logic by channel and consumption base.
• Facilitated the first synchronization workshop at the Santiago Plant to align demand patterns with production cycles, improving agility and responsiveness in the supply chain.