KATHARINE MORGAN
Summary
Accomplished supply chain and customer service professional with extensive experience leading Order Management and Customer Collaboration functions within a major FMCG organisation. Proven track record in delivering service excellence, optimising processes, and managing large-scale transitions including outsourcing, system upgrades, and organisational change. Strong people leadership, stakeholder management, and problem-solving skills, with a consistent focus on performance, stability, and continuous improvement.
Overview
33
33
years of professional experience
Work history
CS Excellence Manager & SAP OTC Product Owner
PepsiCo
2021.01 - 2026.04
- UK point of contact for Order Management, supporting the outsourced OM team in the GCC (Cairo).
- SAP Product Owner for OTC LOG, driving system improvements and ensuring readiness for evolving business needs.
- Led root-cause analysis of post-confirmation service gaps and implemented sustainable corrective actions.
- Evaluated end-to-end processes and delivered improvements enhancing efficiency and customer experience.
- Served on the Customer Service Leadership Team, contributing to strategy, performance, and wider initiatives.
- Led the full UK Order Management transition to the GCC, including a compliant and sensitive redundancy process.
- Managed a team of 14, providing leadership, coaching, and performance management.
- Oversaw the transition of Tropicana Order Management to a UK third-party provider, ensuring service continuity.
Customer Collaboration Channel Lead
PepsiCo
2020.01 - 2021.12
- Led the customer collaboration agenda with key customers and commercial teams.
- Represented major accounts in S&OP forums, DDS, and Service Calls, championing customer needs.
- Implemented process improvements to drive efficiency and consistency across the collaboration function.
- Set strategic direction for priority customer relationships and delivered AGS-aligned plans.
- Built strong customer relationships supporting commercial and supply chain objectives.
- Led strategic customer projects with measurable outcomes.
- Consistently delivered 98% service through accurate forecasting and proactive risk management.
- Resolved end-to-end supply chain issues, from factory output to on-shelf availability.
- Developed direct reports through coaching and structured development.
Order Management Manager
PepsiCo
2016.09 - 2019.12
- Managed Order Management teams across two locations, delivering market-leading service performance.
- Led change programmes to embed world-class processes and continuous improvement.
- Full line-management responsibility for a team of 12, including two coordinators.
- Oversaw OM processes for Walkers, Quaker, and Export Snacks across a 7-day operation.
- Managed resource planning, recruitment, and performance management.
- Ensured delivery against KPIs, driving root-cause analysis and reporting to senior leadership.
- Led planning for Bank Holidays, peak periods, and system downtime.
- Acted as the primary escalation point for the OM team.
Demand Planner
PepsiCo
2006.01 - 2016.07
- Collaborated with customers and commercial teams to align forecasts and improve accuracy.
- Owned forecasting for major wholesale accounts, providing senior-level updates during supply challenges.
- Managed forecast accuracy and bias, ensuring robust planning and early risk identification.
- NPD project owner for major launches including Pops, Mix Ups, and flavour campaigns.
- Improved TAG performance in Convenience Retail (7th → 1st in 2014) and Wholesale (3rd → 1st in 2015).
- DP super user for MGX and QlikView OFT upgrades, supporting testing and rollout.
- Delivered training for the full Demand Planning team during system upgrades.
Order Management Associate → Team Leader
PepsiCo
1999.01 - 2006.02
- Delivered frontline customer support, resolving issues and promoting new products.
- Managed team KPIs, training needs, and performance development.
- Led a team of ~11 representatives, driving performance against business targets.
- Supported recruitment, onboarding, and disciplinary processes.
- Led the integration of chilled ordering, ensuring flawless execution.
- Maintained business continuity during operational crises, ensuring no customer orders were missed.
- Contributed to planning, testing, and training for a new order management system.
Ground Service Agent
Servisair / Swissair
1996.04 - 1998.12
- Managed end-to-end passenger processing including check-in, documentation, and boarding.
- Supported passengers with additional needs.
Admin / Temping Roles
1993.09 - 1996.03
Education
BTEC National Diploma - Leisure Studies
Newbury College
GCSEs -
Park House School
Skills
- Order Management Leadership
- Customer Collaboration
- SAP OTC Product Ownership
- Process Improvement & Continuous Improvement
- Stakeholder Management
- Team Leadership & Development
- Service Performance Management
- Change & Transition Management
- Forecasting & Demand Planning
- Root Cause Analysis
INTERESTS
Reading, Theatre, Family time, Coastal trips, Supporting teenage children’s activities
Timeline
CS Excellence Manager & SAP OTC Product Owner
PepsiCo
2021.01 - 2026.04
Customer Collaboration Channel Lead
PepsiCo
2020.01 - 2021.12
Order Management Manager
PepsiCo
2016.09 - 2019.12
Demand Planner
PepsiCo
2006.01 - 2016.07
Order Management Associate → Team Leader
PepsiCo
1999.01 - 2006.02
Ground Service Agent
Servisair / Swissair
1996.04 - 1998.12
Admin / Temping Roles
1993.09 - 1996.03
BTEC National Diploma - Leisure Studies
Newbury College
GCSEs -
Park House School