Overview
As the Customer/Distributor Management Leader, He/she will ensure that exceptional operational services are provided, by his/her organization, to sales associates across multiple teams and markets. These services include support of Customer and Distrbutor Management initiatives related to trade promotion, trade administration and trade equipment. Responsible to train, lead people managers and delivery team. Continuously identify opportunities and implementing processes to improve quality and timeliness of team output.
Responsibilities
Functional Responsibilities:
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Lead CBS customer and distributor management capability, including: providing support to team leads on daily operations, driving productivity and standardization agenda and delivering productivity targets for vertical, joint business planning with market counterparts and sales leadership, conduct governance meetings with BU/Sector Sales leadership, and assess and allocate new requests and additions to the service catalogue in vertical.- Provide support to Customer Account Specialists, enabling achievement of critical customer initiatives and KPIs including: on time delivery, fill rate, returns/deductions, supporting major retailers. Review and validate customer claims and deductions
- Reminder for Key Customer / Distributor contract renewal (where applicable)
- Maintain Customer Master Data and Maintain policies, processes, and tools.
- Review distributor and customer dashboards (Claims data, incentives, D&A, etc.)
- Manage customer service issues. Generate weekly reporting to track ASN compliance by bin /RSRs. Distribute weekly reports to sales leaders via email
- Drive and support continuous process improvement and standardization in order to increase efficiency
- Report shared service performance on Customer/DB Management order to Markets/Cluster and Sales Lead
- Participate in regular operational review calls with Business Partners and Business Leaders
People Responsibilities:
- Work with other capability leaders within sector to deliver end-to-end order management solutions for business partner while advancing and harmonizing capability for future
- Serve on functional and cross-functional teams and have the skills to consult with team members as to the Sales impact and advise them on a prudent course of action
- Discuss staff performance with management and make recommendations for staff development and succession planning
- Maintain relationship with client and business departments
- Manage Team’s scope, workload and ad hoc requests
- Act as a point of contact for client Sales departments and multi-function business leaders
- Participate in regular operational review calls with Business Partners and Business Leader
- Ongoing training of team members
- Identify and resolve recurring performance problems and improvement opportunities
- Train, coach, and direct both team and extended team as well as members of cross-functional teams to ensure continuous improvement in processes and functions
Qualifications
- 8-10 years of experience in similar roles
- Bachelor’s degree in a relevant discipline
- Preferred 3-4 years of previous experience as planner, logistics specialist or customer account specialist including the usage of relevant tools and software packages. Knowledge of cloud-based data analytics platforms
- Demonstrate sound business acumen, data analysis strength with strong attention to detail
- Distibutors / Customer management capabilities
- Previous proven experience as a people leader
- Ability to provide superior customer service
- Best-in-class time management skills, ability to multitask, set priorities and plan
- Strong use of influencing skills to gain alignment
- Experience with standard data resources and solutions
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