General Manager - Customer Operations - FMCG

Opportunity for PWD (person with disabilities) candidates - MBA from 2007 / 2008 / 2009 batch passout.

Let me tell you about the role:

- The Customer Operations manager ensures a healthy balance of effective, efficient, and compliant operations along with future readiness in line with business strategy across the PU.

- The Customer Operations manager ensures that the right support is in place to enable the sales team to focus on customer facing activities.

- Customer Operations is a key interface with external customers and distributors to ensure consistent service behaviours and premium brand experience delivery across all touch points.

What you will deliver?

- Drive standardisation, simplification and consistency in all operational activities by delivering compliant processes with local regulations, Group Standards and Customer & Sales Policies and Procedures

- Manage the effective integration of cross-functional activities which impact our ability to provide a high-quality customer experience to our customers.

- Lead operational delivery of key customer management processes - Lead to contract, O2C, Schemes and Rebates management, Offer and Contract management, Customer

Service Agreement:

- Customer projects implementation across markets in the PU.

- Tracking performance against the key operational metrics (CSA metrics) & drive continuous improvement.

- Customer communications execution in the market.

- Manage the GBS (and/or other suppliers) operational interfaces focused on delivering as per agreed processes and SLAs.

Leadership:

- Delegates work appropriately and ensures that the right people and resources are available to deliver work/ on customer related projects.

- Provides the team with a clear direction and defines standards of performance expected

- Monitors performance and provide timely and constructive feedback to enable team development

- Motivates and empowers others to achieve goals and provides others with coaching and development opportunities. Enables best practice sharing across the organisation.