Director - Customer Development - The Coca-Cola Company - Singapore

Job description
Position Overview
Preferred Responsibilities
In order to support our Company and Group’s 2020 vision to be our Customers’ most preferred and trusted business partners, the Regional Customer Director, will be responsible for the following three major roles:

(1) Provide Customer Stewardship for expanding and Key Asia Pacific Customers, Regional and International Customers with a particular focus on the developing countries like China, India & ASEAN countries

Key Asia Pacific Customers example - Jollibee, etc.
Regional & International Customers example – Hilton, Dunkin Group, Universal, Resorts World, Starwood, Cine Asia etc.
IC Channel strategy – Lead and advance the IC customer strategy
Customer Reporting – Relevant performance reporting on customer performance in Asia Pacific
(2) Provide Customer Capability support for Bottlers and BU’s to advance their customer capabilities with a focus on the following areas



Pricing Terms & Conditions – Implementation of standard RGM framework, etc.
Category Management - Implementation of current Category Management practices, tools.
Scan D Analytics – lead and embed skills and knowledge with key customers.
Collaborating for Value – Lead & embed CFV and CFV negations in market
Key Customer Management capabilities – CFV, JBP’s, Customer Supply Chain, etc.
Joint Business Planning/Partnership for Growth workshop facilitation.
(3) Provide overall Customer Leadership support for the Asia Pacific Region operating entities


Business Units – Franchise and Commercial teams
Countries units and Local Bottlers
Global Customer teams

KEY DUTIES AND RESPONSIBILITIES

Prioritized Responsibilities

Oversee the development & implementation of short- and long-range joint business plans for the assigned customers across business units that are comprehensive, realistic and aligned with broader Company and Business Unit plans, as well as with the Customer’s plans in the geography
Securing a productive business relationship with the Customer offices across the Group and providing insight into the customers’ business model and priorities as defined/expressed at their respective headquarters
Building an effective working relationship and fluid communication with the main constituents from the Coca-Cola System who engage with these customers, including: the US and Europe TCCC based customer leadership heading each of these customers, Customer Leaders at the Business Unit and/or Franchise Unit, and Bottler Customer Team leaders.
Collaborating with Business Units, Franchise Units and/or Bottlers to connect with the customers’ needs, goals, opportunities, issues or challenges and ensure a robust Joint Business Plan to drive Growth is developed and executed collaboratively at country level with each customer, respectively
Supporting Business Units, Franchise Units and/or Bottlers with big ideas, opportunity identification, best practices and expertise, including the facilitation of Joint Business Plan/ Partnership for Growth workshops, to ensure we deliver demonstrable value to the customer that contributes to advance the relationship with the System.

Activating the System and help secure resources necessary to locally address, generate and implement value-creating solutions that meet customer needs and drive beverage category’s incidence, profit and volume.

Support international / Regional Customers Entering, Establishing Or Broadening Their Footprints In Pacific By
Sourcing and sharing relevant intelligence and insights.
Collaborating with relevant Business Units, Franchise Units and/or Bottlers to connect with the customers’ needs, goals, opportunities, issues or challenges and ensure setting up of a robust Joint Business Plan.
Lead and manage a standardized customer leadership process, follow-up & tracking for the Asia Pacific region, through efforts on establishing an on-going review and planning routine to ensure we are fully engaged and maximizing growth opportunities with our key customer partnerships.
Setting up and aligning internally and with the customers the processes and routines (joint KBIs, scorecards & tracking, performance reviews, top-to-tops, etc.) that will enable a stewardship of the Growth agenda and of the business relationship.
Capturing, documenting and sharing knowledge / learnings from initiatives implemented as a way to accelerate the building of KO system capabilities on world-class customer leadership in the Pacific Group
Role-modelling & enforcing the utilization of the Collaborating for Value approach and tools (connection bank, customer value proposition, meeting plans and reports, …) in the Asia Pacific Group
Coaching and supporting the training of the local account teams for assigned customers as necessary
Lead development on technology applications that would facilitate implementation of our standardized customer leadership approach
COMMUNICATION COMPLEXITIES



Internally: Work across BUs in the Asia Pacific group, including the respective customer teams in the bottlers to shape and lead strategic customer approach and plans for the assigned customers; disseminate information across the Asia Pacific customer leadership community, across diverse cultures and business dynamics. Also works with Global & region Customer teams in order to manage a standardized customer leadership approach, consolidate best practices on customer strategies and management.

Externally: Operates at the Head of Grocery (VP) or above at the regional head office level; lead periodically reviews with senior management of top customers. Presents at BU’s top-to-top meetings (CEO level); represent our system on the Group level on leading a strong collaborative relationship with key customer contacts.

ANALYSIS

For Regional customers assigned this role is new and will need to create processes and routines with Customers and TCCS. Decision making will remain local but this position, through governance will coordinate regional dialogue with customer, Joint Business Planning, best practice sharing, and ensure pay performance criteria to maximize sustainable profitable growth for TCCS and Customer partners. The role is also tasked to establish and manage an on-going review and planning routine to facilitate our business vision for a standardized customer leadership approach across Asia Pacific, which requires the incumbent to develop solutions and implementation plans and manage the operational and organizational aspects.

JUDGEMENT AND DECISION MAKING
High impact as the job touches on very critical and sensitive issues such as collaborative relationship with our most important customers in the Asia Pacific region, and across trading and commercial terms. Getting alignment internally first, by safeguarding our system’s interests while maintaining a very degree of collaboration with our regional customers is critical. Hence key competencies include plans and acts strategically, and lead through influence.

INNOVATION
Responsible for importing/exporting and implementing best practices and innovate as needed. Innovation includes trade marketing, merchandising, cross-merchandising, supply chain, sustainability, finance.

Qualifications/Competencies/Skills



Customer Focus: Making customers (external and internal) and their needs a primary focus of one's actions; developing and sustaining productive customer relationships.

Planning and Organizing: Establishing courses of action for self and/or others to ensure that work is completed efficiently in light of the strategies and destination of the department and/or organization.

Achieving Greater Results: Demonstrating and promoting a propensity for speed and action and a mindset that breakthrough results are necessary and achievable; expecting ever-increasing levels of success to be reached

Communicating Effectively: Conveying information and ideas in a clear, meaningful, and timely manner; providing information to ensure understanding; solicits input from the audience during the communication

Related Experience Requirements And Qualifications

-15 years of Key Account management and /or sales operations experience as well as Category Planning, Marketing, and Supply chain skills. Solid understanding and working experience in the Bottling system, in particular an advanced country plus experience within China or other ASEAN countries, are highly critical. Previous experiences of international customer management within our system, in particular Immediate Consumption Channel customers, are also important. And the incumbent must also have good strategic presentation / communication / influencing skills, and strong PowerPoint and Excel skills.

EDUCATIONAL REQUIREMENT
University/Bachelor’s degree

CULTURAL DIVERSITY
Customer and country landscapes in the Pacific are very diverse, capability to adjust to different cultures and processes is critical. The same is true from an internal perspective
Language skills required are: fluent English a must, and one language of a key Pacific country as native language a definite plus.
TRAVEL REQUIREMENT
%-50% of time required for travel mostly in Asia Pacific countries but some to North America or Europe as required.

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