Coca Cola Nigeria Careers Franchise Customer Manager
The Coca-Cola Company is an American multinational beverage
corporation and manufacturer, retailer and marketer of nonalcoholic beverage
concentrates and syrups, which is headquartered in Atlanta, Georgia.
Coca-Cola Nigeria is recruiting to fill the position of:
FRANCHISE CUSTOMER MANAGER
Job ID: 28342
Location: Lagos
JOB SUMMARY:
The Franchise Customer Manager will be responsible to drive
the customer agenda in the Nigeria. This role reports directly to the Franchise
General Manager, indirectly to the Customer Strategy Manger and has one direct
report.
More specifically regarding the customer agenda the
Franchise Customer Manager will be responsible for:
Managing a number of key acounts , Future Consumption &
Immediate Consumption, as being defined from the Business Unit.
Developing the Annual Business Plan based on the guidelines
from BU and reflecting local needs and opportunities to deliver the core Key
Business Indicators
Driving solid alignment with the Bottling partners, and
ensure timely execution and evaluation of the key activities
Supports the negotiations, led by the Bottling partners ,of
the annual commercial agreement ( pricing terms & conditions) for the key
customers
Steward the process, routines with the Customers and
Bottling partners in national level as being defined by the customer Team in
the Business Unit (BU)
Managing the relationship with the key customers in country
level within the Franchise Operations territory
Sharing best practices with the customers and the Bottling
partners.
Participating actively in the Customer and Commercial
Leadership routines
KEY DUTIES/RESPONSIBILITIES:
1. Develop robust customer strategic plans to deliver the
core customer Key Business Indicators (KBI) ( volume, revenue, SOVI, incidence,
Operating Income, Out of Stock reduction and order accuracy) and shift the
dialogue with the customers towards value creation in the Franchise Operations
(FO) level
Develop and implement the annual Joint Business Plan (JBP)
for the customers of his/her responsibility in FO, aligned with the customer’s
global or regional strategies as well as the Company’s strategic corridors.
Defines and manages the DME per customer in local level
allocation for the key customers.
Works closely with the customer team in BU and with the
Shopper Marketing Manager ( SMM) to develop shopper driven customer plans
(annual activity calendar, develop the look of success based on consumer and
shopper insights)
Drives revenue growth in the customers in national level
through OBPPC (Occasion Brand Price Pack Channel) by working closely with the
SSM and the Customer Development Manager
2. Drives robust Alignment with the Bottling partners and
with the key customer in country level
Works closely with the Customer strategy Manager to ensure
alignment with the Bottling partners and the key customer teams, in FO/country
level
Leads jointly with the customer strategy manager the
routines with the Bottling partners in FO level
Set up and steward all the process with the customers ( JBP
process, joint reviews, joint score card development, customer mapping, Top 2
Top meetings )
Works closely with Capabilities development Manager to
ensure the right capabilities are in place in national level
Works closely with the SC Manager to ensure delivery of all
the KBI’s with regards SC
3. Drive the annual negotiations with the priority customers
Defines jointly with the Nigeria Finance Manager and the
Customer Strategy Manager the optimum trade mixes for the annual negotiations
for the key customers and provides value-building solutions to local
operations.
Steward the local negotiations for top key customers,
connecting local idiosyncrasies with regional frameworks , jointly and fully
aligned with the Bottling partners
4. Tracks performance and Builds Capabilities
Works closely with the data analytics manager to develop the
joint customer scorecards and share results with local operations and
customers.
Works closely with the data analytics managers to analyze
and interpret customer sales data and evaluates the key activities of the plan
for input in business reviews and planning sessions
Analyzes the ROI on DME investment of strategic initiatives
implemented with the key customers.
Works closely with the customer team in the BU and with the
C&CL Capabilities Manger to ensure the implementation of the capabilities
plan for Nigeria ( System and Customers)
Financial/ Job Scope:
TCCC Brands/Products – TCCC Full Beverage Portfolio
TCCC Product Launches Annually – As per BP
Customer Relevance (Sales in converted US Dollars) – Focus
will be behind the following customers in Nigeria (Shoprite, Spar, Domminos
Pizza, Mr Biggs, Chicken Republic,Hilton, Intercontinental)
Countries (# of counties doing business) – Nigeria
Management Role:
Operating Budget – TBC . Customer DME , traveling, customer
meetings , best practice meetings etc.
OPEX USD influenced – As a above
Countries, BU(s), and/or Group Responsibility – FO
responsibility affecting all the countries that the key customers have business
Suppliers – None
Productivity – The creation of this capability will generate
incremental revenue through volume increase due to shopper driven activation
Communication Complexities:
Will interact with Coca-Cola, bottlers and customer senior
management, mainly at BU and national levels.
Will be required to proactively build and maintain
relationships with appropriate senior level customer management.
Will be required to interact with, persuade and influence
Coca-Cola System and Customer Senior management on various advanced customer
analytics.
Will be responsible to influence and guide analytics third
party Subject Market Experts.
Analysis:
Understands very well the customer profit model and try to
identify opportunities to create value by linking our portfolio, shopper and
consumer needs within the customer model
Provides solutions for a series of issues ( e.g. supply
chain, cash flow, new equipment, quality etc.) to create value and strengthen
the relationship with the customers
Develop an effective framework and process to improve
Customer Service across Business Unit
Aligns and influences many stakeholders ( e.g. marketing in
FO, FO General Managers, market operations managers,country managers etc.) to
drive a customer centric approach and create value for the System and the
customers.
Understands advanced analysis of customer business building
opportunities and programs/services, including insights of basket analysis,
combo meals, purchase occasions, category performance, etc.
Understand how OBPPC creates value within the customer
profit model and develops compelling proposals to the customer and to the
System
Scenario creating to identify the optimum solution across
the value creation model
Judgment and Decision Making:
The position will pioneer system wide thinking and expertise
in the area of customer management and shift the dialogue towards value
creation
Develops robust customer plans that will create value and
ensures through certain process and routines timely execution of the plans
Builds robust relationships within the System and with the
customers to ensure to optimize the benefits of the new customer model
Influencing key decision makers and stakeholders to make
final decisions (internally, System and customers) in various areas (e.g.
capabilities development, new launches in case of OBPPC, new Route To Market,
structure etc.)
Identifies value creation initiatives and connects them with
the local strategies and plans.
Actively involved in the customer BP and ABP for the
customer team
Innovation:
Set ups process and routines internally and with the
customers
Set up a process of sharing best practices
Works internally with various stakeholders to get proper
support and alignment
Builds a customer and shopper centric culture in the System
centric resulting to a new way of doing business with the key customers
QUALIFICATIONS / COMPENTENCIES / SKILLS:
Competencies:
Delivers results: takes the acountability, ensuring
productive, efficient execution against priorities. Sets streching but
realistic goals and removes barriers to ensure top quality results
Balances Immediate & Long-Term Priorities – Meets
critical objectives while considering the impact of those activities on
longer-term goals. Translates strategic direction into personal actions/plans.
Imports and Exports Good Ideas – Shares and adopts ideas in
and outside the Company. Leverages insights to inform actions or gain support.
Embraces change.
Drives Innovative Business Improvements – Develops ideas and
gains others’ commitment. Seizes opportunities that can deliver the greatest
value. Promotes an environment of creative thinking and innovation.
Develops & Inspires Others – Develops others, improving
their skills and capabilities. Provides, seeks and accepts feedback. Supports
the diverse contribution of others. Engages others through effective and
influential communication
Building Value-Based Relationships: Generating alliances
internally and externally by continuously identifying and acting on those
things that will create success for the Company and its customers, bottlers,
suppliers, communities, and governments.
Customer Focus: Making customers (external and internal) and
their needs a primary focus of one’s actions; developing and sustaining
productive customer relationships.
Communicating & influencing 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.
Lives TCCC Values & Ethics: Demonstrates the values and
ethics of The Coca-Cola Company through words, actions, and by example; fosters
an environment that reflects the values of the company.
Knowledge and Skills:
Customer development: Knowledge of customer profit model and
links our portfolio with consumer and shopper need within the customer model to
create value for the customer and the System
Negotiation skills.
Retail Merchandising and Shopper driven Category Management:
Knowledge of how to build and implement an effective in-store merchandising
program in order to drive increases in consumer purchase.
Shopper Knowledge: Knowledge of in-store consumer purchasing
behaviour in order to develop effective in-store merchandising programs.
Retailing: Knowledge of the retail industry (retailers,
competitors, trends, visual merchandising, and general business environment)
related to multiple channels.
Channels: Knowledge of specific channels of distribution,
including competitive set, target consumers and key trends, including the
ability to use information in the identification of new opportunities that are
aligned with agreed business objectives.
Portfolio Marketing & Revenue Growth Management:
Knowledge of how to build and leverage multiple brands and categories to drive
maximum value with the Customer, Shopper and Consumer.
Consumer Knowledge: Knowledge of making global Brands
connect with the consumer for long lasting preference leading to loyal
adoption.
Project Management: Establishing courses of action to ensure
that work is completed efficiently; identifies more critical and less critical
activities and tasks; effectively allocates time to complete work; coordinates
others.
Winnig and collaborative attititude; work in a new
environment with a lot of complexity, diversity and new rules of engagement
need to be done; flexibity to identify quick and win-win solutions and passion
to create a strong legacy
Solid understanding of the System (internally and with the
Bottlers)
Related Experience Requirements/ Qualifications:
7+ years of successfully demonstrated strategy development,
customer development, shopper or customer marketing, data analytics, and/or
project management skills.
Proven thought leadership in the ability to properly blend
various kinds of analyses and data sources to craft action-oriented
recommendations that drive business growth.
Proven ability to influence people and align resources
toward a common strategic goal, leveraging best-in-class approaches and
methodologies while fine-tuning them to meet specific customer needs; ability
to effectively interact and influence Senior Management.
Proven ability to lead multiple simultaneous projects with
challenging goals and objectives; proven ability to redirect resources
according to needs.
International or multi countries experience is preferred
EDUCATIONAL REQUIREMENTS:
University Bachelor’s Degree Required
Knowledge of French will be considered strong plus
Preferred Qualifications: MBA Preferred.
Cultural Diversity:
Will be exposed and must communicate primarily in English
and French
Must be proficient in social and cultural matters of all the
countries in the Business Unit.
Direct interaction with Bottlers & Customers and their
different culture and business backgrounds.
Working Conditions: Professional working conditions, with
exposure to security risks when travelling in less secure and/or underdeveloped
countries.
Travel Requirements: 30% of time required for travel mostly
in Franchise Operations countries but some to the BU
Organizational Chart:
This is a critical role within the customer engagement model
in CEWA and requires a person with solid System understanding, robust
analytical and strategic skills, positive and winning attitude strong attitude,
and drive to build a shopper culture and ability to work and deliver
exceptional results under pressure and complexity.
This position provides the opportunity for development to
gain deep knowledge of the drivers for successful integration of key business
processes, consumer marketing-customer development-sales &
execution-retailers business, required to secure a “win” with customers that
enable the Coca-Cola System to access prestigious store locations linked to
priority occasions by delivering transformational activation that creates
sustainable System value step-up.
The position is newly created and requires a winning and
changing attitude and set of skill and knowledge, such as: a clear holistic
understanding of how our system works, a proven general management background
and the ability to move strategic frameworks and principles into tangible
actions and capabilities is indispensable.
The role requires a senior manager with proven track record
in managing our business and personal credibility with the senior
constituencies that interacts and influences.
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