National Customer Operations Manager (Sales Operations/Trade Operations)

Role:

- Devise annual strategy of Customer Operations and manage operations agenda of Customer Operations nationwide, including key pillars of Demand Forecast, Customer Service (Ordering & COS Management) for all customers, Sales Reporting, Sales target setting & performance tracking, Pricing Analysis & Consultation

- Directly manage and be responsible for Sales volume of company's Export business

- Build functional capabilities of Customer Operations team via training/coaching and be responsible for driving continuous improvement agenda of all services under Customer Operations scope via project management & intra/cross-functional team leadership

What you'll do

- Sales AOP Target Management:

+ Collect, prepare, cascade AOP Volume target by monthly/yearly to all channels/location

+ Review the consolidated target from all locations/channels break down to each sales member & distributor; work with related departments to justify cause of change & get input from EVP Customer Development

+ Work with planning/marketing to define the growth of each Category/monthly phasing/channel growth and get input from EVP Customer Development to finalize

+ Quarterly tracking & update the Forecast of these above AOP item

+ Work with Sales finance team to create PDR Financial Index for SDs

- Export Management:

+ Responsible for Export volume of total SPVB, manage end-to-end from contracting to sales orders & delivery

+ Contract management:

- Work with Pepsi Region to get the export authorization & cascade to NCOE to follow up

- Manage contract progress executed by NCOE

+ For Indirect export:

- Discuss & negotiate with customer on pricing & support item

- Advise NCOE on all arising indirect exportation demand from other local companies

- Demand Forecast & Stock Allocation

+ Lead the total Demand Forecast pillar of Sales nationwide to produce final periodic (weekly/monthly/quarterly) forecast as input for Demand Planning team further process

+ Create template for monthly SNOP updating & release to SD & Customer Operations Manager to execute

+ Review consolidated Sales locations demand (TT/OT), identify abnormal data, justify sudden surges or plumps, accuracy level of all components to makeup location result (Compare vs YAGO, Volume AOP, History data, ITM calendar, promotion activities traffic); share key highlights & get approval from EVP Customer Development to finalize nationwide result

+ Send SNOP FCST to PA & update the FCST post SNOP based on the capacity of supply; together with PA NW manage nationwide collaboration between SO & PA to ensure the stock norm by SKU on COS, by DC, meet sales demand

+ Ensure timeliness & accuracy of Customer Operations locations weekly forecast update to SD/PA for timely react; allocate & balance daily stock among DCs to fulfill demand needs, work with PA for supply solutions (slow moving, etc.)

+ Review the progress of actual volume vs target & highlight the issues

- Pricing Analysis:

+ Collaborate with Planning to process TT pricing, align on plan & get approval

+ Manage the accuracy level & advise National Customer Operations Executive on advanced issues of MT pricing activities

+ Ensure the timeliness & accuracy of PSP creation & approval process by NCOE

+ Manage budget allocated within RTM related to Customer Operations activities

- COS Management & Daily Order:

+ Manage topline customer service status daily, ensure daily sell-in volume achieved as plan; lead cross-functionally to solve highlight complex issues related to sales order & COS system, involving nationwide teams (TMKT/IT/Control/PA)

+ Manage customer service enhancement agenda for all channels (TT/OT), actualize strategic directions from EVP Customer Development/Comex Director - RTM Strategy/CD Director - Sales Operations as well as supporting Customer Operations Managers by outlining the WoW between AFH and TT sales channel, clarify on new model and impact on other customer service aspects for OT customers during & post RTM Re-model period so as to maintain daily operations without unnecessary interruptions.

- Sales Reporting:

+ Provide strategic direction for Sales reporting agenda nationwide

+ Lead Customer Operations Managers & team to analyze nationwide reporting needs, come up with solutions to ensure data & key insights relevant are shared frequently & periodically to timely support business decision making (including but not limited to Sell-in/Sell-out target, results, core Sales KPIs - in collaboration with other departments/teams, etc.)

+ Lead the setup & maintenance of reporting system nationwide for both internal and external customers, including creation of operations guideline & communications to stakeholders regarding the system launch & update; ensure one stop-shop quality level with high trust & awareness from stakeholders

+ Continuously monitor accuracy & validity of reporting system, simplify & standardize reporting templates among locations, leverage & share best practice for improved productivity and service level; build habits & mindset of business stakeholders (both frontline and supporting function peers) to maximize usage of the Customer Operations report system

+ Lead the integration of offline reporting system onto current IT BI system online, drive the automation efforts to maximize technology in sales reporting

+ Coach team in identifying new opportunities add value to business decision making with data analytics, build data analytics capabilities for team

Provide advanced mechanics & personalized analysis for more complex/on-demand topics for EVP CD/CD Dir - Sales Ops/Comex Dir - RTM Strategy/Board level.

- Payment & Distributor Communications:

+ Manage nationwide customer communications activities (especially Distributors); Responsible for all information sent to distributors on promotion, price, company policies or new programs/requirements for Distributor through Customer Operations team

+ Review CD Department communications materials before send-out to field from NCOE

+ Align cross-functionally with related departments to review all distributor legal documents (contract/annex) that follow and cascade to field through NCOE for execution

+ Capture current, setup & review end-to-end payment activities to Distributors/DCR, collaborate with Control & other related functions to adjust SOA/SOP, review Distributors COL, etc. as needed

+ Lead team to solve all issues related to payment, ensure OTIF & high accuracy payment activities

- Others:

+ Other ad-hoc requests to support business

+ Other tasks as assigned by Line Manager

Requirements

- Bachelor degree, major in Marketing/ Economics/ Commerce is preferred.

- At least 8 years experiences of sales operations/customer facing role in FMCG

- Sales planning & analysis is a must; Sales finance knowledge is an advantage

- Strong communication/ interpersonal skills to communicate effectively

- Strong Leadership, ability to lead big team, planning skills, deliver results through people; ability to plan out & execute short & Mid-term (1-3 years) strategy

- Advanced problem-solving skills, collaboration & working cross-functionally

- Ability to setup new team, processes & system, integration, operations management

- Advanced English skills