Director, Customer Management

Position Overview
Leads Customer strategic alignment and oversees the operational relationship with both the Europe (OU) and our bottling partners CCEP and CCH.
Function Related Activities/Key Responsibilities
Leads & owns the CPS strategic and operational relationships with the Europe OU and associated bottling partners, CCEP and CCH.
Ensures strong strategic alignment across OU and Bottling partners on all E2E Supply Chain Programs and Initiatives.
Collaborates and influences strategically across the CPS network to ensure strategic TI&SC initiatives are delivered in Europe.
This includes transformation initiatives, together with the identification and implementation of E2E value creation opportunities.
Acts as the main point of escalation in relation to operational supply management.
Assures on-time and in-full supply through E2E collaboration across the system supply chain partners.
Sets direction and alignment with Franchise Managers on Bottlers relationship.
Leads the S&OP processes with Europe OU, CPS and key Bottling partners, optimizing E2E visibility and strategic volume alignment, effectively balancing business requirements with supply chain capacities and capabilities.
Also ensures the demand planning collaboration process with Bottlers (from operational demand calls to strategic ESOP projects) are aligned across all Franchise Managers, ensuring relevant connection of sales forecasts & actuals, providing real-time & accurate information to allow optimal trade-offs to the CPS supply management team.
Defines and executes the commercial and customer strategy for CPS in Europe.
Embeds a strong collaborative customer focused culture across all supporting CPS supply points.
Ensure our Customer requirements are well reflected in the strategic objectives of CPS supply points, and coordinates for issue resolution across multiple disciplines including Quality, Finance, Transportation, Manufacturing, Product Commercialization, etc., ensuring fast responses, effective & sustainable solutions for the system.
Aligns all Franchise Managers under same strategy.
As a key member of the EMEA SC Operations LT – drives a standardised approach to Customer Management frameworks, processes, organisation and metrics.
Coaches and develops Franchise Managers supporting the business in assigned OU's and drives a strong engagement and customer focused culture across team.
Works with OU and Bottler Stakeholders on business continuity, formally aligning on prioritised BCP kit lists and sharing BCP plans
Education Requirements
University degree
Related Work Experience
A minimum of 10+ years' experience in Customer Service and Strategic Relationship Management or other related Supply Chain Area within multinational organization.
Fluent written and spoken English with strong communication skills required.
Ability to operate in multi-cultural environment.
People Management: 5+ years' experience in people management roles.
Full people leadership responsibilities for Regional team (including hiring; performance reviews, goal setting, coaching and development) across several sites in different countries/Geographies
Functional Skills
Communication Complexities
: Frequent interaction across various OU LT Members and functions - OU Supply Chain, OU Tech Ops, OU Finance, OU QSE etc
Frequent interaction with bottling partners Senior Supply Chain Leaders
Key member of the EMEA SC Operations Leadership Team
Working closely with CPS Plant GM and Functional LT members - works closely with teams across several sites to manage and prevent any customer service or supply issues to bottlers located in the geography while ensuring on-time in full supply.
Analysis
: Role involves key Strategic long-term objectives and programs in large, multi-country OUs, proactively working with OU Customers, Bottling Systems and CPS Plants to assure the optimum supply/business models are in place to support changing priorities in a volatile & competitive market.
Influences operational/short-term priorities executed by direct reports, ensuring tactical decisions are aligned to strategic guidelines across the region.
Judgment and Decision Making
: Central contact for support to supply chain partners in projects or crisis.
Develop & Coordinate solutions across Partners when exposures arise due to demand fluctuations
Manage & prevent customer escalations & communication derived from quality or service issues.
Identify plans and priority areas in order to deliver E2E business process improvements and savings
Evaluate and recommend approach regarding use of new Customer Management technologies
Ensure perfect orders supply according to TCCC & country specific regulatory requirements
Innovation
: Evaluate and recommend approach regarding use of new Customer Management technologies.
Effectively embed sustainable process and system enhancements to prevent reoccurrence of supply/financial/system risk
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