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Customer Strategy Senior Manager

2 weeks ago

Harbourfront Avenue, Singapore The Coca-Cola Company Full time

**KEY WORKING PARAMETERS**

**Focus & Scope**
- Lead and deliver game-changing Retail (Super/Hyper/Minmart) customer strategies and playbooks for the Company that are deeply rooted in shopper and trade insights, to drive significant basket/purchase incidence increase, by connecting seamlessly with relevant occasions with customer and ultimately drive sustainable and accelerated growth for the Company (Net sales revenue and margin expansion). Retail customers in scope are Global, Regional, and local players (Super/Hyper e.g. Carrefour / Giant / FairPrice etc).
- Aligned with key global Retail customer team focus, lead all Retail customer planning for the Company and support the countries in creation of the Annual Retail customer plans for the top prioritized, that help deliver the Company’s strategies in the markets. This includes clear Retail customer program, calendars, picture of Success and fact-based targets and KPI’s for our markets and supporting our front lines Customer & Commercial Leadership teams in alignment with our bottlers and key stakeholders. Manage and report performance of the Top prioritized Global Retail customers.
- Support re-negotiations/JBP’s/ new pitch presentations/regular updates for our must win/top priority Retail customers with our country channel teams and bottlers. Leads customer’s satisfaction survey results (via Advantage) + action planning in alignment with our country channel teams and bottling partners.
- Work closely with the channel strategy team to deliver clear Retail customer’s strategy and imbed these strategies into our Company & country Retail customer plans. Ensure seamless alignment with the channel teams to capture end to end shopper centric solutions.
- Define, propose, align and track key execution and performance metrics for the relevant Retail customers using a fact-based approach and supporting our front-line Customer & Commercial Leadership team to align this with key stakeholders and bottlers. These KPI’s must reflect the opportunities and support deliverance of our Company’s Retail customer & channel strategies in each country.
- Work closely with the Global Retail customer team, Global Customer & Commercial Leadership team and other regional Retail customer teams to accelerate learnings through sharing of best practices and approaches that could be mutually relevant and aid better execution of our Company’s strategy.

**Impact**
- Accelerate net sales revenue growth, shoppers’ basket penetration and purchase incidence and Company’s margins as well as value share across all key Retail customers.
- Support better segmentation and system execution, enabling the right portfolio in the right outlets for the right Consumers and their key Occasion - in close partnership with global Customer & Commercial Leadership team as well as bottlers.

**Scope**

This role covers ASEAN & South Pacific (ASP) as an individual contributor role. Based on the Company’s priorities, this role will engage with key stakeholders across various markets within ASP.

**KEY SUCCESS PARAMETERS**

**Experience**
- 10+ years of leadership experience in Retail customer leadership, Commercial planning and execution with strong skills in Commercial and Retail customer Strategy, Revenue Growth Management, Segmentation and Portfolio strategy
- Proven Strategic and Analytical Skills as well as outstanding influencing skills.
- Ability to think from planning to execution and solid system financial understanding.
- Desirable to have bottler experience.

**Work Focus**
- STRATEGY DEVELOPMENT: Develop Retail customer strategy to deliver the Company’s priorities and topline revenue targets. Build a system engagement approach with customers, securing alignment on contact strategy, aligning stakeholder connects with system leadership.
- CUSTOMER COLLABORATION: Create joint business plan with customer based upon approved customer strategy (global or regional governance).
- NEGOTIATION & INFLUENCING: Negotiate complex agreements with customer(s), many of them multi-year, multi-country. Prepare business cases (growth opportunities) /scenario plans (value extraction mitigation) to facilitate effective decision making by the Company and bottlers. Deliver consistency in stewarding Coca-Cola system business results as well as profit contribution levels of our brands to customers.
- INFLUENCING THE SYSTEM: Prepare strategy and negotiation direction for the bottler and Company teams. Follow governance protocols for securing approval for negotiation and executing mandates.
- FINANCIAL MANAGEMENT: Accountable for supporting: Net Sales Revenue, Transaction, profit, NARTD (Non-Alcoholic Ready to Drink) share growth, and Customer Satisfaction. Minimize Company financial exposure in value extraction negotiations and maximize impact of pay for performance elements in international agreements.

**Communication Focus**
- Communicate with internal stakeholders and key Bottling partners.
- Inter