Customer Lead Key Accounts
4 weeks ago
**We Go Places How about you?**
Immediate Superior: Customer Lead Key Accounts
Location: Caoe Town / Sandton
Function: Customer Services
Sub Function: Customer Replenishment
Type of Contract: Permanent
Reference Number: 110696
Closing Date: 17/05/2024
The Customer Lead manages the relationship for dedicated customers to drive revenue by ensuring service excellence, drive profit at optimal cost as a % of revenue and drive customer satisfaction and be perceived as the Customer’s preferred supplier.
KEY RESPONSIBILITIES
- Ensuring the optimal balance of service and cost for the specific Customers and especially the compliance of the Customers to Logistics Trade Terms & service strategy.
- Driving the interface with Customer Supply Chain teams, managing customer relation, leading joint initiatives and developing partnerships for identified Customers.
- Ensuring internal alignment with Sales, Commercial and Supply Chain teams for identified Customers.
- Drives Cost-2-Serve & identify improvements opportunities together with stakeholders (e.g. Analyst) & Customers
**Customer Service Strategy**
- Contributes to overall Customer Service Strategy. Devises and executes the long term logistics operational strategy for their customers in line with CS&L and Sales Strategy - with a particular focus on delivering optimal balance of service levels and cost as % of revenue and customer satisfaction.
- Manages and promotes communication and cross-functional collaboration with Sales and Finance
- Executes external communication with customers, ensuring trustful customer relations and Customer Satisfaction
- Uses TPM methodology and Customer Value Pillar as tool-kits for continuous improvement as well as External Benchmark
**Orders Management and Customer Relationship Management**
- Support during onboarding customer process (LTT, ordering etc.)
- Collaborates with Order Specialist on specific customer issues/queries/complaints. Acts as escalation if needed.
- Actively uses and contributes to the one-source of E2E customer information together with Sales, Trade Marketing, Commercial and CS&L.
- Challenge status quo based on customer feedback to optimize the order management process
**Customer Profitability & Negotiation with Customers**
- Actively drives insights on Customer Profitability by:
- Monitoring Cost-2-Serve (C2S) per Customer
- Collaborating with Commercial to integrate C2S in Customer P&L.
- Continuously improving C2S by coordinating business cases creation with customers
- Advice customer order strategy & negotiate LTT to improve C2S
- Owns and manages the Logistics Trade Terms (LTT) agreements with Customers, while ensuring:
- Development of LTT agreements
- LTT agreements are measured, tracked, reviewed, and enforced.
- Negotiates with customers from the perspective of logistics.
**Customer Collaboration & Joint Value Creation**
- Gains top management sponsorship.
- Implements Joint Supply Chain Plan with Customers
- Facilitates links between the right people in both companies.
- Forges strong personal relationships with key customers and supply management at all levels.
- Detects opportunities and implements Supply Chain collaboration initiatives with Customers aiming at joint value creation.
**Management Information Reporting**
Provides clear and accurate information on Customer Service performance via:
- Managing the reporting of service level agreements, costs and KPIs (internally and externally) (ex: Case Fill Rate, Cost to Serve, OSA )
- Joint Scorecard with Customers
- Ensuring there are clear metrics across all KPIs.
- Ensuring Root Cause Failure Analysis on KPIs
**People Management**
- Actively drives a customer centric culture in the team and ensures cross-functional alignment
- Manage people development initiatives and people development processes such as performance management, succession planning and talent management to meet functional performance standards.
- Assess team development needs and close gaps through coaching, training and creating a pro-learning environment.
- Ensure operational team performance through effective management within policies and procedures to ensure achievement of standards/objectives.
- Leverage relationships between key stakeholders, customers and working groups through personal contact, meetings, and reviews of service level agreements to achieve buy-in in terms of total customer satisfaction.
- Agree on personal performance goals and achievement thereof.
- Demonstrating the Corporate Values and Behaviours.
- Drive own development to ensure knowledge and skills remain current.
**Risk and Issue Management**
- Identify, mitigate and manage risks and control measures proactively.
- Conduct root cause analysis of risks and create action plans to mitigate these.
- Resolve issues identified with Customer Services management team.
**Governance and Compliance**
- Ensure compliance to Heineken Beverages Policies and governance procedures.
- Develop, maintain a
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