Manager, C&CL - Customer Service Systems

Location: Gurugram, HR IN
Job ID: R-46393
Time Type: Full time
Relocation: No
Post Date: 6 Jan 2021
Job Posting End Date: February 12, 2021

This Role works with the VTM roles on horizontal expansion with a focus on designing the customer service systems, tools, infrastructure & processes to ensure we can serve new customers to the highest standard as we expand.

• To analyze the VTM structure to ensure fulfilment of the bottlers in terms of structure, servicing and costs.
• To plan out the ideal VTM structure in consultation with the Bottlers with a focus on the last mile to the customer
• To make an operational plan for reaching the ideal VTM structure and customer service, with responsibilities and milestones to review the execution of the plan.
• To lead the team of VTM project executives in executing the VTM plan. To be in the market along with the VTM project team and be in the fore front of the execution of the VTM plan e.g. appointing new distributors, C&F agencies etc.
• To be in constant touch with the sales team to get feedback on any gaps in VTM execution Stock Availability
• Ensure availability of relevant SKUs at the distributors as per the agreed Norm. To set the norms in consultation with the sales team of the bottler to drive HE

• To lead the team of VTM executives and support them in managing the distributors, implementing systems & software at distributor locations.
• To build sustainable business relationship with all bottlers and ensure distributor satisfaction. Visiting and understanding distributors/bottlers regularly to enhance infrastructure utilization
• Ensure TPM implementation at all distributor go downs. AR / COL has to be as per credit policy and there should not be any write offs.

• Drive Implementation of continuous replenishment strategy with bottlers and better utilization of assests
• Facilitate the monthly audit of quantity and age of physical stocks at distributor and drive / train the distributor warehouse team on   FIFO and empties management. Ensure TPM implementation at all distributor go downs.

• 3-5 years of FMCG sales/marketing experience or 3-5 years of data analytics experience within CPG companies

• Moderate Communication complexity : The incumbent is required to communicate with internal and external stakeholders across functions. Specifically internal customers are operations, finance supply chain teams. Externally project based engagement is needed with bottlers/bottler commercial teams.

Please populate the below with 5 functional skills required for success in the job

• Route to market
• Commercial planning
• Integrated system execution
• System economics
• Distributor management

• System planning
• Value to market
• (Shopper/ Channel) marketing & commercial
• Customer management
• Supply chain

We are taking deliberate action to nurture an inclusive culture that is grounded in our company purpose, to refresh the world and make a difference. We act with a growth mindset, take an expansive approach to what’s possible and believe in continuous learning to improve our business and ourselves. We focus on four key behaviors – curious, empowered, inclusive and agile – and value how we work as much as what we achieve. We believe that our culture is one of the reasons our company continues to thrive after 130+ years. Visit Our Purpose and Vision to learn more about these behaviors and how you can bring them to life in your next role at Coca-Cola.
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