Director, Customer Management - North

Focus & Scope

• Lead and deliver game-changing CVS/ QSR customer strategies and playbooks for the OU 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 System (NSR and margin expansion). CVS/QSR customers in scope are Global, Regional, and local players.

• Aligned with key global CVS/QSR customer team focus, lead all CVS/QSR customer planning for the OU and support the countries in creation of the Annual CVS/QSR customer plans for the top prioritized, that help deliver the OU strategies in the markets. This includes clear CVS/QSR customer program, calendars and fact-based targets and KPI's for our markets and supporting our front lines CCL teams in alignment with our bottlers and key stake holders. Manage and report performance of the Top prioritized Global CVS/QSR customers.

• Support re-negotiations/JBP's/ new pitch presentations/regular updates for our must win/top priority CVS/QSR customers with our country channel teams and bottlers. Leads the Advantage survey results + action planning in alignment with our country channel teams and bottling partners.

• Work closely with the Bundle strategy team to deliver clear CVS/QSR customer bundle strategy and imbed these strategies into our OU & country CVS/QSR customer plans. Ensure seamless alignment with the bundle teams to capture end to end shopper centric solutions.

• Define, propose, align and track key execution and performance metrics for the relevant CVS/QSR customers using a fact-based approach and supporting our front-line CCL team to align this with key stakeholders and bottlers. These KPI's must reflect the opportunities and support deliverance of our OU CVS/QSR customer & bundles strategies in each country.

• Work closely with the Global CVS/QSR customer team, GCCL and other OU CVS/QSR customer teams to accelerate learnings through sharing of best practices and approaches that could be mutually relevant and aid better execution of our OU strategy.

• Accelerate NSR growth, TCCS basket and purchase incidence and system margins as well as value share across all key CVS/QSR customers in the OU.

• 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 C&CL as well as bottlers

• 10+ years of leadership experience in CVS/QSR customer leadership, Commercial planning and execution with strong skills in Commercial- and CVS/QSR customer Strategy, RGM, 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.

• STRATEGY DEVELOPMENT: Develop CVS/QSR customer strategy to deliver the ASP OU priorities and topline revenue targets. Build a system engagement approach with key 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 OU and bottlers. Deliver consistency in stewarding KO 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 OU teams. Follow governance protocols for securing approval for negotiation and executing mandates.

• FINANCIAL MANAGEMENT: Accountable for supporting: NSR, Transaction, System profit, NARTD share growth, and Customer Satisfaction. Minimize system financial exposure in value extraction negotiations and maximize impact of pay for performance elements in international agreements.

• Communicate with internal stakeholders and key Bottling partners.

• Internal: Communication of CVS/QSR customer-specific opportunities, priorities and plans to the OU leadership team and other Senior Management

• System: Communication and alignment of key strategic initiatives by CVS/QSR customer/bundle as well as their key business drivers, KO System strategic direction/ priorities and performance with senior bottler leaders

• External: Communicating with senior leaders of major CVS/QSR customers, key advisors, and other stakeholders to progress and successfully deliver on key business development initiatives per CVS/QSR customer.