Director, Customer Prospection & Experience - LATAM OU

We're accelerating our momentum as the fastest growing large consumer goods company in Latin America. People are our focus when we're collaborating with our diverse network of locally connected bottling partners, and when we're returning every drop of water we use to communities and nature. We empower our employees to challenge the status quo, make bold recommendations, experiment and adapt, so we can grow together and make a great business even better.

ROLE PROFILE

DIRECTOR CUSTOMER PROSPECTION & EXPERIENCE - LATAM

KEY WORKING PARAMETERS

Focus, Scope, & Impact:

• This role is responsible for leading the design, development, and implementation of LATAM Customer Prospection and Customer Experience (CX) strategies to accelerate our portfolio growth in the market and quantum leap our Net Promoter Score performance across all channels.
• Role scope consists of 39 LATAM markets, covering 67 Bottlers operations and 4.8MM customers currently served on a weekly basis, with an average 55% NPS. This position goal is to bring +1MM net new outlets and increase +10pp to achieve 65% NPS in the next 3 years.
• Lead disruptive strategy and thinking for new customers prospection with Bottlers commercial directors through artificial intelligence algorithms and external geocoding and socio-economic data to increase KOS portfolio numeric distribution, share of visibility inventory (SOVI), and market share.
• Lead the design and alignment of KOS Customer Experience shared vision, including customer journey, superior experience, and closed the loop to address pain points, together with Bottler leadership teams over 5 years horizon, and translate it into specific implementation projects to deploy with each Bottler operation, over short-term horizon (1 - 3 years).
• Lead development of Advanced Analytics and Artificial Intelligence approaches to map out customer & consumer needs, and propose market actions, resulting in higher market share, increased sales revenue, improved margins.
• Lead LATAM Commercial Ecosystem Board with Bottlers Commercial VPs, LATAM Senior VP C&CL and LATAM VP Value to Market to accelerate 'outside-in' disruption from startups, scale ups, universities, etc.
• Provide guidance and support for investment decisions in Kamay Corporate Venture Fund (LATAM Corporate Venture Fund).

• +12 years of leadership experience in the areas of Sales, Customer, Commercial Planning & Execution, Route to Market.
• P&L impact and accountability from technology deployments
• Proven track record of artificial intelligence strategy design and machine learning algorithms deployment.
• Previous experience and track record in Startups and Corporate Venture Capital funds
• Solid analytical and conceptual skills and ability to think from planning to execution and solid system commercial and brand management.
• Solid data analytics and interpretation skills - ability to understand complex data and ability to explain to Customers, Bottlers, etc. in a way that is meaningful to their business needs.
• Customer journey process mapping and design thinking methodology

• Customer experience is an important growth lever for our LATAM System, as several studies and practical examples show that companies with loyalty customers have 2X CAGR (Bain study) and 50% of customers will switch to a competitor after one bad experience, going up to 80% in the case of more than one.
• Be KO System Subject Matter Expert (SME) on Prospection and Customer Experience, with ability to analyze multiple external data, customer and shopper insights and issues from different channels of Traditional Trade, Modern Trade and On Premise, bringing innovative thinking and design solutions for customer pain points together with Bottlers CX and Channel teams.
• Leverage new processes, procedures, technologies, and capabilities to scale solutions across LATAM Bottlers (e.g. Customer Gauge AI platform for customer experience management and Artificial Intelligence models for customer prospection).
• Accelerate our commercial transformation through deployment of innovative technological solutions based on Artificial Intelligence, Blockchain, IoT, etc
• The role is a manager of others with one HC reporting to him.

• This role interfaces with both internal and external stakeholders and key Bottling partners.
• Internal: Communication to influence different KO stakeholders from a broad range of areas, such as Sales, Commercial, Platform Services, Marketing, Supply Chain, Finance, including Zone Presidents, Zone Franchise VPs, Commercial HUB Directors.
• System: Lead negotiation with Bottlers Sales, Commercial, and Supply Chain to align and influence to accelerate Customer Experience vision and processes, including Bottlers Sales & Commercial VPs, Directors, and Supply Chain Leaders.
• External: Negotiate with Startups CEOs and other Venture Capital Heads to bring competitive solutions for KOS.
• International connection to share proven practices and learning with other OU VTM Heads and Global Commercial leaders from C&CL