Senior Director, Customer - ASEAN & South Pacific Operating Unit

Focus, Scope, & Impact:

Job scope: Develop System aligned, customer strategy with our Customers in ASEAN & South Pacific (ASP) to drive value creation, new acquisitions, customer satisfaction and help manage the long-term partnership.

• Lead, design and implement integrated long, mid-term strategies for our Customers in ASP with in-market teams to accelerate Incidence, Revenue and Margin growth by bringing in the 'voice of the customer' into our TCCC program design early and thus maximize relevance and execution at the POP/ 'shop floor'
• Key Deliverables are: Support development of Customer-relevant occasion and portfolio development plans in alignment with in-market teams, defining shopper relevant category bundles and mechanics, an impactful calendar of activation that ties in with our customers' activation cycles, briefing marketing accordingly for communications requirements and in outlet experiential requirements, as well as aligning execution requirements with OUs operations and bottlers. This is inclusive of Revenue pools/ Targeting of occasions, shopper types, bold OBPPC approaches to drive the right assortment, SKU optimization, product and equipment innovation, value to market playbooks.
• Partner with OU category leads to deliver occasion activation with relevance for our consumers and customers and make integrated through the line approaches our default mode while including experiential marketing in all relevant channels/environments.
• Support management of key accounts with in-market teams
• Work with our in-market teams and bottling partners to drive customer capabilities in the territory
• Lead and help with customer acquisition efforts

• 10+ years strategic leadership roles with customers. Bottling experience or Foodservice experience is ideal.
• Experience across ASEAN / South Pacific ideal.
• Business experience across multiple functions (RGM, commercial, categories and/or channels)
• Strong financial and business system acumen, and foundational understanding of consumers.

• STRATEGY DEVELOPMENT: Develop customer strategy within our system business priorities and topline revenue targets. Build system engagement approach with customers, securing alignment on contact strategy, aligning stakeholder coverage map with System leadership, including senior management role in customer relationships.
• CUSTOMER COLLABORATION: Drive the right Customer Value Proposition with each customer, in collaboration with bottling partners; engage in joint business planning with customers based upon approved customer strategy (global or regional governance).
• WINNING PLANS: Develop strategic plans to unlock growth opportunities, focused on occasion development, trip conversion, outlet expansion as well as portfolio expansion. Co-develop shopper/channel RGM elements with bottling partners. Builds calendar of activation, brief marketing for comms requirements, co-develop channel development plans with bottlers, support priority key customer relationships with tailored activations when necessary.
• NEGOTIATION & INFLUENCING: Negotiate complex agreements with customer(s), many of them multi-year, multi-country. Prepare business cases (growth opportunities) /scenario plans to facilitate effective decision making by BUs and bottlers. Deliver consistency in stewarding Ko system business results as well as profit contribution level of our brands to customer
• INFLUENCING THE SYSTEM: Prepare strategy and negotiation direction for bottler and KO OU C&CL input. Follow governance protocols for securing approval for negotiation and executing mandate.
• FINANCIAL MANAGEMENT: Accountable for: NSR growth, Transactions growth, System profit, Beverage incidence, NARTD share and Customer Satisfaction. Minimize system financial exposure in value extraction negotiations and maximize impact of pay for performance elements in international agreements. Manage customer specific DME as well as DME allocated to perform the work in scope.
• CAPABILITY BUILDING: Develop and implement capability building plans in the area of customer management, in collaboration with System partners and support functions.

• External: Communicate directly with several senior level customer profiles, including up to CEO engagement. Adept at communicating KO and bottler business strategies, brand strategies, sustainability as well as an ability to connect opportunities based upon the customers' business strategy.
• Internal: Interacts with both operational and senior system leaders. Must be able to succinctly steward the business opportunities as well as risk. Must be able to engage with both bottling leadership in a market on implications beyond the individual customer as well as giving clear directions to the bottler sales teams working on that customer. Must be proficient at effectively handling customer issues and misalignments in a manner that is both objective, transparent, as well as balanced while positively contributing to the customer relationship.