• Customer Collaboration Manager Jobs in Ghana - 26175978

  • Diageo India Pvt Ltd
  • Ghana

Job Description:

Job TitleCustomer Collaboration Manager Ghana Level 5A Reports To Vice President E2EC Customer Experience Department DBS

Context/Scope

Diageo Business Services (DBS), a multi-functional global shared services function established to liberate and equip markets to deliver the Diageo Performance Ambition This is achieved through

The delivery of world class end to end process execution;
Generating performance enhancing insights from data;
Providing CPG leading digital capabilities and solutions;

Under-pinned by secure and stable operations and putting customers and consumers at the heart of everything we do

GGB Plc is a Public Company Approx 125M Net Sales
80 PERCENT Diageo Owned
No of employees Approx 600 across 2 brewery sites

GGB Plc operates in five drinks categories Stout, Larger, RTD, Malt & Spirit categories It controls over 50 PERCENT market share of Beer,RTD and Malts and is the market leader in spirits

Dimensions;

Financial

The role will be pivotal in ensuring the efficient and effective day to day running of the OTC business process, supporting the Finance Director in the forecasting and submission of accurate & timely month end and year-end financial information This role also escalates and find solutions to risk exposures

Market Complexity

GGB Plc is a Public Company Approx 125M Net Sales
80 PERCENT Diageo Owned
No of employees Approx 600 across 2 brewery sites

GGB Plc operates in five drinks categories Stout, Larger, RTD, Malt & Spirit categories It controls over 50 PERCENT market share of Beer,RTD and Malts and is the market leader in spirits

Leadership Responsibilities & capabilities

The role is expected to play a significant leadership role in delivering business change and outcomes There is a wide range and high degree of stakeholder management required to ensure delivery of the OTC process in Ghana

Excellent communications skills and ability to influence, establish and build key relationships with the below stakeholders is key

E2EC Africa Lead
Sales Director
Diageo Africa Finance
Finance Director
Marketing, Purchasing, Sales & Supply managers
Controls, Compliance and Ethics Director
External Auditors (Eg KPMG)
Diageo Business Services team

Purpose of Role

To support the E2EC Africa Lead and the local Finance & Sales Directors in the continuous improvement of the end to end OTC process in order to drive further value for the business This role also escalates and find solutions to risk exposures This will be achieved by developing a world class OTC process, with robust controls, the minimum manual intervention and transactions processed right first time

Top Accountabilities

Commercial Strategic Projects - Work closely with commercial on trade route to market strategies and implementation Process Improvements

Monitoring of mandatory OTCs KPIs and trends to maximise the market performance & course correct where necessary to ensure best possible performance
Identification & implementation of OTC process enhancements & improvements in support of the businesss continuous improvement agenda towards world class process execution
Takes ownership for delivering on promises, speaks up when operational standards are slipping
Monitor the Sales Ledger balance and aged debt profile and pro-actively manage timely cash receipts and the DSO target achievement, working through the Credit team in SSC and markets to achieve this Supports with cash steering committee prep and attendance where relevant

Compliance and Risk Management

Review of sales invoiced to physical goods dispatched, Shipments vs Depletions to define what credible SIT levels for full and empties should be in other to minimise credit exposure but maximise growth potential
Provision of OTC financial information on adhoc basis to senior management and ensuring a CARM compliant Order Management control environment for GGB plc
Providing guidance regarding OTC processes & execution queries to senior management and internal/external auditors
Management of reclamation of goods in the event of account closure, own the interaction with customers for settlements as required

Customer interactions

End to End oversight of customer issue resolution and escalation point for order and returns management etc to ensure customer satisfaction and excellent service level
Ad hoc customer visits to offer training support for process and compliance policy adherence
Monthly customer performance deep dive and engagement on sales, payment & default patterns and empties management patterns with the priority being any distressed, high risk customers and high growth potential customers

Investing Talent

Provision of coaching & support to build a high performing OTC in market specialists through capability development, mentoring, establishing the staircase of talent & effective succession planning

Qualifications and Experience Required

Demonstrated experience in FMCG environment
Strong customer handling skills and service-oriented
Proven ability to develop & lead teams
Demonstrated stakeholder management
Demonstrated ability to stand up for business principals
Minimum of 3 years in PQE commercial environment, supporting the delivery of business improvement
Has significant financial knowledge and willingness to improve day-to-day
Has strong interpersonal and communication skills
Ability to analyse measures and to understand business impact
Makes suggestions on improvement actions to achieve business goals and improve business performance
Solution-oriented

Barriers to Success in Role

Inability to connect & build positive relationships
Lack of understanding of the commercial & demand agenda within Guinness Ghana Breweries Ltd
Lack of demonstrated leadership qualities
Lack of demonstrated skills regarding stakeholder engagement & management

Worker Type

Regular

Primary Location

Achimota Brewery

Additional Locations

Profile Summary:

Employment Type : Full Time
Eligibility : Any Graduate
Industry : Consumer Durables/FMCG, Manufacturing/Industrial
Functional Area : IT Software : Software Products & Services
Role : Software Engineer
Salary : As per Industry Standards
Deadline : 12th Aug 2020

Key Skills:

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