The Coca-Cola Company (NYSE: KO) is the world's largest beverage company, refreshing consumers with more than 500 sparkling and still brands. Led by Coca-Cola, the world's most valuable brand, our Company’s portfolio features 15 billion dollar brands including Diet Coke, Fanta, Sprite, Coca-Cola Zero, vitaminwater, Powerade, Minute Maid, Simply, Georgia and Del Valle. Globally, we are the No. 1 provider of sparkling beverages, ready-to-drink coffees, and juices and juice drinks. Through the world's largest beverage distribution system, consumers in more than 200 countries enjoy our beverages at a rate of 1.7 billion servings a day. With an enduring commitment to building sustainable communities, our Company is focused on initiatives that reduce our environmental footprint, support active, healthy living, create a safe, inclusive work environment for our associates, and enhance the economic development of the communities where we operate. Together with our bottling partners, we rank among the world’s top 10 private employers with more than 700,000 system employees. For more information, please visit www.thecoca-colacompany.com or follow us on Twitter at twitter.com/CocaColaCo.
Franchise Customer Manager – Nigeria
JOB SUMMARY:
The Franchise Customer Manager will be responsible for driving the Customer and Commercial agenda in Nigeria. This role reports operationally to the Franchise General Manager, and functionally to the Customer Strategy Manager. It has one direct report.
Leading the customer agenda as follows:
Managing the Franchise key accounts , Future Consumption & Immediate Consumption, as may be defined from the Business Unit. Developing the Annual Business Plan based on the guidelines from BU and reflecting local needs and opportunities to deliver the core Key Business IndicatorsDriving solid alignment with the Bottling partners, and ensure timely execution and evaluation of the key activitiesSupport the negotiations, led by the Bottling partners,of the annual commercial agreement ( pricing terms & conditions) for the key customersSteward routines with the Customers and Bottling partners at national level as defined by the customer Team in the Business Unit (BU)Managing the relationship with the key customers in country level within the Franchise Operations territorySharing best practices with Customers and the Bottling partnersParticipating actively in the Customer and Commercial Leadership routines
Overseeing the commercial Agenda as follows:
KEY DUTIES/RESPONSIBILITIES:
1. Develop strategic plans to deliver the core customer Key Business Indicators (KBI) (volume, revenue, SOVI, incidence, Operating Income, Out of Stock reduction and order accuracy) and shift the dialogue with the customers towards value creation in the Franchise Operations (FO) level - 20%
Develop and implement the annual Joint Business Plan (JBP) for the customers of his/her responsibility in FO, aligned with the customer’s global or regional strategies as well as the Company’s strategic corridors.Defines and manages the DME per customer in local level allocation for the key customers.Works closely with the customer team in BU and with the Shopper Marketing Manager (SMM) to develop shopper driven customer plans (annual activity calendar, develop the look of success based on consumer and shopper insights)Drives revenue growth in the customers in national level through OBPPC (Occasion Brand Price Pack Channel) by working closely with the SSM and the Customer Development Manager
2. Drive robust Alignment with the Bottling partner and with key customers at country level - 20%
Works closely with the Customer Strategy Manager to ensure alignment with Bottling partners and the key customer teams, in FO/country level
Leads jointly with the customer strategy manager the routines with the Bottling partners in FO levelSet up and steward all the processes with the customers ( JBP process, joint reviews, joint score card development, customer mapping, Top 2 Top meetings )Works closely with Capabilities development Manager to ensure the right capabilities are in place in national levelWorks closely with the SC Manager to ensure delivery of all the KBI’s with regards SC3. Drive the annual negotiations with the priority customers - 10%
Defines jointly with the Nigeria Finance Manager and the Customer Strategy Manager the optimum trade mixes for the annual negotiations for the key customers and provides value-building solutions to local operations.Steward the local negotiations for top key customers, connecting local idiosyncrasies with regional frameworks , jointly and fully aligned with the Bottling partners4. Tracks performance and Builds Capabilities - 10%
Work closely with the data analytics manager to develop the joint customer scorecards and share results with local operations and customers.Work closely with the data analytics managers to analyze and interpret customer sales data and evaluate the key activities of the plan for input in business reviews and planning sessionsAnalyze the ROI on DME investments of all initiatives implemented with key customers.Work closely with the customer team in the BU and with the C&CL Capabilities Manger to ensure the implementation of the capabilities plan for Nigeria ( System and Customers)
5. Commercial Excellence - 10%
6. Drive the OBBPC agenda – 10%
7. Strategy Development to drive profitable growth/occasions – 10%
8. Development, Opportunity Identification, Revenue Maps and System profitability – 10%
Best Practice Sharing:
FINANCIAL/ JOB SCOPE:
TCCC Brands/Products - TCCC Full Beverage Portfolio
TCCC Product Launches Annually - As per BP
Customer Relevance (Sales in converted US Dollars) - Focus will be behind the following customers in Nigeria (Shoprite, Spar, Domminos Pizza, Mr Biggs, Chicken Republic,Hilton, Intercontinental)
Countries (# of counties doing business) - Nigeria
Management Role:
Operating Budget - TBC . Customer DME , traveling, customer meetings , best practice meetings etc.
OPEX USD influenced - As a above
Countries, BU(s), and/or Group Responsibility - FO responsibility affecting all the countries that the key customers have business
Suppliers - None
Productivity - The creation of this capability will generate incremental revenue through volume increase due to shopper driven activation
COMMUNICATION COMPLEXITIES:
Will interact with Coca-Cola, bottlers and Customer senior management, mainly at BU and national levels.Will be required to proactively build and maintain relationships with appropriate senior level customer management.Will be required to interact with, persuade and influence Coca-Cola System and Customer Senior management on various advanced customer analytics.Will be responsible to influence and guide analytics third party Subject Market Experts.ANALYSIS:
Understands very well the customer profit model and try to identify opportunities to create value by linking our portfolio, shopper and consumer needs within the customer modelProvides solutions for a series of issues ( e.g. supply chain, cash flow, new equipment, quality etc.) to create value and strengthen the relationship with the customersDevelop an effective framework and process to improve Customer Service across Business UnitAligns and influences many stakeholders ( e.g. marketing in FO, FO General Managers, market operations managers, country managers etc.) to drive a customer centric approach and create value for the System and the customers.Understands advanced analysis of customer business building opportunities and programs/services, including insights of basket analysis, combo meals, purchase occasions, category performance, etc.Understand how OBPPC creates value within the customer profit model and develops compelling proposals to the customer and to the SystemScenario creating to identify the optimum solution across the value creation modelDeveloping an agenda to advance knowledge in the key areas of responsibility (e.g. RGM)Moving from objective to a well-articulated plan of action; by mapping, formulating and bringing into achievable steps all opportunities within area of responsibility.Develop an effective framework and process to improve RGM capability across the Franchise.JUDGMENT AND DECISION MAKING:
The position will pioneer system wide thinking and expertise in the area of customer management and shift the dialogue towards value creationDevelops robust customer plans that will create value and ensures through certain process and routines timely execution of the plansBuilds robust relationships within the System and with the customers to ensure to optimize the benefits of the new customer modelInfluencing key decision makers and stakeholders to make final decisions (internally, System and customers) in various areas (e.g. capabilities development, new launches in case of OBPPC, new Route To Market, structure etc.)Identifies value creation initiatives and connects them with the local strategies and plans.Actively involved in the customer BP and ABP for the customer teamIdentifies value creation initiatives and connects them with the local strategies and business plans.Sets the agenda and the work plan for the development of RGM, Immediate Consumption Strategy across the Franchise.INNOVATION:
Set ups process and routines internally and with the customersSet up a process of sharing best practicesWorks internally with various stakeholders to get proper support and alignmentBuilds a customer and shopper centric culture in the System centric resulting to a new way of doing business with the key customersSUPERVISORY RESPONSIBILITIES: Commercial Excellence Manager(Direct) Key Account Managers(dotted)
QUALIFICATIONS / COMPENTENCIES / SKILLS:
Competencies:
i. Delivers results: takes the acountability, ensuring productive, efficient execution against priorities. Sets streching but realistic goals and removes barriers to ensure top quality results
ii. Balances Immediate & Long-Term Priorities – Meets critical objectives while considering the impact of those activities on longer-term goals. Translates strategic direction into personal actions/plans.
iii. Imports and Exports Good Ideas – Shares and adopts ideas in and outside the Company. Leverages insights to inform actions or gain support. Embraces change.
iv. Drives Innovative Business Improvements – Develops ideas and gains others’ commitment. Seizes opportunities that can deliver the greatest value. Promotes an environment of creative thinking and innovation.
v. Develops & Inspires Others – Develops others, improving their skills and capabilities. Provides, seeks and accepts feedback. Supports the diverse contribution of others. Engages others through effective and influential communication
vi. Building Value-Based Relationships: Generating alliances internally and externally by continuously identifying and acting on those things that will create success for the Company and its customers, bottlers, suppliers, communities, and governments.
vii. Customer Focus: Making customers (external and internal) and their needs a primary focus of one's actions; developing and sustaining productive customer relationships.
viii. Communicating & influencing effectively: Conveying information and ideas in a clear, meaningful, and timely manner; providing information to ensure understanding; solicits input from the audience during the communication.
ix. Lives TCCC Values & Ethics: Demonstrates the values and ethics of The Coca-Cola Company through words, actions, and by example; fosters an environment that reflects the values of the company.
Knowledge and Skills:
i. Customer development: Knowledge of customer profit model and links our portfolio with consumer and shopper need within the customer model to create value for the customer and the System
ii. Negotiation skills.
iii. Retail Merchandising and Shopper driven Category Management: Knowledge of how to build and implement an effective in-store merchandising program in order to drive increases in consumer purchase.
iv. Shopper Knowledge: Knowledge of in-store consumer purchasing behaviour in order to develop effective in-store merchandising programs
v. Retailing: Knowledge of the retail industry (retailers, competitors, trends, visual merchandising, and general business environment) related to multiple channels.
vi. Channels: Knowledge of specific channels of distribution, including competitive set, target consumers and key trends, including the ability to use information in the identification of new opportunities that are aligned with agreed business objectives.
vii. Portfolio Marketing & Revenue Growth Management: Knowledge of how to build and leverage multiple brands and categories to drive maximum value with the Customer, Shopper and Consumer.
viii. Consumer Knowledge: Knowledge of making global Brands connect with the consumer for long lasting preference leading to loyal adoption.
ix. Project Management: Establishing courses of action to ensure that work is completed efficiently; identifies more critical and less critical activities and tasks; effectively allocates time to complete work; coordinates others.
x. Winnig and collaborative attititude; work in a new enviroment with a lot of complexity,diversity and new rules of engagement need to be done; flexibity to identify qucik and win-win solutions and passion to cretae a strong legacy
xi. Solid understaning of the System ( internally and with the Bottlers)
RELATED EXPERIENCE REQUIREMENTS/ QUALIFICATIONS:
12+ years of broad commercial practice of which 7years must be spent on demonstrated strategy development, customer development, shopper or customer marketing, data analytics, and/or project management skills.Proven thought leadership in the ability to properly blend various kinds of analyses and data sources to craft action-oriented recommendations that drive business growth.Proven ability to influence people and align resources toward a common strategic goal, leveraging best-in-class approaches and methodologies while fine-tuning them to meet specific customer needs; ability to effectively interact and influence Senior Management.Proven ability to lead multiple simultaneous projects with challenging goals and objectives; proven ability to redirect resources according to needs.International or multi countries experience is preferredEDUCATIONAL REQUIREMENTS:
University Bachelor’s Degree RequiredKnowledge of French will be considered strong plusPREFERRED QUALIFICATIONS: MBA Preferred.
CULTURAL DIVERSITY:
Will be exposed and must communicate primarily in English and FrenchMust be proficient in social and cultural matters of all the countries in the Business Unit.Direct interaction with Bottlers & Customers and their different culture and business backgrounds.WORKING CONDITIONS: Professional working conditions, with exposure to security risks when travelling in less secure and/or underdeveloped countries.
TRAVEL REQUIREMENTS: 50% of time required for travel mostly in Franchise Operations countries but some to the BU
ADDITIONAL INFORMATION:
Organizational ChartThis is a critical role within the customer engagement model in CEWA and requires a person with solid System understanding, robust analytical and strategic skills, positive and winning attitude strong attitude, and drive to build a shopper culture and ability to work and deliver exceptional results under pressure and complexity.§ This position provides the opportunity for development to gain deep knowledge of the drivers for successful integration of key business processes, consumer marketing-customer development-sales & execution-retailers business, required to secure a “win” with customers that enable the Coca-Cola System to access prestigious store locations linked to priority occasions by delivering transformational activation that creates sustainable System value step-up.The role requires a senior manager with proven track record in managing our business and personal credibility with the senior constituencies that interacts and influences.JOB SUMMARY:
Play a key role in the development and implementation of effective communication and stakeholder engagement strategies to grow the reputation of our Company and Brands and support the business goals in Nigeria.Boost the Company’s communications impact across the media spectrum (print, broadcast and social) to increase awareness and recognition of the economic and social impact of the Coca-Cola business and engage our various audiences.Champion Ambassadorship through leveraging internal communication (including Coca-Cola Journey) and volunteering opportunities to inform, engage and inspire our system associates.Engage and collaborate with the bottling partner as appropriate on system and external communication initiatives.Monitor and evaluate the impact of our communication on the company’s reputationSupport Sustainability communications work for our key initiatives, including 5by20, RAIN, PET Recycling
KEYDUTIES/RESPONSIBILITIES:
COMMUNICATION COMPLEXITIES:
ANALYSIS:
Issues management in Media, Government and Community relations – should possess the requisite personal and professional skills and be able to leverage Company resources to effectively manage issues. The incumbent will support the IMCR process through developing and managing crisis communications, including media messaging and engagement.
JUDGMENT AND DECISION MAKING:
Required to advise the PAC Manager and Company management on strategic communication which impact the Company’s image and reputation and the effective management of high profile, risk situations.
INNOVATION:
This role will have responsibility for developing and adapting new media properties and tools to substantially shift our internal and external communications engagements from traditional to evolving digital/social platforms, including launching and effectively maintaining the Coca-Cola Journey magazine for Nigeria.
RELATED EXPERIENCE REQUIREMENTS/ QUALIFICATIONS:
Technical Skills:
Creative writing
Multimedia design tools
Social media usage & blogging
Media Relations
Issues & crisis management
Project management
Budget management
Generic Competencies:
Drives Innovative Business Improvements: Develops new insights into solutions that result in organizational improvements; promotes a work environment that fosters creative thinking, innovation and rational risk-taking.
Balances Immediate and Long-Term Priorities: Seeks to meet critical objectives while considering the impact of those decisions and activities on the ability to achieve long-term goals.
Delivers Results: Focuses on the critical few objectives that add the most value and channels own and others' energy to consistently deliver results that meet or exceed expectations.
Imports and Exports Good Ideas: Relentlessly seeks, shares and adopts ideas and best practices in and outside the Company and embraces change introduced by others.
Develops and Inspires Others: Builds and maintains relationships that motivate, guide, and/or reinforce the performance of others toward goal accomplishments. Develops self and others to improve performance in current role and to prepare for future roles; seeks and provides feedback and coaching to enhance performance.
Lives the Values: Demonstrates the values of The Coca-Cola Company through words, actions, and by example; fosters an environment that reflects the values of the company.
Required Experience
More than 7 years’ experience in Communications or Public Relations functions.
PREFERRED QUALIFICATIONS: University Degree preferably in Communication, Journalism or English Language and related fields
CULTURAL DIVERSITY:
Alignment and engagement with diverse business cultures
Ability to appreciate and engage with a diverse community of media with different objectives and views
Ability to instill trust across cultural diverse group of media
TRAVEL REQUIREMENTS:
20% to 30% across local and international travels.
ADDITIONAL INFORMATION:
This job has a direct impact on employee engagement and ambassadorship as well as on the Company’s internal and external image, reputation and social license.
The Coca-Cola System workforce in Nigeria is about 5,000 in 13 bottling plants and more than 70 depots across the country – effective deployment and leverage of the Coca-Cola Ambassador programme requires the incumbent to collaborate intensely with HR and the bottling system to inform, inspire and engage our associates.
Nigeria has an extensive media landscape dominated by privately owned, highly competitive and critical dailies and broadcast stations. In this context, it becomes imperative to ensure effective and consistent communication of Coca-Cola’s success story, business impact and sustainability footprint. This is crucial to shaping our Company’s image, building our reputation and strengthening our social license – all of which are critical to the sustainability of our business in this market.
At The Coca-Cola Company you can cultivate your career in a challenging and dynamic environment. We are the largest manufacturer and distributor of nonalcoholic drinks in the world-selling more than 1 billion drinks a day. Unlock your full potential with a future-focused company that is known and respected throughout the world.
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