Job Responsibilities

Leads and deploys the RTM Power map assessment (to be: RTC Powermap assessment). Define roadmap with short term and long-term projects, including quantification of deliverables. Responsible for tracking implementation and cross functional leadership of the project team.  Define optimal RTC mix (Direct vs Indirect, Contact strategy) including digital and non-digital elements to maximize coverage at optimal cost. RTC strategy and initiatives included in AP process. Work with Commerce, CS&L and other functions to design and implement actions plans to solve Customer pain points and improve NPS. Increase salesforce coverage and reach (ND) of the selected products in the total market universe Ensures continuous review of sales processes and makes adjustments (coverage model, customer segmentation, visit frequency, Route planning,) Support PICOS measurement and reporting Develops a plan for optimal implementation of Commercial Assets (Fridges, DBE’s, Brand Promotors) to support the growth ambition, according to PICOS.   Drive progressive mindset, performance driven, engaging and open-minded attitudes. Develop capability and desired culture for team and individuals through role-modelling, coaching, mentoring and other necessary means of people development tools. Leads the x-functional project team for RTC assessment. Ensures E2E RTC process is established and all roles, responsibilities & processes are clearly defined. Timely and proactive stakeholder management (x-functional and cross-initiative/ x-system and across all layers) and involvement in decisions (Supply Chain, CSLP, Finance, Marketing, Trade Marketing, B2B, data analytics) Leads RTC capability development across functions and layers together with Capability department Leads the x-functional internal and external project teams for RTC transformation journey (pilot and roll out). Define and align on project’ scope, KPIs and deliverables, team members, timelines, clear roles and responsibilities. Regularly track deliverables, identify potential gaps and ways of improvement. Provide recommendations on a go or no-go assessment for the project stages. Ensure timely update and permanent information flow within key stakeholders and project team members. Provide inputs on project budget process, ensure budget compliance (spent vs budgeted)  Work with digital team to Evaluate effectiveness and role of digital channels and integrates into the RTM configuration Leveraging data for commercial team action-planning Monitor competitor digital development and feedback   Develop and implement CC Roadmap Drive direction of CC team to be align with business priorities Provide advice & guidance to MTs on course of action of customer satisfaction Setup OpCo-wide campaigns to drive a CC mindset by seeking collaboration cross-functionally Report progress on metrics and CC roadmap Customer Centricity Team Capability Question Methodology & Measurement Develop, maintain, and own Sample Size Model Elevate Survey Capability of the team

Job Requirements

 

Bachelor’ Degree and 2 -3 years of experience on customer insights, customer- experience management, voice of customer, or any other related fields. At least 2 to 3 years working experiences in banking, insurance, telecom, FMCGs, Audit firm, or research. Strong communication skills, presentation, meeting facilitation Strong research background and analytical skills Outstanding project management and organizational skills. Excellent time management and multi-task task management Strong understanding of value drivers for the customers’ needs and able to capture mutual business benefit for the company. Preferred experiences in project management, research analysis, and any business case study/analysis. Experiences in working with multiple stake holders and managing expectation. Strong interpersonal skills and stakeholder management Effectively partner & co-operate with all functions Ability to think End-to-End across functions Empathy towards customers and employees Seniority to act on MT level and influence Passion for delivering result, taking ownership Resilience in breaking through barriers and bringing the right escalation points to the MT