JOB PURPOSE:
- Ensuring the optimal balance of service and cost for specific Customers and especially the compliance of Customers to Logistics Trade Terms.
- Driving the interface with Customer Supply Chain teams, managing customer relation, leading joint initiatives and developing partnerships for specific Customers (e.g. VMI, OSA, etc…)
- Ensuring internal alignment with Sales, Finance and Supply Chain teams for specific Customers
- Guaranteeing an efficient management and an operational excellence from order to cash.
ACCOUNTABILITIES:
1/ SAFETY:
Focus on safety: Logistics Key Accounts Manager is highly aware of the importance of Safety in and out of office and acts as ambassador of HEINEKEN Safety First Culture with our Customers.
2/ CUSTOMER SERVICE STRATEGY:
Contributes to overall Customer Service Strategy. Devises and executes the long-term logistics operational strategy for their customers in line with CS & Logistics and Sales Strategy - with a particular focus on delivering optimal balance of service levels and cost as % of revenue and customer satisfaction.
Manages and promotes communication and cross-functional collaboration with Sales and Finance
Executes external communication with customers, ensuring trustful customer relations and Customer Satisfaction
Uses TPM methodology and Customer Value Pillar as tool-kits for continuous improvement as well as External Benchmark
3/ ORDER MANAGEMENT AND CUSTOMER RELATIONSHIP MANAGEMENT:
Supports the execution of order processing flow from acquisition to billing/cash for their customers
Collaborates with Order Specialist on specific customer issues/queries/complaints. Acts as escalation if needed.
Actively uses and contributes to the one-source of E2E customer information together with Sales, Trade Marketing, Finance and CS&L.
4/ CUSTOMER PROFITABILITY & NEGOTIATION WITH CUSTOMERS:
Actively drives insights on Customer Profitability by:
- Monitoring Cost-2-Serve (C2) per Customer
- Collaborating with Finance to integrate C2S in Customer P&L.
- Continuously improving C2S by coordinating business cases creation with customers
Owns and manages the Logistics Trade Terms (LTT) agreements with Customers, while ensuring:
- Development of LTT agreements
- LTT agreements are measured, tracked, reviewed, and enforced
Negotiates with customers from the perspective of logistics.
5/ CUSTOMER COLLABORATION & JOINT VALUE CREATION:
Gains top management sponsorship
Implements Joint Supply Chain Plan with Customers
Facilitates links between the right people in both companies.
Forges strong personal relationships with key customers and supply management at all levels.
Detects opportunities and implements Supply Chain collaboration initiatives with Customers aiming at joint value creation.
6/ MANAGEMENT INFORMATION REPORTING:
Provides clear and accurate information on Customer Service performance via:
- Managing the reporting of service level agreements, costs and KPIs (internally and externally) (ex: Case Fill Rate, Cost to Serve, OSA…)
- Joint Scorecard with Customers
- Ensuring there are clear metrics across all KPIs
Ensuring Root Cause Failure Analysis on KPIs
7/ ORGANIZATION AND PEOPLE MANAGEMENT:
Actively drives a customer centric culture in the team and ensures cross-functional alignment.
Effectively organizes and manages a team of people by:
- Having right team members and roles in-place
- Driving an aligned and focused culture through clear performance targets and regular one-on-ones
- Implementing personal development programme including competencies development
Leads and/or contributes to cross-functional projects on a need basis
Actively shares with other OpCos and contributes to Global CS capabilities and CS community on a need basis
