Job Summary:

To influence and facilitate client objectives and relationships in order to assist in the achievement and delivery of strategic organisational objectives.

Key Responsibilities and Deliverables:

Effective input to strategy and tactical plans in line with Business Unit and Client strategic direction and objectives

Participate in BU strategy sessions and provide valuable input at a business unit level Participate in business planning process at client Engage with client plans and interrogate previous plans and performance against agreed plans, ensuring comprehensive understanding and alignment to client strategic objectives Ensure comprehensive understanding of client strategic objectives through interaction with relevant stakeholders Manage stakeholder expectations in terms of operational complexities and ensure synergy of operations and strategy Manage and maintain operational requirements and expectations versus capability and capacity Provide various operational and strategic proposals in line with greater strategy Determine a strategic action plan including implementation steps in conjunction with operations and Client Executive and present to the relevant stakeholders Regularly analyse relevant data and conduct gap analyses to determine delivery of strategies and plans

 

Effective client satisfaction

Attend regular meetings to update client and BU Develop solutions that have minimal negative impact on or compromise clients Determine solutions to problems that may occur or have already occurred Communicate and engage with clients regarding sales figures, service levels, forecasts, allocations etc. Determine current service levels through communication with clients Manage client expectations in line with contract Attend various meetings with the client to gain a holistic understanding of the business as well as its operational needs Provide valuable and effective operational input into client meetings Ensure continual focus on improved delivery/client relationships and optimisation of service offering Partake in category forums

 

Effective stakeholder engagement and relationship management

Interface between client needs and operations, ensuring effective communication at all times Actively build, maintain and grow strong relationships with Client and relevant departments, Customer and internal stakeholders Review plans and optimise processes including third parties Manage effective flow of information Negotiate and manage transition of operational execution in conjunction with Business Unit Manco team Determine service level impacts on business unit’s service offering and agreements Involvement and influence on effective and efficient cycle planning. I.e. POS allocation etc. Ensure communication to business unit stakeholders regarding client specific objectives Support and liaise with Operations with regards to relevant business processes Engage with operational team to facilitate and support achievement of excellence

 

Business growth and sustainability

Source new business opportunities in line with operational capabilities Grow current business and identify cross selling opportunities within the Group Develop sales proposals and present to relevant client Continuously assess risks and implement measures to mitigate these Identify industry trends and best practices to ensure that proactive measures are taken to remain competitive and relevant within the industry Monitor current business and new business development and stay abreast of changes and performance within the business

 

Knowledge advisory for operational excellence and effectiveness

Advise operations on resourcing requirements based on additional execution requirements Act as a source of knowledge and information regarding all operations to client Provide guidance as to suitable processes and standard operating procedures Monitoring and measurement of operational activities and feedback to client Identify bottleneck and workload impacts to ensure efficiency and make suggestions on improvement Make recommendations to improve service delivery to operations and client Formulate and present relevant report data to the necessary stakeholders Present comparative analyses of sales records and targets with the use of graphs or presentations Communicate insights and trends to relevant stakeholders Compile and submit feedback ad-hoc reports such as sales figures, recurring problems, promotional needs, innovations, forecasts etc. to measure business and operational performance Ensure the integrity of reporting and feedback to client Present an analysis of reports to clients and business to provide business update

 

Effective self-management

Follow through to ensure that personal quality and productivity standards are consistently and accurately maintained Demonstrate consistent application of internal procedures Plan and prioritise, demonstrating abilities to manage competing demands Demonstrate abilities to anticipate and manage change Demonstrate flexibility in balancing achievement of own objectives with abilities to understand and respond to organizational needs

Key Competencies

Critical thinking                                                                                                                                

Organisational awareness                                                                                                           

Conceptual thinking                                                                                                                       

Establishing networks                                                                                                                   

Impact & influence                                                                                                                         

Industry & business awareness                                                                                                 

Judgement & decision making                                                                                                   

Agility                                                                                                                                                   

Performance & results driven                                                                                                    

Resilience & stress management                                                                                              

Service excellence                                                                                                                          

Quality & detail excellence