Director, Customer Strategy and Governance

Job Description Summary:

Customer Strategy & Governance

We are seeking a candidate to lead our System Customer Strategy Development and Governance with E2E performance management. The successful candidate will be responsible for ensuring the effective and efficient development and governance of customer strategies, enabling the company to swiftly capture growth opportunities through rapid response and agile decision-making. This pivotal role emphasizes strategic thinking, driving alignment and synergy across the organization in customer management and implementation processes.

What You'll Do for Us

System Customer Strategy Leadership:

• Develop and enforce a standardized Key Account definition to drive uniformity and consistency across the entire system. Utilize customer segmentation as a guiding principle to establish tiered solution offerings, differentiated governance, investment guidelines, and other applicable strategies to ensure strategic coherence in customer management across the system.
• Deploy Customer Investment Guiding Principles: Implement standardized guiding principles for customer investments using a PTC framework with certain conditions based on segmentation and drive PTC management process to ensure consistent Customer P&L monitoring.
• Drive strategic initiatives implementation: Evaluate customer strategic value and their suitability for deep collaboration and initiative implementation (e.g., CBP, MYP, CRM, etc.)

• Orchestrate system customer OpCom for strategic alignment, performance reviews, and key initiatives discussion.
• Facilitate decision-making in collaboration with key stakeholders across functions.
• Standardize system R&R and processes to drive Key Account business growth while maintaining accountability throughout the customer development and management journey.

• Drive system Key Account performance reviews with actionable insights.
• Conduct customer surveys to monitor satisfaction scores, analyze data for improvements, and implement strategies to enhance customer loyalty.
• Digitalize Key Account data to ensure efficient analysis

• Proven experience in leading customer strategy development and governance, with a strong focus on strategic thinking in Commercial Strategy & Planning.
• Demonstrated ability to drive alignment and synergy across multiple functions and stakeholders.
• Excellent communication and interpersonal skills, with the capability to effectively engage and influence stakeholders at all levels.
• Strong business acumen, adept at business analysis and connecting the dots to drive actionable insights.
• Experience in developing, enforcing, and managing standardization and guidelines on segmentation, investment, and customer trading terms, etc
• Strong financial acumen.
• At least 8 years of experience in the FMCG sector, with a minimum of 3 years in key account management.
• Bachelor's degree or above