Manager, Customer Engagement and Value Creation

Coca-Cola strives to be the most valuable partner for our customers. You will lead the establishment and introduction of the Customer Collaboration & Innovation Center (KO Lab), highlighting TCCC's strategic priorities and competitive advantages through compelling storytelling. Your responsibilities include enhancing customer engagement by providing insights and sharing best practices. You will work closely with key account teams to ensure a seamless customer experience and drive continuous improvement in customer engagement sessions.

What You'll Do for Us

Lead the Setup of Customer Collaboration & Innovation Center (KO Lab) and Customer Engagement Sessions, with compelling storytelling from a consumer-centric & customer-back perspective to inspire value creation:

• Spearhead the establishment of the KO Lab from a consumer-centric and customer-back perspective to effectively showcase TCCC's strategic priorities and competitive advantages.
• Design the visitor journey and experience within the KO Lab, ensuring it demonstrates TCCC's market leadership and innovative solutions with compelling storytelling.
• Incorporate CFV mindset and tools for precise and objective-driven customer session preparation.
• Enhance customer engagement by providing valuable insights and sharing industry best practices to inspire win-win collaboration.
• Develop and deliver engaging presentations and demonstrations to customers, highlighting the unique value TCCC brings.
• Listen to customer feedback, capture and analyze insights to identify opportunities and areas for improvement.
• Work closely with key account teams to drive continuous improvement in customer engagement sessions.

• Continuously monitor and analyze industry trends, technological advancements, and competitor initiatives to identify new opportunities for innovation.
• Conduct regular benchmarking of competitor strategies and solutions to ensure TCCC maintains a competitive edge in the industry.
• Ensure the KO Lab is equipped with state-of-the-art technology, modern infrastructure, and the necessary tools to facilitate innovation and customer engagement. Fully leverage high-tech solutions such as AI and other cutting-edge technologies to elevate the customer experience.
• Provide thought leadership and strategic insights to senior leadership on emerging trends and their potential impact on TCCC's innovation strategy.
• Develop frameworks and processes for incorporating external innovation and best practices.
• Foster a culture of innovation and creativity within the Coca-Cola system by encouraging cross-functional collaboration and the exploration of new ideas.

• Ensure that all KO Lab initiatives are aligned with TCCC's strategy, mission, and long-term business goals (e.g., PACE, OBPPC, etc.).
• Collaborate seamlessly with cross-functional teams to ensure KO Lab demonstrations drive significant value and relevance.
• Regularly review and adjust the focus of the KO Lab to respond to evolving business needs and market conditions.
• Regularly evaluate the performance and impact of the KO Lab, making data-driven adjustments to continuously improve its effectiveness.

• Bachelor's degree with a minimum of 5 years of experience in the FMCG or beverage industry, preferably in a customer-facing role.
• Strong understanding of customer experience management and engagement strategies.
• Excellent communication, storytelling, and presentation skills, with the ability to convey complex ideas simply and effectively.
• Ability to work collaboratively with cross-functional teams and build strong relationships with stakeholders.
• Highly self-motivated and results-oriented, with a passion for innovation and continuous improvement.
• Proven experience in leading innovation centers or similar initiatives.
• Strategic thinker with problem-solving abilities.