Senior Director, Customer & Commercial Capabilities

Location(s):

United States of America

City/Cities:

Atlanta

Travel Required:

26% - 50%

Relocation Provided:

No

Job Posting End Date:

July 5, 2024

Shift:

Job Description Summary:

Position Overview: 

This role will be responsible for developing a multiyear capability strategy rooted in data-driven insights to enable the organization to deliver on Stage 3 Growth. The role will partner closely with the different customer and commercial spaces (e.g. RGM, Customer Value Creation, etc.) to enable a complementary, future-back capabilities strategy. This includes identifying and closing both - critical gaps that exist today as well as the differentiated Customer and Commercial capabilities required for the future to enable incidence-, transactions-, topline- and margins growth. This role is key to bringing “outside in” thinking and working across the organization to provide a future-back point-of-view and recommendation designing and leading the development of tailored Customer and Commercial capability frameworks and solutions. The role will connect both existing and new capabilities towards integrated capability building to enable higher conversion in all key channels and purchase modes with coherent capability initiatives in commercial and customer teams.
 

Key Accountabilities

• Use data, analytics and external benchmarks to lead the development of a fully integrated, consumer-centric & customer-back capability strategy in close partnership with the Global Customer Governance Board to enable the TCCC Growth Strategy.
• Lead a networked community of global Customer & Commercial capability leads to deliver across the Operating Units and Bottlers
• Identify set of global capabilities for Customer & Commercial associates that positions the functions to win and encourages internal growth and development. For example, this includes building and scaling the right skills and capabilities to:
  • enable the scaled CVP deployment, execute affordability and premiumization strategies, deliver the right margins narrative and expand the use of AI driven optimization of key P&L levers for customers - with the right negotiation counterparts for trip conversion and weekly+ growth.
  • build financial acumen in customer and commercial teams as part of our Customer Value Proposition deployment at scale to enable consistent, capable communication around our financial impact for customers (focusing on GMROII that is taking broader benefits into account than the typically used commercial margins),
  • manage Retail Media Networks (RMN) in an effective and integrated way with Marketing to translate the RMN opportunity into consistent structural agreements that enable effective and efficient recruitment.
  • deliver joint, integrated Sustainability initiatives with Customers as they expect us to lead joint action proactively led by fully integrated, business centric strategies that enable delivery of topline-growth and WWW commitments.
• Lead the development, implementation and adaptation of Customer and Commercial capability curriculums and delivery platforms. This includes integrating and driving global adaptation for tools and resources that already exist, including existing core commercial capabilities like RGM, RTM and RED academy into a holistic customer and commercial capability strategy, as well as developing new tools, resources, and learning programs.
• Develop and execute comprehensive change management plans to drive adoption across the organization.
• Establish and track key performance indicators (KPIs) to measure the success of tools and resources and use analytics to identify areas for improvement.
• Consult and contribute across the TCCC Learning organization to design, develop, and test learning content.
• Champion and lead a culture of learning, experimentation and knowledge sharing across the function
• Direct functional onboarding and emersion programs and plans for global Customer & Commercial community
• In strong partnership with HR, support the talent strategies to drive best-in-class, unique and memorable experiences throughout the talent’s lifetime with TCCC.

Candidate Profile

• Executive leadership presence and strong collaboration style to effectively work with many senior leaders to bring well rounded points of view that consider overall TCCC and system implications.
• Experience in challenging business status quo and propose/implement innovative solutions
• Works effectively across the network to ensure alignment and buy-in from key stakeholders

Experience & Background

• 10+ years in various Customer & Commercial and/or other