Head of US Pricing, Contracting, Customer Operations

Position Summary

The Head of US Pricing, Contracting and Customer Operations will operationalize and lead Commercial support of end-to-end pricing, rebating, and operations for administrating the contracting with our customers across all species (Petcare, Livestock and DX). The role will involve partnership with key stakeholders across function including BU leads. therapeutic area commercialization teams, corporate, specialty and distribution, independent pet care, DDS, marketing, sales, legal finance and ZTD organizations. The ideal candidate is a leader in operations management with strong business acumen, strong analytical expertise, experience in operations management and demonstrated experience delivering exceptional customer service.

The successful candidate must be self-motivated, detail-oriented with strong independent problem-solving skills, able to lead operations, coordinate technical solutions and be comfortable in an environment of changing priorities. They leverage data and technology to enhance customer experience, improve efficiencies, and drive process improvements. Additionally, they play a crucial role in operationalizing pricing arrangements and coordinating with distributor partners. Overall, the role contributes to Zoetis’ success by optimizing operational processes and supporting customer-centric initiatives.

RESPONSIBILITIES

Net Revenue Management: Strategy and Optimization of Pricing, Discounting, Rebating, and Promotions

• Oversee/manage key GTN levers, setting/managing processes for pricing, promotions, contracts, and distributor agreements to control net price (better enabling teams to reach GTN targets).
• Development of the financial analysis, P&L and metrics to support business cases; Full tracking and reporting of deal analytics and program impact/evaluations.
• Collaborates with key stakeholders across function to ensure contractual and pricing arrangements are operationalized, conform with corporate internal/external guidelines, and aligned with GTN initiatives.
• Oversees the annual price list change process for the U.S. market in coordination with BU leads and Therapeutic Area teams/marketing; enforces deadlines and coordinates timely notification to our distributor partners.
• Management of loyalty programs (analytics and processes) across full portfolio
• Management of Revenue Analytics Processes, tools, and system (inclusive of data collection) to track and manage full price realization to inform historical performance and guide future strategies/programs.

Contract Execution and Customer Operations

• Directs execution of incentive program administration activities, implements procedures to monitor/enforce exception parameters and promotes financial integrity in the processing of all incentive payments annually (Pricing, Rebating, Promotions)
• Collaborates with key stakeholders across function to ensure contractual and pricing arrangements are operationalized, conform with corporate internal/external guidelines, and aligned with GTN initiatives.
• Manages operations to meet contractual compliance and quality standards. Utilizes customer feedback along with analytics to drive improvements to service and processes.
• Facilitates creation and delivery of customer facing communications as well as customer inquiries on incentive achievement through payment.
• Oversight and governance for all contracting efforts (including business rules, guardrails and systems to support enterprise efforts)
• Collaborates with ZDT to resolve critical production issues, deploy solutions, and coordinate system enhancements.
• Oversees Zoetis AHI EDI Project representation and the procurement of indirect sales from channel partners.
• Utilizes customer feedback along with analytics to drive improvements to service and processes.
• Manages operations to meet contractual compliance and quality standards.

Enterprise/Leadership

• Customer obsessed: Reviews the customer journey, determines how it is best supported, and develops strategies to increase the quality of support.
• Ensure adherence to standard operating procedures, SOX requirements, and legal guidelines.
• Stay informed about industry trends, competitive landscape, and pricing dynamics.
• Provides input and support to the organization’s leadership in the area of business development, including, but not limited to joint ventures, affiliations and partnership arrangements.
• Actively coaches direct reports to optimize their performance and develop their capabilities for advancement and future opportunities.
• Fosters a positive, supportive team environment where feedback is open, ongoing, and consistent. 

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