Director Account Operations

Director E2E Account Operations

Purpose & Overall Relevance for the Organization:

E2E Account operation is the foundation for a successful Wholesale business and is enabling the Sales Organization achieving its strategic goals. The role will drive the execution of the strategic vision across LAM countries. The responsibility is to ensure the consistent implementation of digital, automated solutions and standard processes across countries to ultimately empower the local teams to drive profitability, organizational efficiencies, and offer the appropriate Service Levels per customer groups.

 

Key Responsibilities: 

OVERALL REGIONAL SCOPE
•    Set the vision and direction to create traction and drive the team to focus and impact.

•    Steer the co-creation and execution of the E2E Account operations strategic plan aligned with Wholesale stakeholders and E2E countries leads. 

•    Act as main point of contact for E2E Account operations countries team to gather demands and remove friction point.

•    Develop a seamless collaboration and communication model with the Heads of E2E Account operations across countries as well as Sales Directors. 

•    Act as Single Point of Contact to Global WHS Sales Development. Represent the Market in global relevant forums, ensure collaboration.

•    Ensure a constant communication flow about status of business solutions and key initiatives to main WHS stakeholders and project-related functional teams.

 

E2E ACCOUNT OPERATIONS STRATEGY EXECUTION
•    Be an advocate of process standardization and harmonization across countries based on the business requirements setting us up to win the continent. 

•    Lead and promote successful roll-out of Global Wholesale solutions (e.g. Click, Assist, automation through EDI…).

•    Create clear execution roadmap aligned with key stakeholders and countries for roll-out (e.g. Automation, EDI, Sell out, etc). Ensure constant communication and timely execution.

•    Promote Digital tools within the Market sales community and collects requirements. Manage and prioritize country/market requests in collaboration with Global DSS and Global Sales teams.

•    Ensure close collaboration with regional supply chain team, looking for excellence in execution. Define priorities and clear action plans to develop key initiatives such as VAS reduction, direct shipment increase, Responsiveness, etc. Act as the Regional WHS point of contact for operational excellence related topic and ensure constant communication to countries.

•    Work closely with Data and Analytics, Sales analytics, 3rd party provider to ensure capabilities availability to set up the business for success, ultimately enabling data visibility such as sell-in, sell-out, market share for better decision making.

•    Ensure consistent execution of Wholesale policies & procedures across countries. Act as main point of contact for Global Wholesales, Internal control, GBS in case of audit for Customer service, DSS, sales operations. 

DEVELOP PEOPLE & DRIVE CULTURE
•    Create platform via subcommunities, enabling best practice sharing and implementation across markets. Ensure prioritization of relevant topics, clear definition of timelines and owners. Constant communication to Sales directors, relevant stakeholders about progress and potential roadblocks.

•    Develop an effective and efficient E2E Account operations organization and prepare the teams for the future (Coaching, monthly touch base, etc).

•    Ensure a harmonized organizational blueprint (incl. segregation of duties) and service level in alignment with the Global & Regional Wholesale Strategy and priorities.

•    Develop consistent Job Descriptions based on the organizational blueprint, desired service model and task mapping.
•    Responsible to onboard new E2E lead from countries with the E2E Account operations strategy, support designing functional strategy aligned with country business needs.

Key Relationships: 

•    Global: WHS Sales Development, Tech, DSS
•    Regional: DPC, Market place transformation, GBS, Tech, DNA, Legal, Finance, SCM, NTP, etc
•    Countries : E2E Account operations team, Sales Directors, Commercial team, SCM
•    External : EDI, Sell out data and other external providers

 

Knowledge, Skills and Abilities: 
•    High degree of commercial and business acumen, including knowledge of Wholesale end-to-end business models.

•    Enhanced functional skills with strong systems, tools and process knowledge in Sales, Customer Service, Sales operations.

•    Proven track record of successfully managing a team and projects in a complex matrix organization.

•    Service mindset and excellent planning, organizational and project management skills.