Customer Operations Lead, Kroger -West

Job Description

Are You Ready to Make It Happen at Mondelēz International?

Join our Mission to Lead the Future of Snacking. Make It With Pride.

The Kroger Customer Operations Lead is responsible for leading the day-to-day partnership between Customer Business Teams and Retail on Biscuit, Confections, and Bars categories.  The Customer Operations Lead ensures open dialogue is always achieved, supplying a foundation for a long-term strategic partnership and resolution on sometimes difficult business decisions. Emphasis is placed on expanding and elevating our long-term relationship by linking the goals and vision of the customer and Mondelēz to deliver a great end experience to the consumer. The Customer Operations Lead is the first point of contact for the assigned customers for flawless execution of Customer Plans, Perfect Store & Digital Commerce.

Key Responsibilities

Flawless Execution of Plans and Priorities (Internal & External)

• Promotional Plans – Collaboration and Accountability to Execute with Excellence
• Winning Key Drive Times – Scale the plan to win share during the most critical periods (IRI/Nielsen/DMI)
• Perfect Store – Display & Shelving Principles, Occasion Displays: Right Snack at the Right Time

Communicate Expectations

• Create Purchase Moments – Leverage all avenues for selling. SMG, E-Commerce, Digital Activation
• Leverage Success – Share bold ideas and how the idea enables the customer to win in the marketplace.
• Joint-Partnership – Strategic planning with the customer to ensure sustained growth.
• Supply Post Analysis – Follow thru on all commitments. What worked and What did not (Continuous Improvement)

Drive Best in Class Service with the Customer (Field Focus)

• Customer and Retail Linkage – Leads DSD retail to see the vision of the Customer and how Mondelēz is an integral part of the customer���s go to market strategy.
• Right Service at the Right Time – Collaborate for the Good of  the Customer & Mondelēz (BEAM)
• Collaborate Effectively with Retail and CS&L partners – Solution oriented. Supply the best service and shopping experience for the consumer.

Ways of Working

With the Customer

• VP Merch & VP OPS – Lead Division Top to Tops. Annual Meeting with coordinated Progress check-in
• Grocery & Drug GM Merchandiser – Planning & Execution to Win Market Share. Monthly & Quarterly
• Center Store Specialists – Accountability to Execute the Sales Plan, Deliver on Service Commitments

With Customer Business Teams

• Eyes and Ears in the Field – Communicates competitive activity and execution opportunities.
• Sharing with Others- Successes, Big Wins and Bold Ideas
• Live Our Values – Lead by example with Mondelēz and with the customer.

Within Retail & CS&L Partners

• Region Director/District Manager/Logistics Connectivity – Team selling, LPT face of CBT & Customer
• Establishes In-Store Best Practices – Preparation for key drive times, ready to sell in every store.
• Communication – Weekly Sales planning, Customer Initiatives - Identifying the most critical points to ensure flawless execution.

More about this role

Education / Certifications:

• Bachelor's degree preferred

Job specific requirements:

Leadership Skills

• Strategic thinking and planning
• Strong negotiation/critical thinking skills.
• Superior people skills (verbal, non-verbal)
• Ability to establish and maintain effective relationships with the customer, retail, logistics, and brokers.

Financial Acumen

• Understanding of P&L, sales & revenue, share, and growth drivers.
• Proficiency in forecasting demand and revenue for responsible Customer & Categories
• 3-5 years of experience including a strong sales background with exceptional understanding of business processes

Analytics: 

• Strong analytical skills: able to analyze customer, consumer and category data and make business building decisions.
• Ability to plan, organize and set priorities. Meet deadlines and be able to adapt in a rapidly changing environment.
• Read and Interpret Mondelēz  & Category Data. Leverage data to build proper strategic plans with the customer.
• Extensive knowledge of category and/or Mondelez portfolio specific to category
• Prior operational forecasting experience and analyzing consumer trends.

Travel requi