Senior Director, Customer & Commercial Capabilities

Location(s):

United States of America

City/Cities:

Atlanta

Travel Required:

26% - 50%

Relocation Provided:

Job Posting End Date:

January 15, 2025

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

• Responsible for development and implementation of a vision, roadmap and actionable plan for Customer and Commercial Transformation capability curriculum for the global community.

• Connect with other functions’ capabilities leaders to leverage, share and bridge common or overlapping capability tools, e.g. Franchise, Marketing
• Responsible for baselining of core capabilities and existing “core curriculum” bridging current diagnostic and vision for the global C&C team of tomorrow (C&C transformation capability agenda)
• Partner with a global network across TCCC and with the OU capability leads community to establish a holistic and streamlined capability plan and calendar that can operate globally & locally.
• Support crafting of the C&C transformation roadmap and the implementation of transformation initiatives, prioritized experimentations via routines and formats that help removing barriers, spark inspiration and learning, allocate resources and thought leadership.
• Embed tracking of transformation metrics and progress routines within C&C and across the system (bottlers, OU business plan, finance etc.).
• Partner with leading edge partners to bring future focus capabilities for the C&C organization and beyond (AI and gen AI use for productivity, 10X mindset, future back capabilities, design thinking, scrum, agile methodologies).
• Design a modern, personalized and fit for purpose learning and development experience for every C&C associate with various levels of proficiency.
• Establish a learning culture within the global C&C community.
• Act as a change agent of C&C Transformation.
• Act as a key business leader internally within C&C team and leverage collective knowledge by sharing knowledge and experience across.
• Role model meaningful and intentional meetings, learning experiences, curiosity towards adopting new skills and tools.
• 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.
• 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