Job Summary:

To influence and facilitate client objectives and relationships in order to assist in the achievement and delivery of strategic organisational objectives.

Key Responsibilities and Deliverables:

Effective input to strategy and tactical plans in line with Business Unit and Client strategic direction and objectives

• Participate in BU strategy sessions and provide valuable input at a business unit level
• Participate in business planning process at client
• Engage with client plans and interrogate previous plans and performance against agreed plans, ensuring comprehensive understanding and alignment to client strategic objectives
• Ensure comprehensive understanding of client strategic objectives through interaction with relevant stakeholders
• Manage stakeholder expectations in terms of operational complexities and ensure synergy of operations and strategy
• Manage and maintain operational requirements and expectations versus capability and capacity
• Provide various operational and strategic proposals in line with greater strategy
• Determine a strategic action plan including implementation steps in conjunction with operations and Client Executive and present to the relevant stakeholders
• Regularly analyse relevant data and conduct gap analyses to determine delivery of strategies and plans

Effective client satisfaction

• Attend regular meetings to update client and BU
• Develop solutions that have minimal negative impact on or compromise clients
• Determine solutions to problems that may occur or have already occurred
• Communicate and engage with clients regarding sales figures, service levels, forecasts, allocations etc.
• Determine current service levels through communication with clients
• Manage client expectations in line with contract
• Attend various meetings with the client to gain a holistic understanding of the business as well as its operational needs
• Provide valuable and effective operational input into client meetings
• Ensure continual focus on improved delivery/client relationships and optimisation of service offering
• Partake in category forums

Effective stakeholder engagement and relationship management

• Interface between client needs and operations, ensuring effective communication at all times
• Actively build, maintain and grow strong relationships with Client and relevant departments, Customer and internal stakeholders
• Review plans and optimise processes including third parties
• Manage effective flow of information
• Negotiate and manage transition of operational execution in conjunction with Business Unit Manco team
• Determine service level impacts on business unit’s service offering and agreements
• Involvement and influence on effective and efficient cycle planning. I.e. POS allocation etc.
• Ensure communication to business unit stakeholders regarding client specific objectives
• Support and liaise with Operations with regards to relevant business processes
• Engage with operational team to facilitate and support achievement of excellence

Business growth and sustainability

• Source new business opportunities in line with operational capabilities
• Grow current business and identify cross selling opportunities within the Group
• Develop sales proposals and present to relevant client
• Continuously assess risks and implement measures to mitigate these
• Identify industry trends and best practices to ensure that proactive measures are taken to remain competitive and relevant within the industry
• Monitor current business and new business development and stay abreast of changes and performance within the business

Knowledge advisory for operational excellence and effectiveness

• Advise operations on resourcing requirements based on additional execution requirements
• Act as a source of knowledge and information regarding all operations to client
• Provide guidance as to suitable processes and standard operating procedures
• Monitoring and measurement of operational activities and feedback to client
• Identify bottleneck and workload impacts to ensure efficiency and make suggestions on improvement
• Make recommendations to improve service delivery to operations and client
• Formulate and present relevant report data to the necessary stakeholders
• Present comparative analyses of sales records and targets with the use of graphs or presentations
• Communicate insights and trends to relevant stakeholders
• Compile and submit feedback ad-hoc reports such as sales figures, recurring problems, promotional needs, innovations, forecasts etc. to measure business and operational performance
• Ensure the integrity of reporting and feedback to client
• Present an analysis of reports to clients and business to provide business update

Effective self-management

• Follow through to ensure that personal quality and productivity standards are consistently and accurately maintained
• Demonstrate consistent application of internal procedures
• Plan and prioritise, demonstrating abilities to manage competing demands
• Demonstrate abilities to anticipate and manage change
• Demonstrate flexibility in balancing achievement of own objectives with abilities to understand and respond to organizational needs

Key Competencies

Critical thinking                                                                                                                                

Organisational awareness                                                                                                           

Conceptual thinking                                                                                                                       

Establishing networks                                                                                                                   

Impact & influence                                                                                                                         

Industry & business awareness                                                                                                 

Judgement & decision making                                                                                                   

Agility                                                                                                                                                   

Performance & results driven                                                                                                    

Resilience & stress management                                                                                              

Service excellence                                                                                                                          

Quality & detail excellence