Director, Customer Operations

Sector: Retail and Wholesale Role: Director Contract Type: Permanent Hours: Full Time The Director, Customer Operations on the Roark Account Team is responsible for interfacing with customers and the account team to configure and own fulfillment of account-based equipment, service, and supply chain solutions to support our customer value-creation strategy. Working closely with the sales team and our customers, this role plays a key role in driving beverage quality, revenue, and profit for the System while ensuring proper cost management to help achieve our goal of becoming our Customer's most valued supplier. This role is responsible for building out the customer operations plans and identifying opportunities to better drive quality, service, and productivity across the system.

What You'll Do for Us Lead customer selling efforts of operational products & services and customer stewardship. Provide operational Subject Matter Expertise to external portfolio of customers and internal client groups (sales, finance, and marketing). Lead short and long-term business operational planning for portfolio of customers to identify key opportunities to drive beverage quality, cost reduction, category growth, etc. Develop project plans with timelines, forecasts, resource allocation plans, and financial impact for key operational initiatives. Lead internal project team resources and project communication with customer and account team. Lead the development of annual business plans for Net Service Expense and Capital for your assigned portfolio of national accounts. Identify key drivers of service in order to create solutions to beverage equipment-related expenses that decrease costs, increase quality, and deliver additional profit to the customer and The Coca-Cola Company.

Qualifications & Requirements BS/BA (or equivalent) required. MS/MA/MBA (or equivalent) preferred. Previous experience in a face-to-face customer sales or operations role calling on senior-level buyers. 3 or more years of customer management experience or customer operational management experience. 2-4 years of general Operations experience. 2-4 years of Project Management experience. Experience working with data, specifically manipulation and analysis.

Functional Skills:

Technical capability (equipment and online tools):

Able to create operational solutions and utilize system tools to deliver customer value. Financial Acumen:

Build and manage service and equipment expense budgets through the ABP and RE process for aligned portfolio. Presentation development and delivery:

Utilize C4V methodology and tools to effectively deliver customer stewardship and the Coca-Cola operational value proposition both written and verbally. Influencing:

Able to communicate a compelling story to motivate and align internal and external clients to achieve a desired outcome. Strategic thinking:

Able to create a strategic plan that addresses customer needs while also driving company profitability.

What We Can Do For You

Iconic & Innovative Brands:

Our portfolio represents over 250 products with some of the most popular brands in the world, including Coca-Cola, Simply, Fairlife & Topo Chico. Expansive & Diverse Customers:

We work with a diversified group of customers which range from retail & grocery outlets, theme parks, movie theatres, restaurants, and many more each day.

Skills:

Leadership Waterfall Project Management Business Planning Sales Process Relationship Building Customer Relationship Management (CRM) Sales Management Consultative Sales Management Sales Forecasting Group Problem Solving Communication Operational Assessment Long Term Planning Decision Making Business Development Solutions Selling Company

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