Customer Manager Primary at The Heineken Company

Key Performance Areas would include, but are not limited to:

• Managing the day-to-day operations of the Primary team
• Building a true customer centric organization by coaching, training & sharing best practices to the CS team & relevant stakeholders
• Establishing a continuous improvement team by maintaining a Customer Value Pillar through the TPM methodology
• Driving operational execution of Logistics Trade Terms agreements
• Ensuring internal alignment both upstream with Production and Primary Logistics and downstream with Zone logistics, Sales and Finance.
• Ensure safety culture is applied across the CS team
• Customer Service Strategy: Leads the process of Customer Service Strategy Deployment. Applies CS manager 3 Year Customer Service Vision.
• Key input stakeholder to support Customer’s segmentation creation
• Ensures execution of Customer Service Strategy and plan to deliver optimal balance of customer satisfaction, service levels and cost as % of revenue.
• Manages and promotes communication and cross-functional collaboration:
• Internal communication and cross-functional collaboration with Sales, Finance, Logistics and Production.
• External communication with customers, ensuring trustful customer relations and Customer Satisfaction
• Customer Profitability & Negotiation with Customers: Measures & provides insights on Customer Profitability & satisfaction by:
• Tracking Cost 2 Serve;
• Analysing NPS & advantage score results;
• Manages the Logistics Trade Terms (LTT) agreements with Customers, while ensuring:  Development of LTT agreements,  LTT agreements are measured, tracked, reviewed, and enforced, Sales cooperation & alignment with agreed commercial Trade terms, Supports the Key Account Manager and LKAM in negotiations with customers from the perspective of logistics.
• Customer Collaboration & joint value creation: Implement the Customer Supply Chain agenda. Detects opportunities and implements Supply Chain collaboration initiatives with key Customers aiming at joint value creation.
• Organization and People management: Actively drives a customer centric culture in the OpCo and ensures cross-functional alignment. Effectively organizes and manages a team of people by:
• Creating a safe, fun & comfortable place to work
• Having right team structure and roles in-place
• Driving an aligned and focused culture through clear performance targets and regular one-on-ones
• Implementing talent development and competences development while supporting PDP construction
• Ensuring business continuity through succession planning Contributes to Global CS capabilities and CS community Influences the industry agenda in their OpCo
• Data-driven Decision Making; Order Management; Customer Requests, Queries & Claims; Cross Team Collaboration; Promoting Customer Centricity; Order Post-processing

\The successful candidate must have the following experience/skills:

• Bachelor's degree in Business Administration, Logistics, Sales  or related field.
• 10+ years of experience in customer service & logistics management, Supply chain
• Proven leadership and team management experience
• Strong analytical, problem-solving, and strategic thinking skills
• Excellent communication, collaboration, and interpersonal skills