Customer Relations & Compliance Coordinator at Pernod Ricard

Job Purpose

• The Customer Relations & Compliance Coordinator plays a critical role in ensuring regulatory compliance, managing customer interactions, and supporting operational excellence for Pernod Ricard South Africa. This position is central to maintaining smooth product introductions, adhering to local and international standards, and fostering strong relationships with regulatory bodies and internal stakeholders.

Key Responsibilities

Regulatory Compliance & Stakeholder Engagement

• Liaise with DAFF, DARRLD, NRCS, and other authorities for timely renewals and compliance documentation.
• Align processes with HQ and regional teams to meet global standards.

New Product Introductions (NPI)

• Manage label reviews, approvals, and import certificates through DAFF and online portals.
• Coordinate with HQ for technical specifications and compliance alignment.

Complaints Management

• Monitor complaints daily, retrieve samples, and ensure resolution within SLA (7 days or 20 days if samples are involved).

Local Reworks Management

• Coordinate with planning teams and 3PL partners for timely reworks and cost efficiency.

NRCS Compliance

• Maintain product lists for volumetric certification (E-mark) and manage audits and renewals.

CSRD Tracking & Reporting

• Monitor Corporate Sustainability Reporting Directive requirements and prepare compliance reports.

Reporting & Analysis

• Deliver weekly and monthly reports on NPIs, reworks, compliance, and complaint trends.

Key Stakeholders

• Internal: Technical & Operations Manager, Planning Team, HQ Compliance & Quality Teams, Regional Operations Teams.
• External: DAFF, DARRLD, NRCS, 3PL providers, Brand Companies.

Core Competencies

• Regulatory Expertise (DAFF, NRCS, CSRD frameworks)
• Stakeholder Management & Communication
• Analytical Skills & Attention to Detail
• Problem-Solving & Adaptability
• Integrity & Accountability

Measurable KPIs

• NPI Compliance: 100% of label approvals and import certificates within timelines.
• Regulatory Compliance: Zero missed deadlines for audits and renewals.
• Complaints Resolution: Acknowledge within 24 hours; resolve within SLA.
• Local Reworks: Complete projects within planned timelines and budget.
• CSRD Reporting: Submit quarterly reports with 100% accuracy and on time.
• Reporting Accuracy: Weekly and monthly reports delivered error-free.