What are the responsibilities and job description for the Senior Director, Customer & Commercial Capabilities position at Coca-Cola HBC?

Position Overview :

Please ensure you read the below overview and requirements for this employment opportunity completely.

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 delivery of topline-growth and WWW commitments.

Consult and contribute across the TCCC Learning organization to design, develop, and test learning content.

In strong partnership with HR, support the talent strategies to drive best-in-class, unique and memorable experiences throughout the talent’s lifetime with TCCC.

Candidate Profile

Executive leadership presence and strong collaboration style to effectively work with many senior leaders to bring well rounded points of view that consider overall TCCC and system implications.

Experience in challenging business status quo and propose / implement innovative solutions

Works effectively across the network to ensure alignment and buy-in from key stakeholders

Experience & Background

10 years in various Customer & Commercial and / or other operational roles

Strong experience of leading transformational change projects

Strong leadership skills, system experience and outstanding operational and customer understanding to positively influence our global multi-functional system teams on long-term capability strategy

Excellent communication and presentation skills, with experience crafting and delivering messages to diverse audiences.

Experience working with multiple parts of the Coca-Cola system, including a strong understanding of how the OUs, the Center, Platform Services and the Bottlers operate within the Coca-Cola system.

Experience across multi-cultural, matrix organization; develops stakeholder network and relationships

Skills :

Leadership; Customer Understanding; Strategic Influence; Consumer Understanding; Financial Acumen; Communication; Capability Development; Revenue Growth Management; Customer Value Creation; Storytelling; Data Driven Strategy

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