Operations Director Consumer Packed Goods account
Operations Director Consumer Packed Goods account
Posted on :
20-03-2025
Employer Active
1 Vacancy
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Monthly Salary
Not Disclosed
Salary Not Disclosed
Vacancy
1 Vacancy
Posted on :
20-03-2025
Job Description
Summary of responsibilities but not limited to:
- Design and execute the OutsideIn model in key strategic accounts to generate client specific business insights to improve their client retention issue resolution revenue generation etc.
- Continuously improve the customer satisfaction quality and KPIs thru the effective deployment of the CIP framework
- Drive efficiency improvement of 15 thru efficiency gains productivity and dollar saves in the budget.
- Ensure that all managers/leads in the geo have a clear understanding of the vision and deliverables of the CPG team and their expected contribution to the outcomes.
- Implement a monthly cadence of reviewing the business insights from CIP/Analytics with the service delivery / account team and then the Client to ensure complete alignment with the evolving customer expectations.
- Ensure cross functional actioning of the business insights generated to prevent recurrence and drive improvement in the consumer experience.
- Build the Service Delivery teams skillset by evaluating the current capability and partnering with the capability development team to address specific skill development needs.
- Perform any other assigned tasks as required by the leadership team.
Principle Accountabilities
- Responsible for the & enhancing the Consumer Effort Analysis Insights & Action Planning for CPG clients. Drive improvements across the consumers touchpoints time to resolution repeats transfers and boosting CSAT scores
- Build present & drive change through the monthly analysis of emerging trends to identify the shift trends & opportunities in performance referenced by the priority of KPIs.
- Lead and drive initiatives to deliver improvements in the biannual Client NPS for the CPG Accounts
- Improve results partnering with internal teams and the clients maximizing performance and bonus. This includes ownership to identify opportunities as defined by the SOW/Emerging Client Business Trends etc.
- Be an expert on and by demonstration on key practices of coaching analytics etc. and be able telldoshow or enable skilling or upskilling the team on CPG Consumer Trends Consumer vs. Customer Solutioning and Lean 6 Sigma.
- Influence to deliver a 515 increase in revenue in the key strategic accounts within CPG
- Drive excellence in operations (reduction of customer effort and touchpoints per resolution) etc.
- Leads activities related to reduction of Client Executive Effort Top Talent Retention & Development initiatives within CPG
Qualifications:
- A strong background in BPOs supporting CPG
- Experienced in consumer research business analytics and continuous improvement
- Experience in a regulated industries with reporting requirements (Food is a plus)
- Experience in case management hierarchy along with case management with 3rd parties
- Understanding consumer experiences and distribution models in the CPG realm
- Multicultural (understanding business globally and consumer patterns and options)
- Ability to have conversations and present globally to Senior Client Leadership
- Ability to manage multiple global teams (internally and client based)
- Ability to create and manage joint business plans with the client
- Experience in assessing talent and adjusting business models to improve performance
- Ability to digest relay data internally and externally and then drive change through reporting analytics
- Experienced leading a multinational team
- Hands on experience in driving change management in a large matrix d environment
- Lean Six Sigma
- Strong Lateral Work Experience in other functions like Sales Training etc.
- Excellent presentation and facilitation skills for group sessions.
- Possess strong planning organizational and skills collaborative professionalism and initiative while handling multiple projects and programs concurrently.
- Strong written and verbal communication and interpersonal skills.
Employment Type
Full Time
Key Skills
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