Customer Insight Manager

Career Area:

Job Description:

Your Work Shapes the World at Caterpillar Inc.

When you join Caterpillar yourejoining a global team who cares not just about the work we do but also about each other. We are the makers problem solvers and future world builders who are creating stronger more sustainable communities. We dontjust talk about progress and innovation here we make it happen with our customers where we work and live. Together we are building a better world so we can all enjoy living in it.

Role Definition
Lead development and execution of commercial strategy of assigned products and/or markets. Identifies key opportunities to research develop implement and continuously improve the distribution and dealer coverage for the brand. Our goal is to maximize growth and customer reach.

Responsibilities
Identifying and analysing organizations strengths and weaknesses and responding to opportunities in sales environment.
Supervising and coordinating the daily activities of staff engaged in promoting and selling a product; overseeing the resolution of customer complaints.
Developing and managing sales programs in alignment with long and short-term sales strategies; establishing training programs for sales team.
Managing and directing a sales force to achieve sales and profit goals; determining discount rates.

Review and run assessments on dealer coverage and representation at the country level; identify and highlight gaps based on market opportunity / performance.
Implement or expand dealer coverage where needed through dealer expansion onboarding new distributors and managing the process with partners (legal compliance etc.).
Ensure clear distinction between businesses in branding sales and service teams and overall market positioning.
Promote a strong safety culture and drive a zero-incident mindset across all distribution activities.

Skill Descriptors
Customer Focus: Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and ability to leverage that information in creating customized customer solutions.
Level Working Knowledge:
Communicates the importance of customer needs/expectations and commits to resolving them.
Researches and verifies customer needs and expectations.
Solicits customer satisfaction feedback and acts on improvement opportunities.
Helps link organizational objectives to customer needs and expectations.
Meets regularly with customers to understand their wants needs and expectations.

Industry Knowledge: Knowledge of the organizations industry group trends directions major issues regulatory considerations and trendsetters; ability to apply industry knowledge appropriately to diverse situations.
Level Working Knowledge:
Discusses industry-specific flagship products and services.
Demonstrates current knowledge of the regulatory environment for industry segment.
Describes the contribution of own function as it relates to the industry segment.
Participates in major industry professional associations; subscribes to industry-specific publications.
Currently works with a major industry segment and associated functions and features.

Decision Making and Critical Thinking: Knowledge of the decision-making process and associated tools and techniques; ability to accurately analyse situations and reach productive decisions based on informed judgment.
Level Working Knowledge:
Applies an assigned technique for critical thinking in a decision-making process.
Identifies obtains and organizes relevant data and ideas.
Participates in documenting data ideas players stakeholders and processes.
Recognizes clarifies and prioritizes concerns.
Assists in assessing risks benefits and consideration of alternatives.

Effective Communications: Understanding of effective communication concepts tools and techniques; ability to effectively transmit receive and accurately interpret ideas information and needs through the application of appropriate communication behaviours.
Level Extensive Experience:
Reviews others writing or presentations and provides feedback and coaching.
Adapts documents and presentations for the intended audience.
Demonstrates both empathy and assertiveness when communicating a need or defending a position.
Communicates well downward upward and outward.
Employs appropriate methods of persuasion when soliciting agreement.
Maintains focus on the topic at hand.

Negotiating: Knowledge of successful negotiation concepts and techniques; ability to negotiate successfully across the organization and with external vendors and clients in a constructive and collaborative manner.
Level Working Knowledge:
Works to achieve win-win in negotiations rather than taking a win-lose approach.
Focuses on issues rather than personalities.
Uses active listening and probing techniques to surface problems issues and interests.
Demonstrates a willingness to examine own position.
Presents own position and listens attentively to position of others.

Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients vendors and peers.
Level Working Knowledge:
Provides prompt and effective responses to client requests and interactions.
Monitors client satisfaction levels on a regular basis.
Alerts own team to problems in client satisfaction.
Differentiates the roles and responsibilities in a business relationship.
Works with clients to address critical issues and resolve major problems.

Distribution Center Management: Knowledge of distribution centre management; ability to operate a warehouse or distribution centre that handles the flow of goods from supplier to production to customer.
Level Working Knowledge:
Helps minimize bottlenecks and delays and the resulting impact on operating costs.
Uses real-time inventory software with guidance to move supplies where needed when needed.
Maintains item and inventory management records.
Assists in resolving issues related to physical space management.
Works with Distribution Requirements Planning (DRP) processes and operations.

Influencing & Partnering: Build strong relationships with dealers and internal stakeholders; influence decisions to optimize coverage strategies

Business Development: Knowledge of business development tools techniques and approaches; ability to explore and develop potential areas of business growth for the organization.
Level Working Knowledge:
Summarizes the stages of the business development lifecycle.
Assists in developing new geographical areas for the organizations products or services.
Implements common business development incentive programs.
Assists in creating an incentive plan to encourage new business growth and development.
Researches approaches for exploring new business opportunities.

Value Selling: Knowledge of the principles and practices for selling products technology and services; ability to provide overall product/service value and to differentiate support offerings that address clearly understood customer needs.
Level Working Knowledge:
Uses value selling techniques to successfully engage customers.
Researches the customers industry and organization before attempting sales calls.
Discusses issues and considerations regarding current value selling practices and recommends potential improvements.
Quantifies proposed costs benefits and value in customer terms.
Defines and documents value-added activities and their benefits to customers beyond the initial sales transaction.

Cross-Team Integration: Understanding of the importance of inter-team collaboration in breaking down silos and achieving business results; ability to lead employees from various functions to communicate coordinate work across divisions and collaborate in solving problems as one team.
Level Working Knowledge:
Maintains a strong internal network that promotes informal collaboration.
Shares information that may be relevant to other teams across divisions.
Assesses the potential synergies from combining common practices across teams.
Identifies differences among teams that could cause barriers to effective integration.
Applies relevant information gathered from comparable teams to own team.

Posting Dates:

Caterpillar is an Equal Opportunity Employer. Qualified applicants of any age are encouraged to apply

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