What does Customer Management Supervisor do at PepsiCo Turkey? What are the duties and responsibilities?

To achieve volume and profit objectives within specifically assigned customers through productive relationships, planning and execution compatible with channel/company strategy.

Accountabilities – list in priority order the main accountabilities/deliverables of the role, including key measures. These should be clearly the responsibilities of the JOB HOLDER.

• Develop and evolve a customer strategic and tactical plan:

• Customer analysis reviewing previous plan and performance with key conclusions. From this build a SWOT ( strengths, weaknesses, opportunities, threats) analysis.
• Develop customer specific (SMART) plans that cover overall strategy, specific goals (what will be achieved) and tactics ( how this will be achieved) for range, merchandising, promotions, pricing, service and distribution.
• Clear volume & profit (latter as appropriate) phased goals by brand by account.
• Build a datal plan detailing the planned presentation, agreement and implementation of all elements of the customer plan.

• Execution Of Customer Plan:

• Appropriate levels of written, verbal and face to face communication with the customer ( to be determined by specific account).
• Presentation, negotiation and implementation of targeted plans for range, merchandising, promotions, pricing, service, and distribution.

• Develop a productive business to business relationship with the customer.

• Build and log a clear understanding of the customer structure, roles and individuals.
• Periodical visits to the customer to develop a trust based, mutually beneficial relationship at the all appropriate points of interaction.
• One major business review with all customer / company key personnel. Quarterly business reviews with primary contact (Buying).
• Consistently high customer service: same day response time; prioritisation and solving of customer ‘issues’ within agreed time frames.
• To an appropriate level, have a clear undersatnding of how the customer makes key decisions, who owns / influences / implements them and built relationships with key personnel as a result. As appropriate, facilitate multi-functional relationships between the customer and the company to influence key decisions.

• Building internal multi-functional alignment to the account to achieve volume / profit goals:

• Within the specific account plan, work with line manager to focus the required internal resources against specific goals:

• Trade Marketing / Category management, time / resource allocation.
• Logistics (supply chain), time / resource allocation.

• Build an account budget and gain agreement to it, to deliver customer specific plans at the desired profitability.
• Communication and commitment building within field support teams.

• Customer Administration:

• Maintain an account file that represents the current situation within the account in terms of the key sales drivers.
• Build and keep updated store database for the account.
• Provide desired level of forecasting for company production planning.
• Complete all customer administration as required (eg. Promotional proposals, product files etc)
• Weekly store visits to validate compliance to account plans.
• Continually updated budget with exact status on every activity / invoice.
• Evaluation of all key customer activities within the plan (eg. Promotions)