Customer Service Manager at Kimberly-Clark

Worker Type: Employee
Worker Sub-Type: Regular

Job Description

• Develop and implement a customer and /or distributor business plan that is aligned to the customer’s and/or distributors needs, Region Business & West Africa objectives , marketing and category plans and will deliver budgeted growth targets by Category (to be done jointly with Customers and/or distributors where appropriate).
• Ensure strategic opportunities and objectives by Channel and by Category/brand are incorporated into the Customer Business plans.
• Support Marketing in the development of Customer specific Category /and or Shopper Marketing Strategies.
• Continually monitor and analyze competitor activity & pricing as well as customer performance against the agreed objectives and if required, develop and implement the appropriate corrective action to ensure that targets are achieved.
• Implement , monitor and evaluate agreed POP ( pricing, promotions , ranging, merchandising) plans on a monthly basis.
• Ensure all pricing is negotiated in line with objectives and that pricing is effectively administered.
• Develop and communicate monthly, quarterly and annual reviews to customers and/or distributors.
• Liaise with logistics, planning, debtors and field sales / distributors to ensure that the customers’ service needs are met.
• Monitor customer service levels ( order fill , case fill , credit notes, on-shelf availability) and develop corrective plans to address any issues.
• Negotiate and agree trading terms , pricing and distributor contracts based on the business objectives and strategic importance of the Customer ( to include annual growth targets by category, promotional spend, payment terms, delivery allowances) and distributors- where applicable.
• Input and co-ordination of monthly, quarterly and annual demand forecast by account by brand and SKU .
• Track profitability of all distributors so as to ensure the sales mix within each of the distributors basket is in line with the overall pricing strategy and in line with the approved issued mandates.
• Enable product knowledge with all distributor sales forces and identify opportunities to get the best out of the distributor sales teams through individual performance management and team segmentation.
• Develop and implement training programs.
• Develop and implement incentives and sales promotions that deliver to agreed sales and distribution targets.
• Ensure that time is spent with the Distributor’s reps, to ensure a thorough and comprehensive understanding of the issues and opportunities within the territory.
• Ensure that the company at all times has the right product offer and materials in the market place relevant to its competitors and specific to the market and consumers needs.
• Re-define geographic territories as and when the business requirement presents itself and constantly look at new and innovative ways to improve the route to market for the indirect channel.

Minimum Requirements

• Matric and Tertiary Education (minimum 3 year Degree/Diploma).
• At least 10 years selling and/or Trade marketing experience, of which 2 years must have involved senior management level interaction (either internal or external) within a company operating in the FMCG market.