Customer Success Partner

Glasgow, Scotland, United Kingdom

12/10/2024

[Please note this is a Direct Search led by Bacardi. Applications from agencies will not be accepted nor will fees be paid for unsolicited CVs.]

Job Description

Your opportunity
The Customer Success Partner is responsible for order management and service delivery for their assigned region; liaise with internal stakeholders to ensure customer needs are met while being fully integrated with the customer strategies & needs; Manages all value add activities such as MOQ and Lead time improvements & adherence, slow moving & market specific stock clearance.
With our Consumer always at the heart the Customer Success Partner will ensure communication sent to all markets correctly and timely, ensure on the top of regional promotions, activations taken place in each market. Working together with the markets make success. The role is based in the UK supply centre, located in Glasgow. The supply centre is one of five globally and manages all operational and supply activity for their brands. The supply centre in Glasgow is responsible for managing the Bacardi portfolio of Whisky and Gin brands.

About you
To be successful in this role you need to have the ability to multi-task in a fast-paced environment and lead by example. You will need excellent communication & organisational skills as you will be working with a variety of teams. You will also have excellent attention to detail and the confidence to challenge decisions displaying a true Founders mentality.

Responsibilities

Key accountabilities and responsibilities

* Own order management and service delivery for assigned region, build and maintain market relationships and effectively updating on order fulfillment status. Ensure timely response to customer request and investigate solution for critical issues in order to continuously improve customer satisfaction.
* Manage orders portfolio, including system and non system integrated distribution entities and 3rd party Customer orders (STO/SO, including samples) to meet demand as per agreed SLA and performance standards
* Propose solutions to markets, such as product replacement when necessary to customer/CSR ensuring load optimization are respected
* Manages all value-added activities such as MOQ and Leadtime improvements & adherence.
* Observe constantly the Slow-Moving Stock reduction, market specific stock clearance and also zero inventory obsolence targets.
* Understand and know what Innovations taking place for assigned regions and markets. Ensure products switch are managed properly at order level to avoid inventory obsolescence and write off - phase in / out process, also meet target launch in markets.
* Work closely with planning team to ensure customer needs are met while being fully integrated with the customer strategies & needs.
* Carry out 2 week’s production plan checks, ensure minimizing FG stock holding at all time and all team contributing to CCC (Cash Conversion Cycle).
* Inform and escalate supply issues leading to back-order/OOS risks (raw material availability, production shortage, quality issue etc) to Regional Supply Chain when appropriate and propose corrective actions
* Ensure weekly optimized product replenishment plan in place to support integrated Bacardi Distribution entities as per DDR process in order to meet demand signal and communicate to relevant DDR Markets. Provide analysis on the DDR conversion volumes and identify improvements.
* Effectively & timely provide order booking requirements to Delivery Success Coordinator and support shipment booking whenever requires for cased goods shipments ex JDSL and 3PL Facilities in accordance with order RSDs and stock availability, taking into consideration OFR rules & Global Transport Optimization Targets.
* Monitor and master the root cause of any products highlighted in weekly OFR report, share with internal team for future improvements.
* Monitor and adhere product allocations as per Malts planning process
* Provide weekly, monthly order fulfillment reports and analysis
* Support continuous improvement activities and project implementation within Bacardi UK Supply Center.
* Manage ad hoc projects when necessary to drive process solutions improvement in areas related to demand and order management
* Deputize when required to Customer Success Partner Lead responsibilities.
* Take on other tasks being developed in due course

Skills and Experience

Skills:

* Customer Service at the heart of everything you do.
* Excellent communication across multi teams and especially first-class communication with customers.
* Detail oriented with strong organizational and planning skills.
* Strong analytical skills with ability to zoom into right data to drive decisions, determine course of actions required to match supply and demand and assess risk in supply base and infeed. Ability to make quick decisions for corrective action.
* Thrives in a fast-paced environment and can work quickly under pressure.
* With the ability to multi tasking, can handle multiple priorities and can easily prioritise based on time critical requirements.
* Strong on systems; including excel and SAP ECC/APO experience or any other planning and ERP system knowledge.
* Experience in an Operational Customer Service and or Logistics environment.
* Team Player with both internal and external stakeholders - in particular build a strong partnership with our 4PL Partners and all Customer Success Team members.
* Energetic with a positive Can-Do attitude.
* Self-starter who works well under limited direction. Ability to work independently with high degree of initiative and drive.
* Experience of working within a FMCG desirable.
* Lives the 3 F’s - Fearless, Founder’s Mentality, Family.

Personal Qualities:

* Capability to work in a seamless team, cross functionality.
* Quickly adapt to changes.
* Honest, reliable, trustworthy, and resilient team player.
* Overall good collaborator and excellent communicator.
* Excellent numeric and literacy skills.
* Live the 3 F’s - Fearless, Founder’s Mentality, Family.
* Willingness to travel to other sites when required.

Preferred Experience:

* Someone who is has aspirations to experience different cultures.
* Experience in Spirits industry or related FMCG