Position Title:  Sr. Manager CX & Programs CZ, SK

Senior Manager CX and Programs CZ & SK

The Head of CX and Programs CZ & SK contributes to defining of long-term SFP commercial strategy and transposes Categories strategic priorities into clear actions to enable Categories to drive profitability and growth.

In close collaboration with Categories and Market Commercial Operations (CZ/SK) define, develop and maintain set of consumer programs to deliver on the strategic priorities of Categories/Markets and design and continuously improve omnichannel consumer journeys for the entire consumer lifecycle aimed at increasing the consumer value.

The position is key interlink between SFP and Market Commercial Operations (CZ/SK) leading the deployment of a set of programs, projects and initiatives that aim to accelerate acquisition, ensure retention and advocacy of consumers acquired.

Those accountabilities are for Czechia and Slovakia markets.

Accountabilities

PROJECTS & INITIATIVES DELIVERY

Build comprehensive multi-category commercial initiatives plan to accelerate acquisition, ensure retention and advocacy of consumers acquired, aligned with Category objectives & Market Commercial Operations (CZ/SK) insights/constraints:

-Build comprehensive multi-category commercial initiatives plan for individual commercial cycles,

-Scope, design and lead individual projects/initiatives to meet business expectations of Categories

-Closely collaborate with regional/OC teams to facilitate feedback collection, in-market testing & validation of OC-driven initiatives

PROGRAMS STRATEGY & DELIVERY

In close collaboration with Categories and Market Commercial Operations (CZ/SK) define, develop and maintain set of consumer programs to deliver on the strategic priorities.

-Maintain thorough apprehension of consumers’ needs, expectations & pain points across end-to-end consumer journey within individual categories as well as in multi-category landscape

-Scope business opportunity of individual action items, define high-level measures and align on prioritization with Categories/other stakeholders

-Closely collaborate on program design / performance improvement initiatives with Category team to ensure delivery of program KPIs for Category profitability and growth

-Ensure alignment of Programs with valid guidelines/SOPs, collaborate with EU and OC program counterparts to co-create program roadmaps

CX & CRM STRATEGY

Develop comprehensive SFP consumer experience strategy based on voice of consumer to address gaps and needs across the journey, aligned with Category objectives and company goals.

-Drive the customer audience segmentation, leveraging consumer and channel insights and analytics to identify specific consumer needs of segments

-Develop and deploy CX/CRM journeys to increase consumer value

-Develop CRM communication plan based on multi-category commercial calendar, incl. effective targeting and tools utilization

-Manage and own NPS System to drive channel and brand related feedbacks, incl. Voice of Consumer

'BUILD AND DEVELOP ORGANISATION

- Lead high performing CX & Programs team on a daily basis and ensure their personal & professional development.

- Coach the full Consumer Experience & Programs Team to grow their personal & professional competencies, transfer professional “know how" and ensure that learnings are shared across the team to enhance experience and business/ marketing knowledge.

'BUDGET:

- Ensure efficient and effective use of resources in alignment with OB targets and Categories strategies.

 - Ensure proper funnel tracking of all initiatives within organization for complete impact on revenue (consult with business cases and net gain tool)

- Propose acquisition & retention investment plan for programs and key consumer facing offers based on RoI calculations derived In collaboration with S&PD, commercial budgeting team

SKILL & COMPETENCIES

- Bachelor's or master’s degree in business administration, Marketing, Digital Marketing or a related field’,

 - 10+ years commercial experience in sales or marketing, in the consumer goods industry, preferably in multinational environment

Span of Control: Project Budget: approx. 15 m € / People: up to 40 HC

Leadership skills and experience of leading teams is required (leading project team of 40+ members)

Language skills: English & Czech fluent in spoken and written.