Customer Operations Specialist

What you'll do:

• Coaching and Mentoring
• Coaches and Mentor Agency Supervisors and Agency Coordinators in the following:
• Building strong relationship with key store personnel and leverage good relationship
• Agency screening, training, and development
• Determines and provides personal training and development program of Key Agency Personnel (AC Supervisors and Area Coordinators) via field coaching and one-on-one meetings through theKamustahan Program
• Evaluates training and development program of Key Agency Personnel
• Building Strong Store Relationship
• Strengthen relationship with key store personnel through regular store visit in GMA direct accounts
• Strengthen relationship with key store personnel through regular store visits of modern trade accounts within assigned territory
• Attend customized tabletop review with key branches every month
• Determine appropriate merchandiser count and manhours that will maximize productivity
• Develop merchandiser workflow
• Develop ideal time and motion study as basis of merchandiser deployment
• Ensure quality merchandisers are deployed
• Promotions and Sales Programs Executions
• Ensure systems set in place (Kamustahan, KRA Checking and Evaluation – Availability, Facings, Planogram/MD compliance) are followed and maximized to guarantee all merchandising concerns in-store are immediately resolved and forwarding next steps be worked with COM/KAM/KAS/MAS.
• Creation of Store Info Manual updated every quarter consisting of updated Key Store personnel names, availability scores, facings measurements and next quarter achievement targets per store with appropriate steps in agreement with MTM, ASM, KAM, KAS and MAS
• Ensures BTL promotions and Trade Promos are executed properly and timely based on campaign, mechanics, and set budget.
• In charge with the recruitment of manpower pool needed and materials in coordination with partner agency and suppliers for the projects/promotions.
• Conducts regular audit and performance check of scheduled activities
• Submits End Project Report for every major project which includes actual results vs objective, learnings, and recommendations.
• Merchandising
• Implement national in-store merchandising on area level based on standard merchandising guidelines and workflow (attached) set by the VMG or Visual Merchandising Group
• Regular POPs (shelf talkers / headers / wobblers / mass display collaterals)
• Special POPs (product highlight, Special Display, Cross Merchandising, decals, MS Displayer, special containers)
• OOH (Out-of-Home) Merchandising
• Systems and Process Improvements
• Suggest ways to improve operations in areas of availability,visibility, merchandising, promotion execution and Bad Order management
• Create standard BCP for AC’s at the store level that will ensure productivity of AC’s during store visit in relation to building strong relationship, on-shelf availability, enhancevisibility, maximize merchandisers productivity, maximizepromo execution, correct pricing and implementation of FIFO
• Develops pilot and stretch programs to experiment on newprocess that will improve availability, visibility, merchandising and promo execution that will benefit MNC growth and profit
• Administrative
• Maintains good record keeping system, completes routine
• Ensures that Partner Agency submit required reports on time
• In charge of accomplishment, consolidating and encoding of AC incentive and BTL incentive
• Submit reports requested by COM for all MNC SKU’s
• Your strong passion to learn and accelerate your career, backed up with the following experience and knowledge:
• Excellent communications and interpersonal skills
• Strong analytical skills and strong business acumen
• Basic Marketing (4Ps) and Computational Skills
• Knowledge on Cost Benefit Analysis and Basic Marketing Research: Problem Analysis, Data Analysis, Statistical Tools & Techniques
• Willing to do fieldwork and open to being assigned anywhere
• Willing to be assigned in Northern or Western Mindanao

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