- Location
- HQ Sandton, South Africa
- Type
- Full-time
- Department
- Operations
- Closing date
- Today
- Source
- Workday
Description
Dreaming big is in our DNA. It’s who we are as a company. It’s our culture. It’s our heritage. And more than ever, it’s our future. A future where we’re always looking forward. Always serving up new ways to meet life’s moments. A future where we keep dreaming bigger. We look for people with passion, talent, and curiosity, and provide them with the teammates, resources and opportunities to unleash their full potential. The power we create together – when we combine your strengths with ours – is unstoppable. Are you ready to join a team that dreams as big as you do?
The Key Purpose of this role is to drive and advance the BUSA Logistics, Sales, and Operational Transformation agenda through the management and optimisation of Customer Experience, specifically within Key Accounts. The position requires direct engagement with customers, commercial teams, and Distribution Centre Logistics Managers to drive customer-centricity, operational excellence, and continuous improvement.
Key Roles and Responsibilities:
Key Account Engagement
Manage and facilitate engagement with Key Account commercial departments, providing data-driven analytics for monthly, quarterly, and annual customer performance reviews.
Negotiate Service Level Agreements (SLAs), support collaborative forecasting processes, and maintain strong relationships with key stakeholders.
Bridge internal communication gaps across departments to improve Key Account customer-centricity.
Ensure that AB InBev's ways of working are understood by customers and that any issues or queries are communicated timeously to internal management.
Understand how each major Key Account measures AB InBev's performance and establish monthly routines to address customer pain points.
Act as the primary point of contact for Key Accounts, addressing Proof of Delivery (POD) queries after deliveries have been executed.
Implement Global Key Account Management practices as outlined in the Key Account Toolkit.
Align customer scorecards and performance matrices with internal KPI calculations and provide weekly reporting to Key Account Managers.
Customer Experience Surveys (Key Accounts)
Engage with all Key Accounts participating in the Advantage Survey and act as the custodian of identified process improvement opportunities.
Track and report on projects implemented in response to the secondary drivers identified through the Advantage Survey.
Monitor customer satisfaction and support the implementation of initiatives that enhance the overall customer journey.
Order Management
Monitor and track customer orders, ensuring timely delivery and resolution of any issues arising during the order fulfilment process.
Coordinate with Group Accounts and Purchasing teams to ensure accurate master data and system alignment.
Implement and maintain order management systems and processes to streamline operations.
Analyse order data and trends to identify improvement opportunities and implement corrective actions.
Internal Excellence Programmes (LCP)
Conduct training sessions, implement quality control measures, and analyse data to identify areas for improvement.
Design and deliver training programmes to enhance the skills and knowledge of logistics team members.
Monitor key performance indicators (KPIs) to measure the effectiveness of Internal Excellence Programmes.
Continuous Improvement
Proactively identify opportunities for process optimisation and cost reduction within the logistics function for Key Accounts.
Drive and deliver mode evolution initiatives and expectations within Key Accounts.
Stay informed of industry trends and global best practices to drive continuous improvement in logistics operations.
Collaborate with external partners and industry experts to gain insights and benchmark performance.
Regularly review and analyse logistics data to identify optimisation opportunities and implement appropriate solutions.
Strategic Project Implementation
Execute and report on strategic projects aimed at improving the efficiency and effectiveness of logistics operations.
Collaborate with cross-functional teams to track project plans and ensure successful implementation.
Monitor project progress, identify risks and issues, and escalate concerns to management where necessary.
Customer Experience Centre (CXC) Engagement
Collaborate with the Customer Experience Centre (CXC) to understand logistics requirements and develop customised solutions.
Manage engagement and alignment with the CXC team to support Global Excellence Programmes (LCP).
Build and maintain strong relationships with key stakeholders across T2 and CXC.
Act as the primary point of contact for order management queries between Distribution Centres and CXC, ensuring timely resolution of inquiries and concerns.
Monitor customer satisfaction and report on Logistics Customer Experience KPIs that enhance the overall customer journey.
Monitor delivered orders and provide feedback on route deviations and root causes.
Manage the new customer onboarding process and ensure data accuracy is maintained.
Monitor and analyse new customer ordering behaviour.
Key Competencies and Attributes:
Proficient in Microsoft Office applications, including Excel, PowerPoint, and Word.
SAP experience is mandatory.
Good understanding of sales, logistics, and operational processes.
Strong analytical and reporting capabilities.
Ability to interpret data and translate insights into actionable business improvements.
Minimum Requirements:
Relevant three-year university degree in Logistics, Supply Chain Management, Finance, Business Management, or a related field.
Minimum of 3 years' experience in Customer Experience Management and/or Commercial functions.
Experience in data analytics with intermediate to advanced Microsoft Excel proficiency.
Experience working within a sales-oriented organisation.
Sales and Distribution experience will be advantageous.
Additional information
Band : VII
SAB/ABInBev is an equal opportunity employer, and all appointments will be made in line with SAB/ABInBev employment equity plan and talent requirements. The advert has minimum requirements listed. Management reserves the right to use additional/ relevant information as criteria for short listing.