Lead first-class delivery of ChCC General Sales Support services to China Foods - Key areas: Customer masterdata, trade equipment management and general administration request.  Coach and develop a highly effective team with a strong focus on talent development and high performance.  Drive process transformation to continually improve quality and timeliness of services.

Functional Responsibilities:

• Accountability for SLAs delivery, innovation and continuous improvement of the General Sales Support service bundle with a view to driving greater operating effectiveness, efficiency and control for China Foods
• Lead stakeholder engagement to ensure service delivery meets business expectations and remains relevant to the business’ strategic imperatives
• First level of escalation for issues and dispute resolution for Customer Management delivery stream
• Drive team delivery of critical general sales support activities, including (but not limited to) customer masterdata management, KPI/compliance tracking, POSM and other ad hoc Sales admin requests
• Oversee effective management of Customer Contracts, including proactive reminders for renewals (where applicable)
• Prepare weekly reporting and analysis of team performance and SLA compliance. Share results and commentary with Sales Tower Leader and key stakeholders.  Initiate corrective actions (where applicable)
• Participate in regular operational review calls with Business Partners and Business Leaders
• Implement continuous improvement initiatives to maximize process efficiency, effectiveness and quality of output

People Responsibilities:

• Lead the General Sales Support team, driving engagement and operational excellence through training and R&R
• Coach and support direct reports in speed of execution and quality of service delivery, ensuring achievement of agreed SLAs
• Discuss staff performance with management and make recommendations for staff development and succession planning
• Manage General Sales Support team’s scope, workload and performance
• Develop strong working relationships with China Sales Leaders to grow the GBS partnership and enhance ways of working
• Participate in regular operational review calls with Business Partners and Business Leaders

• Minimum 5 years experience in Sales Operations (FMCG preferred)
• Bachelor’s degree in Commerce / Business in China
• 3 years people management experience
• Excellent communication and influencing skills
• Customer-centric and collaborative
• Highly analytical and organized