Commercial Operations and Strategy Leader

Commercial Operations and Strategy Leader – Chile (Publicacion 015-24) Santiago, Chile

POSITION MISSION

The Commercial Operations and Strategy (Com Ops) leader takes a proactive role to ensure alignment across the different BUs, and support teams - Finance, Regulatory, Global Supply & Logistics, Information Technology Services (ITS), Human Resources (HR) - and the International Center of Excellence (COE), when planning and implementing strategic initiatives.

Will be responsible for a diverse and broad set of functions within the organization including Analytics and Business Intelligence, Field Force Effectiveness and Support, New Businesses Integration, Customer Service, Digital and Marketing Support processes, Facility/Fleet Administration, Procurement and Operations Budget management.

The Com Ops Lead also serves as chief of staff to support the Chile and Peru General Manager, in various functions such as the yearly operating plan process, the monthly leadership team meetings, the annual national sales planning meeting, and so on. Provide timely analytical and decision support to Commercial Leadership with respect to allocation of resources and opportunities to accelerate profit growth. Perform customer behavior analyses, What-if and ROI analyses related to go-to-market strategies (customer segmentation, FF targeting and deployment …) and discretionary investments, profitability and growth analyses in support of investment decisions.

Finally, the Com Ops Lead serves as the junction point between the International Operations Commercial Center of Excellence and the markets. Leading the implementation of all sorts of projects and operation improvement initiatives such as the implementation of new technological initiatives, reporting systems, species deployment redefinition, playing a key role in ensuring competitive advantage in the market place and shaping the image of Zoetis at a local and regional level.

 As a key leader within Zoetis Chile, also models and communicates the importance of conducting business in a manner consistent with Zoetis Core Beliefs

KEY FUNCTIONS:

Strategy and Business Planning: Contributes to the development and execution of the strategy and business plan for Zoetis Chile to ensure alignment across species team that support the achievement performance targets.

External Relationships: Develops and maintains a network of key contacts and opinion leaders to facilitate the flow of information, identify commercial opportunities, and influence opinion of Zoetis and its products.

People Management: Leads and motivates a high-performance team to maintain Zoetis´ position as an Employer of Choice.

 Professional Development: Develops and executes individual development plan to enhance performance on the job.

Field Force Effectiveness

• Provide strategic leadership to develop, harmonize and support implementation of technology (e.g., SAP, CRM, and BI) across the Business Units, Field Force and Customers.
• Provide strategic leadership to develop, harmonize and support implementation of CRM in Chile across the Business Units.
• Liaise with customer database (CRM Administrator) team in ongoing improvement, cleanup, and maintenance of customer database to ensure consistency and quality of customer data utilized in Chile.
• Explore innovative ways to leverage technology to engage customers, streamline operations, reduce administrative burden for the field force.
• Provide strategic leadership to harmonize and support implementation of Territory Design and Coordinate and support the implementation and maintenance of efficient sales force deployment for each of the sales organizations. 
• Liaise with Information Technology in recommending, testing, and implementing application enhancements as recommend by sales leaders.
• Partner with Regional Commercial Operations and Effectiveness Team to identify and monitor Key Performance Indicators (KPI’s).
• Promote the different Business Intelligence tools to provide effective and quality data and communicate performance data according to the process.
• Maintain customer level sales potential and customer segmentation framework.
• Support the Zoetis Chile team to identify the key decisions, align them to metrics that can be tracked and acted upon, and institute the tracking of the same.
• Leads the ongoing collaboration with business unit commercial and financial teams in the development of unit level operational demand forecasts, using a monthly consensus demand planning process. 
• Drive achievement of brand and market inventory objectives and takes action to minimize inventory write-off exposures.
• Plan and implement routine launch, in-line product extensions, and major product changes enabling business unit growth.
• Monitor monthly the level of inventories in the Distributors and Key Accounts in partnership with the Business Units and recommend actions to minimize potential risks.
• Monitor the sell-in (to the market) and sell-out (in-to the market) information and propose opportunities to enhance the flow of information.
• Support the Business Units to calculate the suggest targets for each Distributor.
• Lead, facilitate and personally contribute to data analysis focused activities to support measurable project outcomes.
• Provide strategic insights to aid in guiding project direction and outcomes.
• Manage client engagement risk and exhibit creative problem-solving techniques to address client service delivery challenges.
• Leads regional procurement and distribution strategies to complement national strategies, plans, and agreements, and coordinates with the local colleagues to ensure that Chile is properly represented and included in all sourcing activity.
• Establishes effective communication and collaborative processes with key internal stakeholders. Coordinates with user departments in order to understand needs and anticipate/resolve issues.
• Manages automated systems and appropriate data/information related to sales or FFE KPIs.
• Trains, motivates, evaluates, and supervises staff to ensure that all employees receive adequate guidance, coaching, and resources to perform their jobs and achieve department objectives.
• Maintain appropriate resource materials and competitive information.

Incentives

• Prepare, review and submit a high volume of incentive applications and claims ensuring compliance with all relevant guidelines and agreements. 
• Maintain filing/document management system for electronic and paper documents.
• Daily input of appropriate notes for all incentive related tasks, manage project status updates, and generate necessary reports.
• Actively monitor the status and take appropriate, timely action as it relates to incentive administration.
• Identify common incentive issues and develop suitable solutions and processes.
• Suggest and participate in process improvements including better software utilization, creating application templates, critical reporting and summarizing information for other departments.

Customer Service

• Leadership to ensure the correct and timely capture orders through the ERP.
• Maintain departmental performance requirements related to average order size, service success rate (error to order ratio), monitored metrics, and criteria contributing to department service level goals.
• Apply required up-selling techniques to effectively satisfy customers' needs and meet departmental and company sales objectives.
• Provide answers to general inquiries regarding routine product use and services provided following up with additional information when necessary.
• Encourage on-going training and departmental meetings in order to maintain full knowledge of products and their use.
• Communicate pertinent account information to fellow Customer Service Colleagues, Distribution, Sales & Marketing, Product Support, Credit & Collections, and other appropriate areas.
• Document customer comments on product, competitive information, and other critical customer feedback.
• Promote positive and professional customer service in every customer encounter. Effectively listen to customer complaints and concerns, accurately offer solutions to problems based on your expertise and with the assistance of your supervisor, when necessary.

Field Force Support

• Promote a culture of safety and identify opportunities to strengthen our duty of care towards employees, and ensure adequate communication with corporate on all events
• Provide training for the people involved in procurement locally and ensure best practices can be identified as well as opportunities for shared procurement.
• Coordination of key events such as the annual national sales meeting and distributors meetings, as well as support the business units with their key events.
• Link with enabling functions to solve and implement plan of actions (Global Operations, Human Resources, Information Technology, Finance, Legal and Procurement).
• Support and work with the HR team to ensure the alignment of incentives to the business opportunities.
• Support the finance team in the review and operationalization of process improvement programs aimed at cost reduction.
• Support the finance team in the planning process to ensure alignment with the Key Performance Indicators and goals established for the year.
• Support the Procurement team identify opportunities for vendor management and rationalization.
• Work with the GO team identify and implement facility improvements.
• Run a top-class master data maintenance process and practices.
• Ensure internal operational process and practices are SOX & Audit compliant.

Other responsibilities

• Executive project oversight: Acts on the authority of the office of the General Manager to oversee strategic projects with a primary focus on initiatives affecting the field force that typically require cross functional resource likes Logistics, Planning, Procurement and Operations.
• Facilitates the process of project solicitation, selection, prioritization, implementation, and monitoring.
• Ad-hoc analysis and decision support.
• Maintains the Strategic Plan and facilitates the annual process.
• “Ambassador” for the General Manager, buffering communication with other members of the strategic team in cases where there are sensitive issues. Takes initial meetings with outside parties for screening purposes or as a representative of the GM.

THIRD PARTY RELATIONSHIPS

Internal Relationships:

• Chile GM
• Business Units
• International Operations CoE
• Regional Com Ops leaders
• Operations
• Incentives
• Finance
• L&D
• ITS
• Regulatory Affairs
• Communications Leaders
• Supply Chain and Logistics
• Field Force

External Relationships:

• Customers
• Key Accounts
• Warehousing and supply chain vendors
• PR and Marketing Agencies

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Yes, I am currently eligible to work (work permit/visa/citizenship) in the country to which I am applying. No, I am not currently eligible to work (work permit/visa/citizenship) in the country to which I am applying.