B2B Deployment Executive

Job Title: B2B Deployment Executive

Contract length: 12 months

Location: London (Hammersmith) - Hybrid

Summary of Role

In your B2B Deployment Executive role, you will execute the Customer Service Centre strategy and market policies across all channels, ensuring the highest standards of service for our Field Force, Retailers and Trade Partners. You will manage the relationship with one of the most highly skilled teams within our third-party CSC service provider.

We will rely on you to lead engagement with the Back Office Support Lead (third party), supporting our Field Force, Commercial Planning team, Retailers and Trade Partners in delivering services to consumers as they transition from traditional smoking to Reduced Risk Product alternatives.

You will be a key team member focused on providing back-office support, including but not limited to retailer non-automated payments, national and regional insights reporting, REEV territory management for small- and large-scale changes, TPOSM logistics from warehouse to Field Force lock-ups, retailer onboarding, Power BI dashboard requirements and updates via the Data Analytics team, and Drive 2.0 support and query management. Your role will also be critical in ensuring continuous improvement, process review and efficiency between the B2B Customer Services and Back Office team, Commercial Planning team, Data Analytics team, Field Force teams across the UK, and other relevant departments.

Main responsibilities

Understand the key initiatives, requirements and challenges across all indirect channel activities and Field Force regions; identify relevant actions or local fixes and, where required, escalate to the central team and follow up through to resolution and implementation.
Coordinate with the Commercial Planning and Field Force teams on upcoming activities, aligning on support requirements for sales cycles, activity plans, customer incentive and trade programme payments, approvals and control management, and associated insight-reporting requirements.
Coordinate Power BI requirements with the Data Analytics team, including but not limited to incentive payments, Field Force insight-reporting support, systemic issues and commercial updates. Work with the B2B Back Office and Admin team (third party) to deploy reports in Power BI where required.
Establish processes and relevant SLAs for the B2B Back Office and Admin team (third party) to deliver key initiatives and activities within the role's remit. Monitor key service-level metrics and retailer satisfaction indicators, adjusting services to achieve high retailer and internal stakeholder satisfaction. Work closely with the third-party service provider to ensure a high level of execution and advisor engagement.
Manage the relationship with the third-party service provider (Big Yellow) for Field Force lock-up locations, including budget-related responsibilities, ensuring locations remain relevant for Field Force area coverage.
Manage budget, forecast, purchase order and invoice processing for third-party service providers.
Prepare and deliver training for B2B Back Office and Admin team members (Team Lead, Regional Support and Admin Executives), enabling them to provide relevant support and act as a single point of contact for the Field Force and Commercial Planning teams.
Oversee the processes and controls for accurate and timely processing of all indirect channel non-automated retailer payments and incentives. Carry out thorough SOX control checks against the Standard Operating Procedure (SOP) and report all incentive payment updates to relevant stakeholders.
Oversee the processes and controls for accurate and timely processing of all indirect channel (REEV) retailer onboardings. Carry out thorough control checks against the Standard Operating Procedure (SOP) and report updates to relevant stakeholders.
Continuously review and refine processes to improve efficiency across B2B CSC and CBO teams, Commercial Planning, Data Analytics and Field Force requirements.
Act as owner of the following B2B CBO products:
B2B Back Office (third party) onboarding
B2B Back Office escalation processes
Indirect channel non-automated incentive payment management and related controls
Indirect channel (REEV) retailer onboarding management and related controls
Field Force and Commercial Planning insight reporting, excluding pre-Power BI implementation
Field Force REEV territory, store assignment and support
Voice of the Retailer (R-NPS) inner and outer circle huddle meetings and interaction set-up
Drive 2.0 support and query managemento TPOSM/PPOSM deployment coordination

o New onboarding process management, coordination and controls

o Reporting and REEV orchestration systemic support

o Trade programme payment reconciliation and controls management

Position Complexity & Responsibilities

Processes - Accurate and timely completion of relevant processes and controls, with strong attention to detail required to meet global process frameworks.
Scope of Influence - The position's scope of influence is focused on managing one of the key teams within the CSC vendor. Within the role works closely with, but not exclusively with, Commercial Planning, Field Force, Data Analytics, Trade Marketing, Trade Activation, Finance, Supply Chain, KA and IT.
Communication - The position requires the ability to influence deployments and results, working closely with Commercial Deployments, Field Force and other teams.
Travel & Meetings - A minimum of one visit per quarter to the CSC vendor (Konecta Casablanca), with a minimum stay of three working days. You will also be required to attend all Field Force meetings and events in person where they are held face to face, including overnight stays where required.
Data - The position requires the following:
Analyse monthly commercial activities, understand requirements and prepare monthly insight reports via the third-party B2B Back Office and Admin Support team to support Commercial Operations and the Field Force team.
Gather and review Field Force data-support requirements and align with the Data Analytics team on how to implement requests.
Project Size - FFWD initiatives (SME/Lead), local functional and CSC projects (SME/Lead), and medium-to-large projects (SME).
Standards & Policies - SOX controls in place and checks completed (L2C C048A - DTE Payment File Controls).
SOPs and controls in place (10-C - REEV Customer Onboarding).
Quality KPIs - Stakeholder Net Promoter Score [NPS], Quality Score [based on PML Quality framework], Quality Evaluations [Per Advisor]
High-Performing CSC B2B Operation and Improved B2B Service Quality
B2B Central Admin: Non-automated Payment file processing Accuracy (%)
Channel NPS (B2B)
B2B CBO Stakeholder NPS
Training KPIs - Time to Proficiency, Knowledge and Skill Retention Rate
Efficiency KPIs - Occupancy Rate [Per Agent], Productivity / Capacity Rate [Per Agent]

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