Customer Engagement Manager

Job Description

The Customer Engagement Manager is a key player in our World Class Customer Engagement (WCCE) Cycle with our customers. The responsibilities of the Customer Engagement Mgr are twofold: internally coordinating the WCCE cycle ánd this person is master of selling stories. As Coordinator for the WCCE cycle, this person will connect with all stakeholders to deliver best-in-class customer collaboration and deliver strong customer-centric growth plans.
As a master of selling stories, the Customer Engagement Mgr is instrumental in translating our channel & category-specific strategies into engaging (and channel-specific) selling stories, including brand/category perspective, clear rationales, and the ‘what is in it for the channel/customer’ lens. The objective for this role is to elevate our capability of constructing engaging selling stories to our trade partners, secure consistent formatting/design and set-ups, and ensure compliance within the sales team in our engagement with our customers.
The role will partner with all commercial disciplines, such as Marketing, DX (Cat Man, Perfect Store, Insights, Business Analytics, NRM, and Sales to identify content, needs, and priorities and will work with the respective stakeholders to design the most engaging selling tools to win in the market and land our strategies. This role will not be responsible for developing content, but will facilitate and steer the translating of the available content into our storylines and will furthermore identify gaps in content and steer the organization to deliver those. The Customer Engagement Manager will also work on constructing a simplified cadence in how we engage with our sales partners.
The Customer Engagement Mgr is able to work with external agencies if needed that will help us to translate our content into compelling selling stories.
The Customer Engagement Manager will identify how we can future proof the way we construct & deploy our selling stories, including identifying and testing new (digital) tools. The Customer Engagement Mgr will look after we way we engage with customers on our brand initiatives, as well as our channel strategy initiatives. He/she will also support the development of channel-specific comms programs or loyalty initiatives.

Selling story development

• Delivery of consistent and engaging selling stories, channel-specific including brand/category lens and the ‘what’s in it for the customer’
• Designing needs, processes & timings in delivering content to be able to engage our selling partners timely and effectively
• Designing yearly cadence of channel/customer engagement
• Timely delivery of engaging selling stories according to the year cadence
• Engaging with marketing, Dx, Revman, and sales department on the delivery of right content
• Develop consistent formatting, design, and delivery of our selling stories
• Sign off of general selling stories before engaging customers, these include brand initiatives, general channel strategies, sustainability programs, and year plans

• Defining roadmap (including T&S) on how we can future proof our external selling stories, including new (digital) ways to engage our customers and channel on our growth strategies and brand initiatives

• Identifies the right (creative) partners to work with to deliver best-in-class consistent external storylines to our trade partners.
• Manages this objective within budget

Qualifications/Requirements

• Relevant Master degree (f.e. Marketing, Business, or Economics)
• At least 5 years of experience in FMCG, ideally in marketing, sales, and category development

• Understanding of brand, category, and channel dynamics
• Understanding of customer landscape and customer demands
• Fluent command of English in word and writing
• Creative mind
  
  • Proactive and able to put her/himself on the agenda
  • Ability to oversee the bigger picture
  • Strong networker and strong ability to take others with you
  • Ability to think outside-in and innovative
  • Eagerness to challenge the status quo and move the organization forward