Draught Operations Executive

Asahi UK (AUK), part of Asahi Europe & International Ltd, aims to enrich consumer experiences through innovation, high-quality service and an exceptional portfolio of premium beer, ale and cider brands including, Peroni Nastro Azzurro, Asahi Super Dry, Meantime, Fuller’s London Pride and Cornish Orchards. Our aim is to be the leading super premium beer business in the UK, through a brand mix that creates a compelling proposition. At AUK we operate as an end to end business unit responsible for sales, marketing, customer operations, production, supply chain and wholesale operations in the UK & Ireland. For further information, visit www.asahibeer.co.uk

Asahi Europe & International is a subsidiary of Asahi Group Holdings Ltd, a global beverage and food company listed on the Tokyo Stock Exchange, Japan. Employing > 12,000 people, Asahi Europe & International is the custodian for leading super premium lager brands Peroni Nastro Azzurro, Grolsch, Asahi Super Dry, plus international Czech lager brands, Pilsner Urquell and Kozel. The business has world-class brewing and production facilities in 8 markets – UK, NL, ITL, PL, CZ, SK, HU, RO. In most of these markets, we are the leading brewer with full portfolio of famous brands. Commercial operations in other parts of Europe, USA, Canada, LatAm, Africa and Asia are served through our global distribution network. With state-of-the-art facilities, some of the best brewers in the world, quality ingredients, and a culture based on innovation and collaboration, Asahi offers the best quality of beer to beer lovers worldwide. More information can be found at www.asahiinternational.com

Draught Operations Executive

This exciting role will be responsible for fully valuating the Asahi UK position on Line charge scheme and Must Buy Must Sell (MBMS) in relation to Draught Dispense systems it provides and uses.

The role is key to ensuring that Asahi UK deliver complete customer and consumer satisfaction at the point of dispense for Asahi UK draught products through effective and professional levels of service delivery and technical support in line with budget.

Key accountabilities
Draught Dispense Installation and Maintenance Operations Management

Support the draught dispense installation & maintenance programme as completed by the third-party service provider(s) and AUK’s In-House Technicians ensuring that works are completed within SLA and budget. Activities include:

• Primary contact for third party service provider, and equipment supply partners’ operational teams, AUK’s In-House Technicians, AUK sales and marketing personnel and customers on all day-to-day matters relating to Draught Operations.
• Support the In-House engineering team with the planning of work requests and passing to the outsources service provision as appropriate.
• Work closely with the third-party service providers on a day-to-day basis to ensure delivery of service agreements and achievements of service targets.
• Accountable for managing out of SLA or technical queries to minimise the impact of failure on the customer and on cost.
• Accountable for the daily Work in Progress call to monitor actions are delivered effectively by either third party service provider or AUK sales team, ensuring work requests are delivered to SLA or closed down as appropriate.
• Resolve or escalate any issues relating to service or product quality to the draught management team or third-party service provider as appropriate.
• Manage the Technical Services inbox’s and ensure all queries are responded in a timely manner.
• Ensure systems are updated with accurate and detailed records for all draught system installations and associated assets, including daily data matches.

Customer Services Management

• Build and maintain supportive relationships at an operational level with internal and external customers managing and delivering against expectations.
• Attend on trade channel and field sales team meetings delivering service updates ongoing training and initiatives to foster a collaborative relationship
• Actively devise and investigate ways to improve the draught technical installation and maintenance operation in the spirit of continuous improvement, reducing complexity, improving administrative efficiency, and working smarter with other teams and partners.
• Support the Draught Operations Manager in the design and implementation of new services / processes, third party service providers, and new customers.

Contract Management

• Prepare and align agreed reporting on operational, service and cost performance targets with the third-party service provider to support performance review.
• Attend the weekly Operations Meeting when required, with the third-party service provider to agree weekly SLA’s and address ongoing operational issues.
• Support the Draught Operations Manager as appropriate at monthly operational review meetings.

Asset and Inventory Management

• Support the Draught Operations and Draught Operations Contracts Manager to ensure that the third-party technical services provider comply to dispense equipment controls and processes. Examples include receipt of inventory movement reporting and stock reconciliations, attendance of stock counts, authorisation of stock losses or supporting equipment quality claims.
• Checking and administering Line Charge claims ensuring all claims are valid via communication with third party service provider and system owner and that information is recorded against individual stockists on the CRM system in a timely and accurate manner.

General

• Accountable for the co-ordination, development and delivery in conjunction with the wider Draught Technical Services team of “Draught Administration Process” Induction program to all relevant new members of the AUK sales team.
• Raise requests for DTS team Purchase Orders and maintain Purchase Order Log for all requests and available spend against budget

Experience required

• Knowledge and experience of the Drinks or Beer Industry will be an advantage
• Experience in a customer service or operational role managing large volumes of work orders within an FMCG environment
• Customer or supplier relationship management exposure
• Experience of training on a 1-2-1 and group basis advantageous
• Project management experience
• Excellent PC skills: advanced user of Excel, proficient in Word & PowerPoint
• Knowledge of recognised CRM tool with experience of implementing system developments an advantage.

Key attributes of the successful person

• Customer and quality focussed
• Demonstrates strong commercial awareness and good analytical skills.
• Able to build productive customer or supplier relationships that deliver against the business objectives
• Able to work within a Head Office environment with the ability to communicate and influence both senior stakeholders and other departments within the business.
• Able to work on own initiative with minimal supervision
• Demonstrates excellent administration skills and attention to detail thorough and logical approach to work.
• Ability to quickly develop a good working knowledge of CRM type systems
• Diligent in completion of tasks and projects
• Able to work effectively in a close-knit team, often in pressurized situations

We are committed to nurturing a workplace where we celebrate and respect difference, and support everyone to be true to who they are! At Asahi Europe and International we believe you can SHINE AS YOU ARE - no matter your age, gender, ethnicity, sexual orientation, disabilities, religion, or beliefs. We want to support you to be courageous in your individuality and to know that whoever you are and whatever your circumstances, you can belong with us without having to conform.