Senior Customer Management Coordinator

PepsiCo UK is home to some of the world's most loved food and drink products. Making every day favourites like Walkers, Quaker, Doritos, Pipers and Monster Munch, to name a few! We have a fantastic reputation for developing and launching products that our consumers love. PepsiCo products are enjoyed by consumers around the world more than one billion times a day in more than 200 countries and territories. The company generated $86 billion in net revenue in 2022. We pride ourselves on being a great place to work and in 2023 have been awarded the Times Top 50 Employers for Gender Equality (formerly Times Top 50 Employers for Women) for the 18th year in a row and Top Employer for the 12th year in a row.
Guiding PepsiCo is our vision to Be the Global Leader in Beverages and Convenient Foods by Winning with PepsiCo Positive (pep+). pep+ is our strategic end-to-end transformation that puts sustainability at the centre of how we will create value and growth by operating within planetary boundaries and inspiring positive change for planet and people. For more information, visit www.pepsico.com
RESPONSIBILITIES:
Customer /Call Cycle Management (80%)

• To manage a Group portfolio of customers, build meaningful relationships and client understanding, to ensure their needs are met.
• To develop and maintain relationships with customers ensuring they are taking advantage of our full range of products available to them.
• Focus on account retention on your portfolio, by use of effective call cycles and liaising with BDE's and being aware of your customers buying patterns.
• Management of Group accounts. To effectively update the group accounts, bible and potential documentation in order to realise priorities across the group portfolio and ensure excellence in Customer Management.
• Utilise the POS range to ensure customers merchandising is right for their outlet and promoting the Pipers brand.
• To manage accounts from purchasing to payment, liaising with finance to ensure effective credit control procedures are in operation.
• To liaise with the Warehouse, Van Sales and Production to ensure customer expectations are met.
• To provide regular feedback to your line manager on performance and consumer trends.
• To follow the Trade complaints procedure effectively in order to minimise impact on customers in the event of an error.

Manage the end to end relationship with a set of identified key/Group accounts (10%)

• Prepare & Conduct Group Buyer meetings, providing customer updates, information and ideas in order to build strong relationships with each one.
• Ensure you are utilising the Group management tools are your disposal in order to effectively manage each group and highlight as early as possible any issues or risks across your portfolio (being aware of Group retention rates etc).
• Create TA's and resign TA's following the Pepsico guidelines.

Supervisory Duties (10%)

• Be actively involved in the Induction process for new team members.
• Act as a 'buddy' to colleagues as and when required following Induction & additive training.
• Prepare call details for team meetings.
• Support on DDM's to offer direction and guidance in the day by day tasks.
• Communicate issues, concerns, areas to address in the everyday back to the Telesales Manager.
• Act as a leader, by helping colleagues with queries, challenges and adhering to best practice in call cycle and Customer Management as part of your role.

KPI/Measures:

• Call numbers/100% call cycle.
• Conversion rate.
• AOV.
• Talk and Call time.
• Retention.
• Error & Debt management.
• Performance to revenue targets.
• 100% buyer meeting reviews.

QUALIFICATIONS:

• GCSE level education.
• +2 years' sales and customer service experience.
• Ideally some face to face (field) experience of managing accounts.
• Confident in use of CRM systems to aid excellence in customer mangerment.
• Effective us of Microsoft office applications including Powerpoint & Excel.
• Good numeracy skills.
• Excellent communication skills.
• Planning and organising.
• Attention to detail.
• Ability to work to deadlines and achieve targets.
• Self-motivated and good time management.
• Effective and confident presentation skills.

Opportunities:
We are committed to learning and development opportunities in order to create a culture of lifelong learning.
We are an equal opportunity employer and comply with the Equality Act 2010, we value diversity at our company; it is an essential part of our success. We do not discriminate on the basis of age, pregnancy or maternity, marital/civil partnerships, religion or belief, sex or sexual orientation, gender or gender reassignment, disability or race including; colour, nationality, ethnic or national origin.