Channel Lead (NLD CL) Capelle aan den IJssel, Netherlands
The Channel Lead manages order-to-cash processes for all direct sales and returns encompassing ex-factory sales to wholesalers and several direct accounts. This consists of owning the relationships in partnerships with Business Unit colleagues, managing processes for order placement, processing, service issues, payment conditions, and management of commercial and compliance policies.
The role is also responsible for the provision of customer services for veterinary practice indirect customers and for wholesaler management.
The Channel Lead is a member of the country Leadership Team and contributes to the forging of the overall business strategy. They drive the achievement of the team’s strategic goals.
They are a leader of leaders and are a role model of outstanding leadership behaviors and the Zoetis values.
CORE RESPONSIBILITIES
Customer Excellence
- Manage the direct sales and end to end processes for Order to Cash handling with wholesalers and direct customers. This includes order placement and processing, and oversight of the relationships with customers
- Define and improve Key Performance Indicators of the order desk and the customer service team and ensure KPIs are followed and continuously looks for improvement opportunities
- Ensure the provision of a customer centric service lives in every step of the process
- Manage the service provision to indirect customers, including management of discount and promotion policy and execution, payment of rebates, customer service issues, management of the commercial policy and adherence to all compliance requirements
- Execute all order to cash operations within agreed Service Level Agreement timelines
- Allow provision of administrative support to commercial operations
- Is responsible for developing, maintaining and improving platforms and tools to deliver excellent channel management
Channel Management
- Set the direction for the management of wholesalers and veterinary businesses. Include strategy for of our brand, services and products on multi-channel platforms
Relationships
- Create channels for the sharing of feedback, information and process improvements. Actively give feedback at all levels and ask for it often
- Develop a broad network of contacts – key influencers, industry consultants, industry bodies – and maintain long term relationships with them
Financial & Budget Management
- Manage the Shared Service budget with tight control and financial responsibility. Report regularly on budget forecast
- Use discretionary budget in responsible, value driven and innovative ways. Conduct ROI analysis both pre and post spend
Operational excellence. Lead in digital and data analytics.
- As a leader, identify areas for continuous improvement in all business processes.
- Transform the company in a data driven organisation
KEY SKILLS
- Exceptional leadership capabilities:
- Strong communication skills, grows talent, identifies potential, inspires and enables
- Influencing skills & strong networking skills, builds successful and effective relationships
- Managerial experience in terms of people management, business understanding and financial acumen
- Customer centricity with a strong service orientation
- champions a customer focused environment
- experience in customer facing operations
- Effective at managing complexity and scope
- Insightful & analytical
- Creative & innovative
- Has run order to cash processes of a significant revenue value and has knowledge of SOX and GxP compliance regulations
- Fluent in English; knowledge of Dutch is crucial, and French is an asset
BEHAVIOURS
Our Colleagues make the difference
- Be inclusive. Take people along with you, especially through challenging times
- Show people what best practice looks like and empower others to deliver it
- Find innovative solutions in challenging environment within legal and compliance restrictions
- Dedicate yourself to developing people in ability and behaviour
Always do the right thing
- Be an ambassador for the things we stand for as a business
- Provide opportunities to all in the business who work for it
- Pursue growth and learning
Customer obsessed
- Understand the mechanics of business analysis and know the levers that drive business performance
- Champion a customer focused environment by maintaining a deep and practical understanding of customer needs
- Challenge yourself to consider how the work of the team contributes to achieving our Vision
Run it like you own it
- Take well thought through, calculated risks. Balance the investment of resources, the risk, and the potential gain
- Be an enabler of action. Allow people to do more and discuss less
- Make bold decisions to enhance the distinctiveness and reputation of Zoetis
We are one Zoetis
- Lead and encourage the exchange of opinion, discussion, debate and collaboration
- Listen to your team and act on what you hear. Promote a culture of open communication and honest feedback
- Unify people in success and failure. Bring people together to celebrate, commiserate, and look forward
- Be visible, be available and be generous – with time, support and praise
TRAINING & QUALIFICATIONS
- Master’s degree is desired
- Current passport and valid driving licence
- IT literate. Able to use standard business software and communication tools
TRAVEL REQUIREMENTS
- Regular travel between both offices (Belgium-the Netherlands) will be needed
- Travel in the cluster and to COE HQ will be limited but willingness to visit key stakeholders and to attend cluster meetings is essential