Marketing Services Operation Lead

The Marketing Service Operation Team Lead is responsible of the Service team that enables Marketers to focus on their core activities, providing the support to deliver key non "Marketing core task" such as WBS Creation and Budget Tracking of A&C Spent, all Purchase Requisition to support our Working Media, Non Working Media and Consumer Incentives. This role oversee the creation and management of the Cost Object that allow the tracking of the overall spend ensuring full alignment between the Planned data in FIT and the operational tracking in SAP.

In Marketing, you’ll be the ones who first capture our consumers’ imaginations, giving them a tantalizing taste of our brands. You’ll work to help our brands stay relevant to consumers by developing and activating brand plans that capture their imagination, passion and loyalty.

Main responsibilities:

• Get involved in important client strategic and operational discussions and provide solution
• Understands and articulate the client’s most critical issues and challenges
• Forward looking- doesn’t just react to client requests, but actively works with the senior client to support his/her agenda.
• Oversees the ongoing communication with the Marketing team and manages the ad- hoc communication with senior marketing leaders

Team Management:

• Manage an organization of 30+ employees
• Mentor, coach and development responsibility for up to 4 Marketing Services TLs
• Monitoring the effectiveness of the team against SLA/KPI‟s
• Ensure operational procedures and practices are well defined, documented and consistently applied
• Foster high performance culture in the team with a focus on team work, service excellence and ownership for resolving customer issues
• Encourage open communication between team members, allowing the team to bring forward ideas on how they can collectively deliver a more effective service
• Set and cascade business objectives and targets to the team
• Ensure teams are skilled, trained and developed to enable them to deliver high quality service and support
• Provide first level coaching and support to the Operations Teams, ensuring training is maximized to transfer technical knowledge
• Recommending changes to standard processes and ensuring that these are maintained; recommending improvements where appropriate.
• Promote, champion and drive the use of Mondelez Business Services best practices across the Service Center and assist in establishing operating procedures within these guidelines
• Strong ambassador of MBS and cross functional collaboration in the Service Center
• Promote new idea sharing environment, encourage new ways of working

Scope of Business:

• Build, manage and develop relationship with key users
• Ensure quality, up-to-date documentation exists for all service arrangements
• Ensuring that services are delivered to client’ expectations and meet the requirements of all pre-defined Service Level Agreements for their area of responsibilities
• Take responsibility for customer escalations and act as a first point of escalation as required
• Be the reference contact for all the IPM related activities in their area of responsibilities
• Achieve consistent customer satisfaction ratings and respond appropriate to customer feedback on areas for improvement
• Continuously seek to improve call resolution, manage customer perceptions and foster good internal and external customer relations.
• Carry out reporting on Operations performance seeking to drive high performance levels
• Contribute proactively to new service development
• Work closely with MBS Migration Team to ensure new customers are on-boarded with seamless handover / transition into „in-life‟ service
• Prepare for New Client on-boarding aligned with the timelines set by the migration team
• Ensure active interfaces are established with the MBS Functions and the wider business particularly in the areas of problem solving
• Identify continual service improvement opportunity based on the ongoing business activities
• Accountable for the implementation of selected continuous service improvement initiatives to be delivered within the agreed timescales.
• Maintain CI forum to discuss and agree opportunities to be taken forward and implemented