Director, Customer Prospection & Experience - LATAM OU

Overview

We’re accelerating our momentum as the fastest growing large consumer goods company in Latin America. People are our focus when we’re collaborating with our diverse network of locally connected bottling partners, and when we’re returning every drop of water we use to communities and nature. We empower our employees to challenge the status quo, make bold recommendations, experiment and adapt, so we can grow together and make a great business even better.

Role Profile

DIRECTOR CUSTOMER PROSPECTION & EXPERIENCE - LATAM

Key Working Parameters

Focus, Scope, & Impact :

• This role is responsible for leading the design, development, and implementation of LATAM Customer Prospection and Customer Experience (CX) strategies to accelerate our portfolio growth in the market and quantum leap our Net Promoter Score performance across all channels.
• Role scope consists of 39 LATAM markets, covering 67 Bottlers operations and 4.8MM customers currently served on a weekly basis, with an average 55% NPS. This position goal is to bring +1MM net new outlets and increase +10pp to achieve 65% NPS in the next 3 years.
• Lead disruptive strategy and thinking for new customers prospection with Bottlers commercial directors through artificial intelligence algorithms and external geocoding and socio-economic data to increase KOS portfolio numeric distribution, share of visibility inventory (SOVI), and market share.
• Lead the design and alignment of KOS Customer Experience shared vision, including customer journey, superior experience, and closed the loop to address pain points, together with Bottler leadership teams over 5 years horizon, and translate it into specific implementation projects to deploy with each Bottler operation, over short-term horizon (1 – 3 years).
• Lead development of Advanced Analytics and Artificial Intelligence approaches to map out customer & consumer needs, and propose market actions, resulting in higher market share, increased sales revenue, improved margins.
• Lead LATAM Commercial Ecosystem Board with Bottlers Commercial VPs, LATAM Senior VP C&CL and LATAM VP Value to Market to accelerate “outside-in” disruption from startups, scale ups, universities, etc.
• Provide guidance and support for investment decisions in Kamay Corporate Venture Fund (LATAM Corporate Venture Fund).

Key Success Parameters

Experience

Work Focus

Communication Focus

Skills

Leadership; Social Media; Sales Channel Development; Conversion Rate; Key Performance Indicators (KPI); Structured Query Language (SQL); Marketing Campaigns; Digital Advertising; Branding; Demand Generation; Media Buying; Product Commercialization; Marketing Strategies; Channels Strategy; Tableau (Software); Customer Insights; Market Segmentation; Alteryx; Microsoft Office; Strategy Development; Google Analytics; Microsoft Power BI

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