Operations Director Consumer Packed Goods account

Job title: Operations Director Consumer Packed Goods account

Company: TASQ Staffing Solutions


Job description: Summary of responsibilities, but not limited to:

• Design and execute the Outside-In model in key strategic accounts, to generate client specific business insights to improve their client retention, issue resolution, revenue generation, etc.

• Continuously improve the customer satisfaction, quality, and KPIs, thru the effective deployment of the CIP framework

• Drive efficiency improvement of 15% thru efficiency gains, productivity and dollar saves in the budget.

• Ensure that all managers/leads in the geo have a clear understanding of the vision and deliverables of the CPG team and their expected contribution to the outcomes.

• Implement a monthly cadence of reviewing the business insights from CIP/Analytics with the service delivery / account team and then the Client to ensure complete alignment with the evolving customer expectations.

• Ensure cross functional actioning of the business insights generated, to prevent recurrence and drive improvement in the consumer experience.

• Build the Service Delivery teams skillset, by evaluating the current capability and partnering with the capability development team to address specific skill development needs.

• Perform any other assigned tasks as required by the leadership team.

Principle Accountabilities

• Responsible for the execution & enhancing the Consumer Effort Analysis, Insights & Action Planning for CPG clients. Drive improvements across the consumers touchpoints, time to resolution, repeats, transfers and boosting CSAT scores

• Build, present & drive change through the monthly analysis of emerging trends to identify the shift, trends & opportunities in performance, referenced by the priority of KPIs.

• Lead and drive initiatives to deliver improvements in the bi-annual Client NPS for the CPG Accounts

• Improve results partnering with internal teams and the clients, maximizing performance and bonus. This includes ownership to identify opportunities as defined by the SOW/Emerging Client Business Trends etc.

• Be an expert on and by demonstration on key practices of coaching, analytics, etc. and be able tell-do-show or enable skilling or upskilling the team on CPG, Consumer Trends, Consumer vs. Customer, Solutioning, and Lean 6 Sigma.

• Influence to deliver a 5-15% increase in revenue in the key strategic accounts within CPG

• Drive excellence in operations (reduction of customer effort and touchpoints per resolution) etc.

• Leads activities related to reduction of Client Executive Effort, Top Talent Retention & Development initiatives within CPG

Qualifications:

• A strong background in BPOs supporting CPG
• Experienced in consumer research, business analytics and continuous improvement
• Experience in a regulated industries with reporting requirements (Food is a plus)
• Experience in case management hierarchy along with case management with 3rd parties
• Understanding consumer experiences and distribution models in the CPG realm
• Multi-cultural (understanding business globally and consumer patterns and options)
• Ability to have conversations and present globally to Senior Client Leadership
• Ability to manage multiple global teams (internally and client based)
• Ability to create and manage joint business plans with the client
• Experience in assessing talent and adjusting business models to improve performance
• Ability to digest, relay data internally and externally and then drive change through reporting analytics
• Experienced leading a multinational team
• Hands on experience in driving change management in a large matrix d environment
• Lean Six Sigma
• Strong Lateral Work Experience in other functions like Sales, Training, etc.
• Excellent presentation and facilitation skills for group sessions.
• Possess strong planning, organizational and execution skills, collaborative, professionalism, and initiative while handling multiple projects and programs concurrently.
• Strong written and verbal communication and interpersonal skills.

Expected salary:

Location: Taguig City, Metro Manila

Job date: Fri, 21 Mar 2025 23:14:58 GMT

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