Customer Strategy & Change Manager

Customer Strategy & Change Manager

Context/Scope:

The role will sit in the Customer Value Stream working with the Director and Sub-Stream Leads. It will be pivotal in driving the cross functional elements across the domain including Strategy Planning, Commercial Tools Analysis, Change, Reporting & Adoption, Dependencies of non-value Stream Transformation projects (e.g. Voyager), Simplification Agenda, Benefit Realization & Management as well as supporting with some central financial activities such as recharges.

The role will collaborate across the full value stream to have a handle on what is happening in the short term, medium and long term.

This persona requires broad business understanding, diverse experience across different IT functions as well as strong project management, financial experience as well as a passion for change management.

Dimensions:

Portfolio Finances & Reporting

• Lead cross-functional financial / portfolio activities such as:

  • Commercial Tools Database activities including product TCOs

  • Recharge coordination activities

  • Benefit Realisation & Management

• Leadership reporting – drive & coordinate the quarterly scorecard that is presented to senior leaders.

Value Realization through Change & Adoption

Run regularly audits of product adoption & usage reports and coordinate change and adoption plans with the Solution owners and leads. Collaborate with regional D&T to embed the change plans.

Strategy Planning:

• Partner with Head of Portfolio & Strategy to oversee the management of the medium-term roadmap and strategy submission and liaise with PMO to convert the strategy into an annual portfolio

• Lead D&T activities associated with the Global Commercial Analysis of our current tools, and the roadmap for improvement.

• Join fortnightly regional alignment calls and maintain the backlog.

• Lead the simplification agenda:

  • Coordinate with Enterprise Architecture to define the simplification opportunities per year and drive the agenda forward tracking throughout the year.

  • Identify & plan for budget necessary for the planning cycle.

  • Measure and evaluate the benefit of simplification, where needed write business cases.

Transformation Dependencies

• Collaborate with the Leads from Transformation (EG Commercial Voyager lead) to manage dependencies from key strategic initiatives.

  • Coordinate any resource planning & associated finance needs.

  • Actively lead the analysis & plan for cutovers and milestones impacting the Value Stream. (EG waves for Voyager)

  • Manage and maintain planning tools and ensure transparency of plans and dependencies.

Ensure that dependencies within the regional backlog tracker are understood and aligned with GPOs, Product Owners and Sub-Stream Leads.

Purpose of Role

Our Value Stream is divided into vertical sub-streams however there is a subset of cross-functional activities which require ownership. The purpose of this role is to lead these activities under the support of the Head of Porfolio and Strategy.

Top 3-5 Accountabilities

Lead Cross Functional Routines / Activities:

• Adoption Scorecard

• Commercial Tools Database

• Benefit & Dependency Management

• Recharges

• Regional backlog

Change Management and Adoption:

• Devise new ways of working and a roadmap / plan to step change adoption and value realisation in the customer value stream

Lead Customer Value Stream Cross Functional Projects

• Voyager

• Simplification Roadmap

Qualifications and Experience Required

• Proactive problem solver with analytical mindset and strong project management skills

• Proven Change and Stakeholder Management

• Great Communicator & collaborator that is comfortable challenging the team and business stakeholders when necessary.

• Externally Curious – always looking to improve themselves and the team via benchmarking what our peers are doing both internally and externally.

• Proficient in excel & power point.

• Experience using PBI, SAP, Salesforce, ADO is helpful

• Strong understanding of the commercial business as well as extensive experience working in technology

• Natural leader willing to take accountability and drive delivery

• Roots decision making in benefits & data

• Financial acumen

Flexible Working Statement:
Flexibility is key to our success. Talk to us about what flexibility means to you so that you’re supported to manage your wellbeing and balance your priorities from day one.

Diversity statement:

Our purpose is to celebrate life, every day, everywhere. And creating an inclusive culture, where everyone feels valued and that they can belong, is a crucial part of this. We embrace diversity in the broadest possible sense. This means that you’ll be welcomed and celebrated for who you are just by being you. You’ll be part of and help build and champion an inclusive culture that celebrates people of different gender, ethnicity, ability, age, sexual orientation, social class, educational backgrounds, experiences, mindsets, and more. Our ambition is to create the best performing, most trusted and respected consumer products companies in the world. Join us and help transform our business as we take our brands to the next level and build new ones as part of shaping the next generation of celebrations for consumers around the world.

Feel inspired? Then this may be the opportunity for you. If you require a reasonable adjustment, please ensure that you capture this information when you submit your application.