Operations Director Consumer Packed Goods account

3 days ago

Taguig, National Capital Region, Philippines TASQ Full time $90,000 - $120,000 per year

Summary of responsibilities, but not limited to:Design and execute the Outside-In model in key strategic accounts to generate client-specific business insights that improve client retention, issue resolution, revenue, etc. Continuously improve customer satisfaction, quality, and KPIs through effective deployment of the CIP framework. Drive a 15% efficiency improvement via gains in productivity and cost savings within the budget.

Ensure all managers/leads in the region understand the vision and deliverables of the CPG team and their expected contributions. Implement monthly reviews of business insights from CIP/Analytics with the service delivery/account team and clients to align with evolving customer expectations. Ensure cross-functional actioning of generated business insights to prevent recurrence and enhance consumer experience.

Build the Service Delivery team's skillset by evaluating current capabilities and partnering with the capability development team for targeted training. Perform other tasks as assigned by leadership. Principle AccountabilitiesExecute and enhance Consumer Effort Analysis, Insights & Action Planning for CPG clients to improve touchpoints, resolution times, reduce repeats, transfers, and increase CSAT scores.

Analyze emerging trends monthly to identify shifts, opportunities, and performance priorities based on KPIs. Lead initiatives to improve bi-annual Client NPS scores for CPG accounts. Partner with internal teams and clients to maximize performance, identify opportunities, and drive revenue growth by 5-15% in strategic accounts.

Demonstrate expertise in coaching, analytics, and related practices; enable team upskilling on CPG, consumer trends, solutioning, and Lean Six Sigma. Influence and deliver operational excellence, reducing customer effort and touchpoints per resolution. Lead activities related to client effort reduction, top talent retention, and development within CPG.Qualifications:Strong background supporting CPG in BPO environments.

Experience in consumer research, business analytics, and continuous improvement. Familiarity with reporting in regulated industries (food experience is a plus). Knowledge of case management hierarchies and third-party case management.

Understanding of consumer experiences and distribution models in CPG.Ability to operate in a multicultural, global business environment and engage with senior client leadership. Experience managing multiple global teams (internal and client-based). Proficiency in creating and managing joint business plans with clients.

Experience assessing talent and adjusting business models for performance improvement. Ability to analyze data, communicate insights internally and externally, and drive change via reporting. Proven leadership of multinational teams and change management in large matrix environments.

Lean Six Sigma certification. Experience in sales, training, or related functions. Excellent presentation, facilitation, planning, organizational, and communication skills.

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