Operations Manager | Key Accounts Manager (Modern Off-Trade) - North & Central

Job Purpose:

Lead customer and field execution for the assigned customer cluster, retail format or geographic area. Translate approved customer plans and commercial priorities into disciplined in-store execution, ensuring availability, visibility, merchandising, pricing, promotion and service standards. Coordinate closely with Group KAM Operations, KAM Planning and cross-functional teams to deliver customer commitments, resolve operational issues and drive sustainable sales growth.

Accountabilities:

1. Account Execution & Customer Operations:

• Translate approved Joint Business Plans, customer priorities and commercial programs into account- and outlet-level deployment plans for the assigned scope.

• Ensure high-quality in-store execution across availability, visibility, merchandising, pricing, promotions and compliance with PICOS and Sales Fundamentals.

• Manage operational relationships with relevant customer contacts, Store Managers and Regional Customer Managers to secure timely implementation of agreed activities.

• Coordinate daily with KAM Planning, Trade Marketing, Customer Service & Logistics, Supply Chain, Finance and field teams to ensure operational readiness and delivery of customer commitments.

• Monitor delivery, stock, returns, claims and other service issues; drive timely resolution and escalate material risks when required.

• Identify outlet, distribution and execution opportunities within the assigned scope and recommend actions to expand profitable growth.

2. Execution Performance & Resource Management:

• Track execution performance through scorecards, PICOS, Sales Fundamentals and agreed sales and service KPIs for the assigned customer cluster or area.

• Run regular operating reviews with the team, identify execution gaps and ensure clear corrective actions, owners and timelines.

• Deploy field resources, commercial materials and operational support within approved plans and budgets to maximize execution effectiveness and return on investment.

• Provide accurate and timely updates on sales execution, customer issues, competitor activity and market developments to Group KAM Operations and KAM Planning.

• Capture frontline insights and convert them into practical recommendations to improve customer plans, promotional execution and ways of working.

3. Team Leadership & Continuous Improvement:

• Set clear objectives and execution standards for assigned KAS, Merchandisers and field team members; monitor performance through regular reviews and field coaching.

• Build team capability in customer service, selling, negotiation, Sales Fundamentals, outlet execution and problem-solving.

• Plan team resources and support recruitment, onboarding and development of new field employees when required.

• Promote strong teamwork, discipline, accountability and the ONE MOFT spirit while role-modelling HEINEKEN behaviors.

• Share best practices and lead practical improvements that strengthen execution quality, consistency and productivity within the assigned scope.

Yêu cầu công việc

Requirements:

• Bachelor's degree in Business Administration, Economics, Marketing or a related discipline; an MBA is an advantage.

• Professional working proficiency in English.

• 5+ years of experience in Modern Trade Sales, Key Account Operations, Field Sales, Trade Marketing or a related commercial role, preferably in FMCG.

• Demonstrated experience in outlet execution, customer operations, sales performance management and cross-functional coordination.

• Experience leading field teams, projects or junior employees is preferred.

• Strong execution discipline, project management and critical-thinking skills.

• Analytical mindset with the ability to interpret outlet-level data and take timely action.

• Strong communication, negotiation, coaching and influencing skills.

• Agile problem-solving and the ability to deliver under pressure in a dynamic market environment.

Quyền lợi

• Thưởng: 13th payment and variable bonus
• Chăm sóc sức khoẻ: Premium healthcare for you and your family
• Đào tạo: Professional training programs