About the role

Primary Purpose of RoleResponsible for driving both customer centric initiatives & process optimization across the commercial function. This role blends customer engagement, data integrity & satisfaction metrics with process design, standardization & performance improvement. The ideal candidate will be a strategic thinker with strong analytical skills & a passion for delivering exceptional customer experiences while ensuring operational excellence.Area of responsibility & Key elementsCustomer & Process Excellence · Ensure accuracy and completeness of customer and outlet master data through robust governance practices.· Lead the Net Promoter Score (NPS) program, from strategy to execution, and translate insights into actionable improvements.· Define and implement standardized commercial processes that align with business goals and enhance operational efficiency.Oversee customer contract management in line with Delegation of Authority Guidelines (DAG)Engagement & Culture Building· Design and execute customer engagement programs, including tiering and relationship strategies.· Launch and manage the Commercial Excellence Program, ensuring adoption across teams.· Foster a culture of customer-centricity and high performance through training, communication, and engagement initiatives.· Conduct internal communications to align teams on process updates, performance metrics, and excellence goals.Data-Driven Insights & Performance Monitoring· Develop and maintain dashboards and reports to track key customer and process metrics.· Define KPIs and performance standards to measure success and identify areas for improvement.· Conduct audits and assessments to ensure compliance and continuous improvement.Present insights to leadership to drive strategic decisions and motivate teams.

Manager Commercial Excellence

About the role

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Manager, Commercial Excellence

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