At a Glance
- Tasks: Execute customer service strategies and manage relationships with key teams.
- Company: Dynamic company in the heart of London, embracing hybrid work culture.
- Benefits: Competitive salary, flexible working, and opportunities for professional growth.
- Other info: Exciting role with opportunities for travel and collaboration across various teams.
- Why this job: Join a team making a real difference in the transition to reduced risk products.
- Qualifications: Strong communication skills and experience in customer service or project management.
The predicted salary is between 40500 - 49500 £ per year.
Contract length: 12 months
Location: London (Hammersmith) - Hybrid
Summary of Role
In your B2B Deployment Executive role, you will execute the Customer Service Centre strategy and market policies across all channels, ensuring the highest standards of service for our Field Force, Retailers and Trade Partners. You will manage the relationship with one of the most highly skilled teams within our third-party CSC service provider.
We will rely on you to lead engagement with the Back Office Support Lead (third party), supporting our Field Force, Commercial Planning team, Retailers and Trade Partners in delivering services to consumers as they transition from traditional smoking to Reduced Risk Product alternatives.
You will be a key team member focused on providing back-office support, including but not limited to retailer non-automated payments, national and regional insights reporting, REEV territory management for small- and large-scale changes, TPOSM logistics from warehouse to Field Force lock-ups, retailer onboarding, Power BI dashboard requirements and updates via the Data Analytics team, and Drive 2.0 support and query management. Your role will also be critical in ensuring continuous improvement, process review and efficiency between the B2B Customer Services and Back Office team, Commercial Planning team, Data Analytics team, Field Force teams across the UK, and other relevant departments.
Main responsibilities
- Understand the key initiatives, requirements and challenges across all indirect channel activities and Field Force regions; identify relevant actions or local fixes and, where required, escalate to the central team and follow up through to resolution and implementation.
- Coordinate with the Commercial Planning and Field Force teams on upcoming activities, aligning on support requirements for sales cycles, activity plans, customer incentive and trade programme payments, approvals and control management, and associated insight-reporting requirements.
- Coordinate Power BI requirements with the Data Analytics team, including but not limited to incentive payments, Field Force insight-reporting support, systemic issues and commercial updates. Work with the B2B Back Office and Admin team (third party) to deploy reports in Power BI where required.
- Establish processes and relevant SLAs for the B2B Back Office and Admin team (third party) to deliver key initiatives and activities within the role's remit. Monitor key service-level metrics and retailer satisfaction indicators, adjusting services to achieve high retailer and internal stakeholder satisfaction. Work closely with the third-party service provider to ensure a high level of execution and advisor engagement.
- Manage the relationship with the third-party service provider (Big Yellow) for Field Force lock-up locations, including budget-related responsibilities, ensuring locations remain relevant for Field Force area coverage.
- Manage budget, forecast, purchase order and invoice processing for third-party service providers.
- Prepare and deliver training for B2B Back Office and Admin team members (Team Lead, Regional Support and Admin Executives), enabling them to provide relevant support and act as a single point of contact for the Field Force and Commercial Planning teams.
- Oversee the processes and controls for accurate and timely processing of all indirect channel non-automated retailer payments and incentives. Carry out thorough SOX control checks against the Standard Operating Procedure (SOP) and report all incentive payment updates to relevant stakeholders.
- Oversee the processes and controls for accurate and timely processing of all indirect channel (REEV) retailer onboardings. Carry out thorough control checks against the Standard Operating Procedure (SOP) and report updates to relevant stakeholders.
- Continuously review and refine processes to improve efficiency across B2B CSC and CBO teams, Commercial Planning, Data Analytics and Field Force requirements.
- Act as owner of the following B2B CBO products:
- B2B Back Office (third party) onboarding
- B2B Back Office escalation processes
- Indirect channel non-automated incentive payment management and related controls
- Indirect channel (REEV) retailer onboarding management and related controls
- Field Force and Commercial Planning insight reporting, excluding pre-Power BI implementation
- Field Force REEV territory, store assignment and support
- Voice of the Retailer (R-NPS) inner and outer circle huddle meetings and interaction set-up
- Drive 2.0 support and query management
- TPOSM/PPOSM deployment coordination
- New onboarding process management, coordination and controls
- Reporting and REEV orchestration systemic support
- Trade programme payment reconciliation and controls management
- Processes - Accurate and timely completion of relevant processes and controls, with strong attention to detail required to meet global process frameworks.
- Scope of Influence - The position's scope of influence is focused on managing one of the key teams within the CSC vendor. Within the role works closely with, but not exclusively with, Commercial Planning, Field Force, Data Analytics, Trade Marketing, Trade Activation, Finance, Supply Chain, KA and IT.
- Communication - The position requires the ability to influence deployments and results, working closely with Commercial Deployments, Field Force and other teams.
- Travel & Meetings - A minimum of one visit per quarter to the CSC vendor (Konecta Casablanca), with a minimum stay of three working days. You will also be required to attend all Field Force meetings and events in person where they are held face to face, including overnight stays where required.
- Data - The position requires the following: Analyse monthly commercial activities, understand requirements and prepare monthly insight reports via the third-party B2B Back Office and Admin Support team to support Commercial Operations and the Field Force team.
- Gather and review Field Force data-support requirements and align with the Data Analytics team on how to implement requests.
- Project Size - FFWD initiatives (SME/Lead), local functional and CSC projects (SME/Lead), and medium-to-large projects (SME).
- Standards & Policies - SOX controls in place and checks completed (L2C C048A - DTE Payment File Controls).
- SOPs and controls in place (10-C - REEV Customer Onboarding).
- Quality KPIs - Stakeholder Net Promoter Score [NPS], Quality Score [based on PML Quality framework], Quality Evaluations [Per Advisor]
- High-Performing CSC B2B Operation and Improved B2B Service Quality
- B2B Central Admin: Non-automated Payment file processing Accuracy (%)
- Channel NPS (B2B)
- B2B CBO Stakeholder NPS
- Training KPIs - Time to Proficiency, Knowledge and Skill Retention Rate
- Efficiency KPIs - Occupancy Rate [Per Agent], Productivity / Capacity Rate [Per Agent]
Position Complexity & Responsibilities
B2B Deployment Executive in London employer: All The Top Bananas
My Four Wheels is an exceptional employer, offering a rewarding career as a Trainee Driving Instructor with flexible working hours and the potential to earn up to £50,000+ annually. With comprehensive training provided through our new Training Academy, employees benefit from ongoing support and resources, ensuring a fulfilling journey towards becoming a qualified instructor while enjoying the satisfaction of teaching locally in Westfield, Surrey.
StudySmarter Expert Advice🤫
We think this is how you could land B2B Deployment Executive in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at All The Top Bananas. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like All The Top Bananas before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace B2B Deployment Executive in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to All The Top Bananas:Your cover letter is your chance to shine! Tell us why you want to work at All The Top Bananas specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at All The Top Bananas!
How to prepare for a job interview at All The Top Bananas
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
