Draught Operations Executive in Woking

Key Purpose Statement
The Draught Operations Executive is responsible for fully managing both the external and internal telemetry data systems, providing accurate and actionable reporting, to drive Auk’s premium position and brand quality programmes, in relation to the Draught Dispense systems it provides and uses. The role is key to ensuring that AUK quality and brand specifications are monitored and met through the telemetry systems network, and that AUK are not exposed in terms of compliance and complete customer and consumer satisfaction at the point of dispense for Asahi UK draught products through effective and professional levels of service delivery and technical support in line with budget.

Key Accountabilities

• Draught Dispense Telemetry Installation & Maintenance Operations Management
  Support the draught dispense telemetry installation & maintenance programme as completed by the third-party service provider(s) ensuring that works are completed within SLA and budget. Activities include:

• Primary contact for data collection and management with Bar Analytics, third-party service providers, AUK operational teams, AUK sales and marketing personnel and customers on all day-to-day matters relating to telemetry.
• Work closely with the Bar Analytics and AUK sales teams on a day-to-day basis to ensure delivery of quality standards and achievements of all compliance targets.
• Accountable for managing communication and telemetry queries to minimise the impact of system off-line failure, and any impact on the customer and data reporting.
• Resolve or elevate any issues relating to service or product quality identified through the telemetry systems to the draught quality management team, AUK sales and external operators/customers using AUK telemetry as appropriate.
• Provide support to manage the Technical Services inbox and ensure all telemetry queries are responded to in a timely manner.
• Ensure CRM system is kept updated with detailed records for new and removed draught telemetry system installations and associated assets, including daily data matches.
• Oversee customer telemetry Request for Work (RFW) using online systems where appropriate (e.g. Enterprise TSR & Punch/Spirit RFW sites) ensuring the third-party service provider are updating, acting & closing requests in line with agreed service levels.
• Using telemetry data, provide support to the ongoing mobile bar commissioning activity and deployment of new and movement of existing bar assets.

• Customer Services Management
  Build and maintain supportive relationships at an operational level with internal and external customers managing and delivering against expectations. Attend on trade channel and field sales team meetings delivering telemetry service updates ongoing training and initiatives to foster a collaborative relationship and bolster the AUK DTS Teams profile. Actively devise and investigate ways to improve the draught telemetry technical installation and maintenance operation in the spirit of continuous improvement, reducing complexity, improving administrative efficiency, and working smarter with other teams and partners. Support the Draught Operations Controller in the design and implementation of new services/processes, for both new and current customers (MRG/Free Trade).

• Contract Management
  Prepare and align agreed reporting on operational, service and cost performance targets with Bar Analytics to support performance review. Attend the weekly Operations Meeting/Telephone call with AUK sales teams and Bar Analytics to address ongoing operational issues. Support the Draught Operations Controller as appropriate at monthly operational review meetings.

• Asset and Inventory Management
  Ensure telemetry equipment removed from operators/customers is returned through the AUK refurb programme, and that all data systems are updated to reflect current position in real time. Monitor inventory at 3rd Party Service Provider depots to ensure that optimum stock levels are maintained and are neither exceeded nor too low. Support the Draught Operations Controller to ensure that the third-party technical services provider comply to telemetry dispense equipment controls and processes. Examples include receipt of inventory movement reporting and stock reconciliations, attendance of stock counts, authorisation of stock losses or supporting equipment quality claims. Checking and administering Line data charges to competitor and third-party brand owners ensuring all claims are valid via system owner and that information is recorded against individual stockists on the CRM system in a timely and accurate manner.

• General
  Accountable for the co-ordination, development and delivery in conjunction with the Draught Quality Managers of “Draught Administration Process” Induction program to all relevant new members of the AUK sales team. Raise requests for DTS Purchase Orders for ongoing data charges and maintain Purchase Order Log for all requests and available spend against budget.

Experience Required

• Knowledge and experience of the Drinks or Beer Industry will be an advantage.
• Experience in a customer service or operational role managing large volumes of work orders within an FMCG environment.
• Customer or supplier relationship management exposure.
• Experience of training on a 1-2-1 and group basis advantageous.
• Excellent PC skills: advanced user of Excel, proficient in Word & PowerPoint.
• Knowledge of recognised CRM tool with experience of implementing system developments an advantage.

Key Attributes of the Successful Person

• Customer and quality focused.
• Demonstrates strong commercial awareness and good analytical skills.
• Able to build productive customer or supplier relationships that deliver against the business objectives.
• Able to work within a Head Office environment with the ability to communicate and influence both senior stakeholders and other departments within the business.
• Able to work on own initiative with minimal supervision.
• Demonstrates excellent administration skills and attention to detail thorough and logical approach to work.
• Ability to quickly develop a good working knowledge of CRM type systems.
• Diligent in completion of tasks and projects.
• Able to work effectively in a close-knit team, often in pressurised situations.

We are committed to nurturing a workplace where we celebrate and respect difference, and support everyone to be true to who they are! At Asahi Europe and International we believe you can SHINE AS YOU ARE - no matter your age, gender, ethnicity, sexual orientation, disabilities, religion, or beliefs. We want to support you to be courageous in your individuality and to know that whoever you are and whatever your circumstances, you can belong with us without having to conform.