With a startup spirit and 90,000+ curious and courageous minds, we have the expertise to go deep with the world’s biggest brands—and we have fun doing it. Now, we’re calling all you rule-breakers and risk-takers who see the world differently and are bold enough to reinvent it. Come, transform with us.

In this position, The Customer planner role will be an integral support who will manage Business processes, tools & update systems, data governance and reporting that Key Account Managers can easily understand and use.

This role will help liberate Key Account Management to spend more time on Grow the business activities.

Roles and Responsibilities

• Establish a strong collaborative relationship with Promotion Planning Team & Key Account Management
• Interact with internal stakeholders, Planning & Execution team, Promotion Planning teams and Key Account managers
• Proactive and Self-motivated to follow up or chase with multiple teams for pending information
• Create, update, cancel Promotions on ACTPM tool
• Validate required details as per guidelines to create or amend a Promo
• Send request to KCAM (Key Account Manager) to provide the updated details
• Update the Promo plan into tracker
• Check Promo execution success (planned Vs actual) and performance reporting
• Regular query resolution and proactive communication/escalation
• Create Promo nomination form & confirm back to KCAM
• Ensure that the promotions are finalized on tool before promo launch date
• Validate and Update Promo plan into tracker
• Maintain daily work tracker, review and update SOP, update FMEA
• Manage exceptions and follow guardrails
• Maintain positive VOC from stakeholders
• Create and prepare regular timely Reports, provide analytics
• Achieve KPIs / SLAs contractually agreed
• Deliver Operational Excellence Framework
• Manage and lead calls with clients
• Be proactive and ensure operations is run smoothly
• Understanding of business & local market specifics when applicable.
• Own, create, update, and maintain Standard Operation Procedures (SOP) and Knowledge Management tools
• Ensure reporting both for client and Genpact management for Operations review- Regular and timely reporting
• Identify problems/issues in day to day Operations and resolve them proactively
• Highlight and escalate any issues that need attention
• Coordinate and resolve issues with excellent customer service
• Deliver quality customer service by researching and responding to all internal stakeholder’s inquiries quickly, effectively, and professionally.
• Ensure positive customer VOC from stakeholders

Minimum Qualifications

• Relevant years of experience of MIS and/or reporting experience
• Fair understanding of upstream and downstream of process in Trade Promotion Management: Trade Claims, Dispatch rate, Demand/supply planning, Logistics, Supply chain, overall understanding of Trade Pay and Deductions
• Fluent in English. Proficient oral and written communication skills. German reading skills.
• Experience in Microsoft suite including Outlook, Power Point and MS Teams; advanced Excel skills
• Strong analytical mindset, problem solving, organization skills, and attention to detail
• Proactive problem solver – generate good ideas and practical solutions
• Strong team player, Dependable
• Able to manage their workload and ensure completion of tasks even if a stretch is required
• Ability to prioritize tasks and Multitask when required
• Self motivated and independent personality with strong problem solving skills as well as a strongly developed proposal thinking mindset

Preferred Qualifications

• Exposure to consumer goods industry
• Exposure to technologies like Trade Promotions Management tool, Trade Promotions Optimizer, Forecasting tools, SAP etc.
• Proficient Visio skills and process mapping experience (Preferable)
• Certification in Trade Promotions Management is an added advantage
• Transitions Experience- Must have transitioned 1 or more process successfully
• Understanding of business and local market specifics when applicable

What can we offer?

• Attractive salary;
• Stable job offers - employment contract
• Work in a multicultural and diverse environment with employees from over 30 countries
• Genpact supports professional tranings and great career development opportunities
• Free access to our award-winning learning platform
• Benefits such as Insurance, Luxmed, additional vacation days, biking policy