Director Customer and Sales Operations

**Director Customer and Sales Operations** **-** **(**30003824**)**
**Description**

Ansell is a leading global provider of protection solutions. Our company designs, develops and manufactures a wide range of protection solutions that meet the ever-changing needs and demands of our markets and industries. Protection is our primary concern as millions of people around the world depend on Ansell in their professional and personal lives.

GENERAL SUMMARY OF POSITION

The Director of Customer and Sales Operations is an essential member of the LAC Regional Team and will report to the Senior Director of Sales for LAC. The Director of Customer and Sales Operations is responsible for directing and leading all Customer Service functions as well as provide leadership and support functions for the LAC sales team in a manner that improves the effectiveness of the sales team to accelerate growth and creating a competitive advantage. Responsibilities include overseeing pricing (PAM) and compliance, managing the back-end business processes to ensure accurate and timely transactions with our distributors and end users. The position will be responsible for identifying linkages, building cross functional synergies and processes between Supply Chain, Customs, Warehousing, Logistics and Sales Excellence. In addition, the position will also oversee the strategic development of field compensation, awards and incentive programs, sales reporting database management, creation of Power BI Dashboards as well as budgeting and forecasting responsibility. Oversee strategic development of CRM across the business to assure the achievement of defined business objectives. Business Intelligence Responsibility to ensure that distributor purchases (ITD) and distributor sales reporting (OTD) databases and reporting systems meet the needs of the business. This position is also accountable to ensure the successful integration of acquisitions into the ERP (Oracle) and CRM systems related to order to cash activities, as well as managing all process improvements in line with corporate KPI’s such as On Time and In Full (OTIF), External Ship to Promise (STP) and Customer Performance Index (CPI). Oversee sales tools required to achieve operational excellence for the broad sales administrative processes including car fleet management, automotive reimbursement design and implementation. Oversee and manage the implementation of strategic operational improvement changes and best practices to leverage the operational effectiveness. Managing sample fulfillment processes throughout the LAC region.

**RESPONSIBILITIES & SPECIFIC ACCOUNTABILITIES**
- Adjudicate the ongoing transactions associated with distributor rebates, program reporting, administration fees, and price load and maintenance.
- Lead the process from a business perspective of developing a 3-5 year systems strategy for the LAC region.
- Create and manage new pricing and compliance programs across the business.
- Lead the development and management of effective and motivating field compensation plans and rewards while maintaining fiscal responsibility.
- Review and establish standard customer terms and conditions across the business
- Manage sales support functions including expenses, samples and the CRM system while ensuring all are done to maximize effectiveness and efficiency.
- Oversee all service contracts related to the selling organization, including contracted sales forces, vehicles, and phones.
- Create and manage processes to measure and control selling expenses across the verticals.
- Develop and maintain LAC SOP’s associated with the transactions within the Sales Operation and Customer Service.
- Lead integration teams for the LAC region in regards to Sales Operations and Customer Service.
- Responsibility for overseeing the inventory allocation, Demand Alert/Holds and exceptions.
- Responsibility for leading the connection from planning to supply with focus on suggestions for SLOB/BO/Excess reductions and sub-region transfers and allocations.
- Responsibility for establishing processes and the ways of working between Customs, Logistics and Warehousing to improve processes and expenses
- Establish, direct, and ensure consistency in Customer Service goals, processes, service levels and strategies to support results through implementation of best practice leadership and management principles for all divisions across the Americas. This includes the identification and support of service key drivers that provide an outstanding customer experience such as OTIF and CPI.
- Manage and meet Customer Service financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
- Lead the research and documentation of benchmarking industry best practices and policies to make recommendations for organizational improvements to better support the customer needs and experience.

**KEY POSITION REQUIREMENTS**

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