Channel Products, Planning & Operations Manager - META region at DELL

Job Description

JOB TITLE: Customer Products, Planning & Operations Manager
REGION: Middle East, Turkey, Africa

Role Overview:
The Customer Operations Manager is the Single point of contact for Consumer 1DD/Retail/Telco e.g. BDL, Metra, Jarir or IC on any issues that can impact their customer experience. This person is the custodian of all Operational processes to ensure orders are setup, entered and delivered on time to meet Retailers Must Arrive By Date (MABD). This person engages E2E with Sales Account Manager, Planners, Finance, LCP, Supply Chain, Order Entry, Global Fulfillment and Logistics both in internal and 3rd party to scope and plan new opportunities and allow assessment of Dell capability to meet the needs of each opportunity and to shape these requirements to meet Dell financial goals. This person also provides clarity on key milestones & timescales to the Operations team to allow them to manage the E2E ordering and fulfillment process.
The Manager needs to have a solid and in-depth understanding of the customer's business drivers and use this knowledge to influence key stakeholders within Dell to maintain a profitable business. Each position is assigned a distinct territory, geographical area or defined set of retailers.

Key Responsibilities:
• Build a Best of Breed working relationship with the partner delivering to the end-user expectations
• working closely with the Key account Manager (KAM/AE). The key component of this role is to ensure that all external activities are correctly communicated, managed and executed in line with realistic partner expectation
• Manage the Complete customer experience E2E from receipt of (Purchase Order) PO to customer Fulfillment through Intake plan Management and also be a key stakeholder in Cost of Dissatisfaction (COD) and the returns process
• Responsible for getting Purchase Order's (PO's) from partner in timely fashion to meet agreed Service Level Agreement's (SLA's) to allow MABD's be achieved. (Will change to this when we implement Demand planning)
• Manage Logistics partners and delivery expectations (booking slots) with each retailer and be the inventory lead for the retailer within the Fulfillment Centers to allow Dell meet its financial goals
• Manage and develop day-to-day focused activities within Dell
• Ensure accurate and Timely updates at all daily/weekly pulse meetings and ensuring quarterly metric updates are available for your retailer
• Ensure Order creation is completed within SLA through Life Cycle Planning (LCP), Customer account creation, Product setup, European article Number (EAN) Creation; Quote creation, Large Order Tracking (LOT) Upload, Order Entry (OE) checklists and Order Receipt Logging (ORL) Kick off
• Manage and communicate all timelines associated with each partner product roll out
• Communicate and manage non-sales messages to non-buying contacts within partners
• Meet customers with the KAM/AE when necessary and ensure communication flow
• Be the single point of Contact for Customer escalation and manage these escalations to closure
• Identify improvement opportunities in the scope of their work and help realize them via PMO team
• Measures of Success:
• Right first time capability design which meets Dells cost goals
• Build a plan which allows us to meet Dells cost commitments and partner's contracted commitments
• Execution of the plan to meet Dell cost commits and customer delivery

Skills

Knowledge & Skills
• Strong in English
• Must be well organized and detail-oriented
• Excellent communication skills - both written and verbal
• Strong relationship buildings skills - both internally and with key non-buying retail contacts
• Able to build and manage sales forecasts.
• Knowledge of IT hardware, software & peripherals.
• Detailed knowledge of Dell processes is advantageous
• Ability to multi-task and prioritize
• Must be able to deal with ambiguity
• Ability to work in a very matrix environment
• Organizational agility
•
Experience:
• 5+ years of Operational Management Support/ Customer Service experience
• Demonstrated experience in managing complex business relationships and plans
• Experience working and delivering results in a fast paced, rapidly changing environment
• Excellent Excel Skills are essential as well as ability to use Word and PowerPoint
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