Commercial Operations Manager

**Position’s Summary**

**The Commercial Operations Manager (COM) is responsible for supporting key functions and provide tools for our Team to **deliver a delightful and seamless **customer experience. The COM **is the role model for Customer obsession behaviour in the organization, being accountable for: Customer Service, Invoicing, Customer info management, Reporting and Analytics, Commercial Terms Management, Commercial Policy, Gross to net control and Administration, Field force Incentives, GTM definition, Targeting & Segmentation efficiency and Pricing maximization. She leads Marketing Procurement & Operations Budget management.

The Commercial Operations Manager is accountable for her team development, promoting constant constructive feedback culture to ensure people and business success.** Talent Development** considers building a strong Comm Ops team by defining the right profiles, ensuring the right talent, building solid IDPs (Individual development Plan) for her team, hold close follow up & coaching, ensure trainings needed to strengthen skills and capabilities. Measure progress and set enhancement action plans

The Commercial Operations Manager is a **Key Leader** of the organization and core **member of the PERU Leadership Team (PER LT),** thus liable to build a positive and constructive **Culture** to build a **great place to work** in ZTS Perú and where our colleagues can thrive framed on **ZTS Purpose and Core Beliefs **being a role model. Must lead and promote processes simplification, generate and enhance business tools, manage commercial agreements and participate in the Budget (Operating Plan) process.

**Key Responsibilities**
- **Enhance Customer Experience & Service**
- Create and track customer service objectives.
- Setup, implement and ensure Service Level Agreements (SLA) are up to date.
- Run the global on going Consumer Excellence Survey.
- Ensure flawless Invoicing, capture purchase orders,
- Lead Customer Service
- Design appropriate methodologies to transform customer insights and market research into powerful initiatives.
- Develop an effective customer loyalty program.
- Respond and clarify customer questions or doubts.
- Promote collaboration between Commercial Operations team and other cross functional teams to improve customer experience.
- **Lead Commercial Strategy**
- Design the most efficient GTM.
- Maximize and control Gross to Net investment.
- Design powerful commercial agreements and trade terms.
- Lead the Commercial Policy process
- Be the contact with Commercial Excellence (CoE) Global Team and customize tools & initiatives.
- **Maximize Sales Support and Sales Force Effectiveness**
- Design the most efficient T&S
- Lead Sales Force incentives process. Define Sales Quota and follow up accomplishments
- Manage CRM Information and analyze the Sales Force Platform to measure the opportunity, productivity and quality of contacts acros sour Sales Force.
- Develop insightful monthly Dashboards for KAM and Sales Force.
- Be the link with Regional Buinsess Intelligence team.
- **Reporting and Analytics for Customer, Market and Consumer data.**:

- Identify relevant data sources.
- Feed, develop and maintain a sustainable and reliable Sell Out, Sell in and SIT database to have a single One-Source-of-Data to keep Peru Leadership team informed.
- Create standardized Monthly Dashboards for the Leadership Team, with market data - market share, market trends and prices.
- Analyze pricing and volume to better support business units strategy and decisions.
- Understand market trends and generate insights to detect business growth opportunities.
- Provide daily sales report by Brand, Species and Customers.
- Collaborate with BUs to build an accurate forecast.
- **Lead and Simplify Administrative Operations**:

- Commercial Processes simplification
- Automate daily tasks.
- Generate Credit Notes.
- Ensure our Operations comply with SOX and Audits
- Lead marketing procurement.
- Control Operations Budget management.
- Project Management and Execution ad-hoc.
- **Culture ambassador**:

- Drive high performance culture ensuring recognition of outstanding contributors, coaching and developing top talent.
- ontribute to build the best place to work.
- Role Model our core beliefs and live our Purpose.
- **Talent Development**:

- Develop commercial capabilities across the team
- Coordinate with BU Managers and L&D commercial trainings.
- Ensure robust IDPs across her Comm Ops team
- **Key Stakeholders**

**Internal**:
GM, BU Managers, HR, Finance, Learning & Development (L&D), Supply, Global Center of Excellence (CoE), Regulatory Affairs, Other countries Commercial Operations Managers.

**External**:
Customers (Distributors & Key Accounts), Agencies & Suppliers, VETs and Petshop owners