Senior Director, Customer & Commercial Capabilities

Position Overview:

The Senior Director, Customer & Commercial Capabilities will be responsible for developing a multi-year capability strategy to enable the organization to deliver on the business plan to achieve Stage 3 Growth. The role will partner closely with the functional leaders throughout the Customer & Commercial function (e.g. RGM, Customer Value Creation, etc.) to design and execute a capabilities strategy that will enable our people to deliver against the business and transformation plan, now and into the future. This includes identifying, measuring and building the most critical capabilities for the C&C function. The leader in this role must collaborate with internal subject matter experts as well as bring “outside in” thinking that differentiates The Coca-Cola Company. The role will help enable higher conversion in all key channels and purchase modes through impactful capability initiatives across the Customer & Commercial teams and in collaboration with the Marketing Capabilities and Franchise Capabilities leads.

Everyone is a leader at Coca-Cola. This role is an individual contributor without direct reports but has significant responsibility for leading cross-functional project teams, working closely with peers across the network, and influencing senior leaders.

Key Accountabilities:

1. Vision and Strategy Development

• Use internal data and external benchmarks to develop one global vision and strategy for Customer and Commercial capabilities that supports the business, transformation and talent plan 
• Develop and implement a three-year global roadmap and actionable capability development plan
• Identify the priority capabilities that enable the function, key job families and critical roles to win
• Define the baseline and current levels of employee knowledge, mindset and skill for the critical capabilities, in order to track progress towards an established goal

2. Collaboration and Partnership

• Collaborate with Marketing, Franchise and other functional capabilities leaders to leverage, share, and bridge common or overlapping capability initiatives
• Partner with the global network across TCCC and with the Operating Unit capability community to establish a holistic and streamlined capability development calendar aligned to the one global plan
• Consult with the Enterprise Capability and Learning organization to design, develop, and test programs
• In strong partnership with HR, align capability initiatives to the talent strategies that provide on-the-job development experiences to build capability over time at TCCC
• Act as a change agent of C&C transformation
• Serve as a key business leader internally within the C&C team by sharing knowledge and experience

3. Capability Development/Learning Experiences

• Design fit-for-purpose learning and development experiences for C&C employees at scale and for key audiences
• Create a team of external vendors and internal network partners to design, commercialize and deliver development content via key programs and initiatives
• Build, design and implement a comprehensive, long-term change, communication and associate engagement plan
• Establish a learning culture within the global C&C community by role modeling meaningful and intentional meetings, experiences, and curiosity

Skills Required for Success

• Critical thinking – preference to fall in love with the problem before developing solutions
• Business acumen – Can easily connect strategy to the capability solutions that will simultaneously achieve business and people goals
• Human-centered design – ability to execute within an HCD process, including building MVPs, testing and iterating
• Executive leadership – presence and strong collaboration style to effectively work with many senior leaders to bring well rounded points of view that consider overall TCCC and system implications; has the ability to say no
• Agility – experience challenging the status quo to propose, test and implement innovative solutions; Able to deal with many tasks while also leading the way to help the organization stay the course
• Resilince – Ability to navigate change quickly as the org continues to develop
• Curiosity – a learning mindset that enables the quick development of knowledge of the Coca-Cola system, ways of working and Customer & Commercial function
• Enterprise mindset – work effectively across the network to ensure alignment and buy-in from key stakeholders; Build strong cross-functional and inter-function relationships that lead to long term plans with visions of the future
• Communication and storytelling – ability to craft and deliver complex messages to diverse audiences; multi-faceted communicator who can link strategy to a simple plan
• Digital savvy – able to identify and implement digital and AI tools that will enhance effectiveness and efficiency
• Leadership – Must strongly display all of the company’s leadership and growth behaviors

Experience & Background

• 10+ years in capability or functional adult learning roles
• Customer & Commercial subject matter expertise is a bonus but not required
• Experience in The Coca-Cola system is a bonus but not required
• History of leading and influencing global networked teams
• Experience across a multi-cultural and matrixed organization

Leadership; Strategic Influence; Customer Understanding; Consumer Understanding; Financial Acumen; Communication; Capability Development; Revenue Growth Management; Customer Value Creation; Storytelling; Data Driven Strategy