North America Market Development & Operations Leader - Digital Customer Solutions

Description

Position Purpose :

Digital is a fundamental element of the CHEP North America strategy. We will use our existing and new digital capabilities and information to power smarter more sustainable supply chain allowing us to Reimage how we work and serve customers, Reshape how we manage our assets and Reinvent our business models allowing greater partnership with customers which solve customer problems.

Across Brambles and CHEP North America, our Digital activity is around the three Big Rocks’ of Asset Digitisation, Digital Customer Solutions & Advanced Analytics.

While Asset Digitization and Advanced Analytics are primarily centred around driving internal growth and profitability, the focus of Digital Customer Solutions (DCS) focus is to drive value for Brambles / CHEP America’s current and future customers by solving their challenges across their supply chain.

The Digital Customer Solutions leadership role will drive NA go-to-market strategy, customer engagement, and implementation for digital customer solutions.

These new solutions will strengthen our customers relationship through the value they provide customers while also developing new sources and revenue for CHEP.

Critical to the success of this role will be a) ability to successfully commercialize digital customer solution opportunities and her / his ability to drive collaboration between the Brambles Digital teams and the Commercial teams within CHEP North America organization, ensuring alignment and partnership to maximize customer value and revenue.

This role will require an individual that is strategic, entrepreneurial, consultative with a general manager orientation.

Key Accountabilities :

Scope of job responsibilities include driving a) go-to-market strategy and execution within the region, b) digital solutions selling and customer success, and c) technical implementation including digital insights for customers, and d) regional market operations for DCS solutions.

Direct reports include regional go-to-market, digital sales / pre-sales / customer success, and dotted-line management of solution implementation and project management resource(s) dedicated to North America as well as data management (digital insights) resources on NA asset digitization teams dedicated to DCS.

Market Development

Understand in-region market drivers and needs, ensure the capture of customer insight around key pain points and opportunities through establishment of effective voice of customer (VOC) processes with Brambles Digital as well as gather inputs from commercial teams in the region.

Collaborate with Brambles Digital to ensure regional VOC and market drivers related to DCS is understood and incorporated into solution development process and that DCS product and commercial roadmaps are accordingly aligned.

For each solution, ensure regional market sizing and evaluations are completed. Develop a strategy to grow market share, based on "addressable market" by segment.

Complete the scoping of business case proposals to support decision making process for new solutions. For each solution, ensure regional market sizing and evaluations are completed.

Collaborate with Brambles Digital and as needed, with regional Marketing to develop and refine positioning & packaging of solutions.

Ensure required commercial policy and scalable pricing models are in place for each solution.

Ensure appropriate Legal guidance & protection related to DCS remains up to date and is understood across relevant teams.

Maintain network of external contacts and sources to support development of new solutions.

Identify and recommend opportunities to partner or buy to Brambles Digital

Provide leadership and guidance to regional digital sales team comprising of pre-sales, sales, and customer success.

Ensure DCS regional sales team is aligned and coordinated with customer solutions, commercial, retail, and Brambles digital commercial operations teams.

Take an active part at key moments on customer engagements to convert / close deals and ensure customer success metrics are achieved.

Serve as the primary regional point of contact for all partnerships.

Become a recognized thought leader in digital, evangelize internally and externally to ensure visibility of offerings and "expert partner" status.

Market Operations

Establish / track quarterly and annual regional metrics, OKRs, and management reporting.

Ensure business readiness to sell, deploy, implement, and invoice digital customer solutions.

Collaborate with Brambles Digital, Digital Operations, and Supply Chain to ensure all business processes are in place to support the execution and supply of each solution.

Direct solution implementation team to identify technical requirements at customer sites, and deploy necessary infrastructure at customer sites, orchestrate deployment and configuration of devices, enable software integrations.

Coordinate with 3rd party implementation partners to define scope and deploy necessary technical solutions.

Guide development of relevant digital insights for customers.

Coordinate customer onboarding and training for DCS solutions.

Where appropriate, make recommendation for solutions to be retire based on solution life cycle and market feedback.

Measures :

Ensure regional capabilities to scale / grow DCS

Ensure product-market fit for new use cases / solutions

Achieve North America DCS targets

Ensure successful customer implementations & solution adoption

Key Contacts : Internal

Internal

NA / Americas ELT

Global Digital Leadership

Global DCS Leadership / Team

Global Digital Operations

NA Commercial & Retail Leadership

NA / Global Supply Chain

External

Brambles Retail Customers

Brambles Manufacturing Customers

Digital direct customers

Solution & Implementation Partners

Qualifications :

Bachelor’s Degree, MBA / Master’s degree preferred

Experience :

10+ years commercial and / or P&L leadership experience

7+ years’ experience in successful commercialization of digital, analytics, and / or IoT-based solutions, preferably in the supply chain / logistics (but not required)

Proven abilities to effectively work with customers / clients to identify use cases and implement solutions to drive business value.

Track record in scaling organizational capabilities to support growth of digital solutions.

Demonstrated abilities to collaborate with global functions to develop necessary solution and business infrastructure.

Experience in customer engagements and solution implementations directly or through partnerships with 3rd party solution providers.

Prior background in consulting, commercial leadership and / or P&L management

Skills and Knowledge :

Customer curious mindset

Entrepreneurial, roll-up-the sleeves orientation

Strong commercial acumen with general management skills to manage across functions

Ability to influence stakeholders at all levels

Ability to work through ambiguity and problem-solve

Ability to discern and articulate addressable customer pain points and opportunities

Excellent verbal, written and presentation skills, with experience presenting to customers

Proven track record in navigating across a cross-functional and matrixed environment and use power of persuasion to drive the right business and operational decisions for the company

Ability to work effectively work within the region as well as with global teams

Preferred Education

Bachelors

Preferred Level of Work Experience

More than 10 yearsHybrid Remote

We are an Equal Opportunity Employer and we are committed to developing a diverse workforce in which everyone is treated fairly, with respect, and has the opportunity to contribute to business success while realizing his or her potential.

This means harnessing the unique skills and experience that each individual brings and we do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state, or local protected class.

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