Customer Services

**What do you become a part of**:
The role is designed to accelerate the development of coffee capabilities across central and local customer service and supply chain teams and processes. Leveraging the scale of CCEP’s extant ‘Equipment Service’ processes, routines and systems, together with the expertise, capabilities of process owners and stakeholders.

**What you will do**:
**Lead the integration of the Hot Channel Vision and Strategy in the CCEP’s Equipment Services strategy**
- Ensure coffee understanding is developed across Key Customer Service & Supply Chain stakeholders in the local organization across our Coffee Markets in CCEP.
- Embed coffee knowledge, experience and capabilities fully, in business processes, governance models and performance management routines.
- Drive coffee equipment and service expertise, for our countries, with clear Gap Assessment and RoadMap, addressing both Market Capabilities and People Capabilities
- Support the development of differentiated service strategies per market and the development of the Coffee Equipment Playbook by channel & environment.
- Be a catalyst for change within CS&SC to ensure that current ways of working, and future process and system developments will future-proof the scaling or our coffee business across new markets and business models.

**Create, maintain and animate a community of Coffee Equipment specialists across CS&SC countries, to drive expertise**
- Lead CCEP’s technical forum for coffee equipment & service topics and escalate as appropriate to Costa Coffee, equipment suppliers and external service partners.
- Develop & share best practice from other Costa markets, system bottlers or CCEP BU’s, leveraging extant data and insights (e.g. ServiceMax, Telemetry etc).
- Follow-up on open actions that require resolutions via a Control Tower routine.
- Drive accountability across the end-to-end system and challenge existing routines and behaviours when appropriate.
- Work together with other critical functions including:

- Group Coffee Team
- Coffee Country Managers
- Country Equipment Service Technical Leads
- External Service Partners
- Costa Coffee Operations & Technical Teams
- Global Support Functions: Finance, Procurement, Business Process & Technology (BPT), Quality, Environment, Safety & Health (QESH)

**Ensure strong governance, control & risk management for Coffee**
- Creating the Equipment Playbook, while ensuring the Design of the Right Training Strategy and training adaptation for the assigned channel
- Ensure all coffee equipment innovation is managed through CCEP’s Equipment Development Innovation Process (EDIP) governance routine.
- Close collaboration with CCEP and Costa Coffee Technical, Digital, and Quality & Food Safety community during the development of new equipment or capabilities to ensure compliance to standards, legislation, etc.
- Oversee the commercialisation of new equipment and the implementation of service contracts

**Performance Management & Strategic Planning**
- Ensure extant BU service models and future service models provide excellent customer service, and create value for CCEP.
- Together with Group Commercial, define 3rd party service framework including KPI, SLA, performance management routines, SRM collaboration with Procurement.
- Ensure CS&SC ABP & S&OP routines include coffee performance updates and operational planning.
- Lead performance reviews of coffee equipment suppliers and service providers. (e.g. service delivery, reporting, performance management, phonefix, etc)
- Review technical data insights from CCEP’s extant systems telemetry plus Costa Coffee telemetry data (i.e. root cause analysis)
- Liaise closely with Costa Coffee and local CCEP Equipment Services teams to ensure alignment and co-ordination of coffee equipment strategy and optimisation of performance in the field.
- Optimise the total lifecycle cost of equipment, and the translation of data insights into action that will support and inform equipment viability reviews.

**What we expect from you**:
Proven experience in a supply chain role in the coffee industry is a must. In addition we are looking for:

- Coffee Technical Services / brand quality capabilities
- Strong drive for results & action orientation
- Overall customer services understanding & business judgment
- Operational planning (routines, processes, setting controls)
- Financial acumen & analytical thinking
- Communication and relationship skills at all levels
- Ability to manage relationships and lead without authority

Coca-Cola Europacific Partners (CCEP) is a major fast-moving consumer goods business and the world’s largest independent Coca-Cola bottler. With a dedicated team of 33,200 people, serving customers in 29 countries, we make, sell and distribute the world’s most loved drinks brands to more than 600 million people, including Coca-Cola®, Fanta®, Powerade®, Glaceau Vitaminwater®, Monster® and Capri-Sun®. And we want a workforce as