AB InBev GCC was incorporated in 2014 as a strategic partner for Anheuser-Busch InBev. The center leverages the power of data and analytics to drive growth for critical business functions such as operations, finance, people, and technology. The teams are transforming Operations through Tech and Analytics.

Do You Dream Big?

We Need You.

1. PURPOSE OF ROLE

This is an offshore role responsible for driving quality & timely service delivery in Marketing’s Global Customer Service team by collaboratively working with the global and in-country teams, coordinating resources, and coaching the team across Zones EU, NAZ, APAC and Africa for all research studies and ad-hoc requests and overseeing the reports prepared by team.

This role requires the individual to own the global NPS process for ABI. Work with the team to device strategies and drive tactical projects to constantly improve the NPS score for the company.

Initiate and drive complex data science projects to predict NPS scores and analyse drivers to grow customer experience.

The role should focus on business-as-usual operations plus drive end to end projects.

The incumbent will also be responsible to understand the overall sales and marketing (commercial) function to be able to identify synergies across scopes.

Additionally, the role involves monitoring NPS scores and customer feedback continuously to track progress and identify areas for further enhancement, ultimately contributing to the organization's efforts to deliver exceptional customer experiences and drive business growth.

2. KEY TASKS AND ACCOUNTABILITIES

· Lead the generation of insightful reports aimed at providing leadership with a comprehensive understanding of sales and customer data, with a particular focus on enhancing customer experience and NPS (Net Promoter Score) initiatives.

· Drive strategic recommendations derived from thorough analysis to guide decision-making processes and improve overall business performance.

· Champion the exploration of data to uncover meaningful insights that can inform strategic initiatives and drive organizational growth.

· Collaborate with key stakeholders to develop and implement strategies that leverage insights to enhance customer satisfaction, loyalty, and NPS scores.

· Take a proactive approach to identify areas of improvement through continuous monitoring and analysis of NPS scores and customer feedback.

· Facilitate discussions and presentations with leadership teams to communicate findings, insights, and actionable recommendations effectively.

· Serve as a trusted advisor to leadership, providing expert guidance on leveraging data to drive business outcomes and optimize customer experience initiatives.

· Act as a catalyst for change by advocating for data-driven decision-making and fostering a culture of continuous improvement based on insights gleaned from analysis.

· Continuously evaluate and refine reporting processes to ensure the delivery of timely, relevant, and impactful insights to leadership stakeholders.

· Build tactical projects using data science to solve business problems.

· Work with the team and global stakeholders to implement projects to drive NPS strategies.

· Use functional understanding to build new capabilities and models to support the business.

· Be on a continuous lookout to streamline, digitize and transform the NPS process.

· Responsible to leading a team of 5-7 team members.

· Coach, mentor and plan the career growth of his/her team members. Get involved in upskilling team members and recruiting the right candidates who match the culture of ABI.

· Has good experience in project management.

· Expert level understanding of tools like Medallia, Customer Gauge, etc.

· Understanding of KPIs like: NPS, CSAT, CES, Customer Churn Rate, Customer Retention

· Drive customer retention, reduce churn, and increase customer satisfaction.

· Map the customer journey and identify opportunities to proactively intervene on the client’s behalf.

· Test new strategies for driving customer value.

· Analyze large amounts of information to discover trends and patterns

· Build predictive models and machine-learning algorithms

· Combine models through ensemble modeling

· Present information using data visualization techniques

· Propose solutions and strategies to business challenges

· Collaborate with engineering and product development teams

· Experience in data mining

· Understanding of machine-learning and operations research

· Knowledge of R, SQL and Python; familiarity with Scala, Java or C++ is an asset

· Experience using business intelligence tools (e.g. Tableau) and data frameworks (e.g. Hadoop)

· Analytical mind and business acumen

· Strong math skills (e.g. statistics, algebra)

· Problem-solving aptitude

· Excellent communication and presentation skills

· BSc/BA in Computer Science, Engineering or relevant field; graduate degree in Data Science or other quantitative field is preferred

4. Qualifications, Experience, Skills

· Bachelor or Post-Graduate in the field of Business & Marketing, Engineering/Solution, or other equivalent degree or equivalent work experience.

· Extensive experience solving business problems using quantitative approaches.

· Comfort with extracting, manipulating, and analysing complex, high volume, high dimensionality data from varying sources.

· MBA/Engg. in a relevant technical field such as Marketing/Finance.

· 8-10 years of experience in the Retail/CPG domain.

· Prior experience in customer excellence programs like NPS & CSAT & other customer loyalty programs.

· SQL/Python experience will be preferable.

· Stakeholder management, and excellent interpersonal skills.

· Fluent in English (Speaking, Reading, and Writing).

· Customer Feedback Platforms: Experience with customer feedback platforms for launching and managing NPS surveys and other customer feedback mechanisms.

· NPS Methodology: Familiarity with the Net Promoter Score (NPS) methodology and best practices for implementing NPS surveys, interpreting scores, and deriving actionable insights to improve customer satisfaction and loyalty.

· Data Analysis Tools: Proficiency in using tools like Excel for data manipulation and SQL for querying databases is essential for analysing sales and customer data.

· Data Visualization: Ability to create visually compelling reports and dashboards using tools like Tableau or Power BI to communicate insights effectively to stakeholders.

5. Competencies

Ability to manage conformity to established procedures & processes

Expertise in handling large data sets

Ability to perform under pressure

Good communication skills

Strong Analytical skills to interpret the data

Able to lead the team

Ability to work with highly   sensitive and confidential information

Ability to be flexible with scope of work

Pro-activity in following up

Pro-activity in raising risks with project delivery.

And above all of this, an undying love for beer!

We dream big to create future with more cheers