Customer Development Manager - National Customer Operations

Who We Are

Suntory is a global leader in consumer-packaged goods, renowned for producing and distributing a uniquely diverse portfolio of beverages, premium spirits, beer, wine, and wellness products throughout the world. With a history dating back to 1899, we are driven by a profound purpose: to inspire the brilliance of life, by creating rich experiences for people, in harmony with nature.

Suntory PepsiCo Vietnam Beverage (SPVB) is a strategic alliance between PepsiCo Inc. and Suntory Holdings Ltd. since 2013.

At Suntory PepsiCo VietNam Beverage, we are committed to creating a diverse, equitable, and inclusive workplace for all employees. We strive to provide equal opportunities for employment, development, and advancement regardless of race, color, religion, gender, gender identity or expression, sexual orientation and age. We are continuously working to cultivate an environment that is free from discrimination, harassment, and bias, and we welcome all individuals to apply for roles at Suntory PepsiCo.

About your role

- Devise annual strategy of Customer Operations and manage operations agenda of Customer Operations nationwide, including key pillars of Demand Forecast, Customer Service (Ordering & COS Management) for all customers, Sales Reporting, Sales target setting & performance tracking, Pricing Analysis & Consultation
- Directly manage and be responsible for Sales volume of company's Export business
- Build functional capabilities of Customer Operations team via training/coaching and be responsible for driving continuous improvement agenda of all services under Customer Operations scope via project management & intra/cross-functional team leadership

What You'll Do

Sales AOP Target Management

• Collect, prepare, and cascade monthly/yearly AOP Volume targets to all channels and locations.
• Review consolidated targets from locations/channels down to each sales member and distributor; coordinate cross‑functionally to explain changes and obtain EVP Customer Development approval.
• Work with Planning/Marketing to define category growth, monthly phasing, and channel development before final endorsement from EVP CD.
• Track and update AOP Forecast quarterly.
• Partner with Sales Finance to create PDR Financial Index for Sales Directors.

Export Management

• Oversee total SPVB Export volume and manage end‑to‑end processes from contracting to sales orders and delivery.

Demand Forecast & Stock Allocation

• Lead the nationwide Demand Forecast pillar to produce weekly/monthly/quarterly forecasts for Demand Planning.
• Build monthly SNOP templates and coordinate updates with Sales Directors and Customer Operations Managers.
• Review consolidated demand (TT/OT), identify abnormalities, justify significant changes, analyze accuracy versus YAGO/AOP/history/ITM/promotion traffic, and obtain EVP CD approval.
• Send SNOP FCST to PA, update post‑SNOP based on supply capacity, and co‑manage stock norms by SKU/DC with PA Northwest.
• Ensure weekly forecast accuracy from Customer Operations; allocate and balance stock across DCs and coordinate supply solutions (incl. slow‑moving items).
• Monitor actual volume vs. target and highlight risks.

Pricing Analysis

• Partner with Planning on TT pricing processes and approvals.
• Manage pricing accuracy and advise NCOE on complex MT pricing matters.
• Ensure timely and accurate PSP creation and approval.
• Manage RTM‑related budgets for Customer Operations.

COS Management & Daily Order Execution

• Oversee daily customer service performance, ensuring sell‑in volume targets are achieved; lead cross‑functional resolution of complex order and COS issues nationwide.
• Drive customer service enhancement across TT/OT channels, translating EVP CD/Comex/CD Sales Ops strategic directions into execution.
• Support Customer Operations Managers in defining WoW across channels and ensuring operational continuity throughout RTM Re‑model changes.

Sales Reporting

• Set strategic direction for nationwide Sales reporting.
• Lead Customer Operations Managers to assess reporting needs and deliver relevant, timely data and insights for business decisions (sell‑in/sell‑out/KPIs, etc.).
• Oversee setup and maintenance of reporting systems for internal and external stakeholders; 
• Monitor system accuracy, streamline reporting, drive automation via IT BI platforms, and promote data‑driven behaviors.

Payment & Distributor Communications

• Manage nationwide communications to distributors on pricing, promotions, policies, and new programs.
• Review all CD communications before NCOE release to the field.
• Align cross‑functionally to validate distributor legal documents (contracts/annexes) and cascade via NCOE.
• Oversee end‑to‑end distributor and DCR payment activities
• Lead resolution of payment‑related issues, ensuring accuracy and OTIF performance.

What's in it for you

What You need to be successful

- Bachelor degree, major in Marketing/ Economics/ Commerce is preferred
- At least 8 years experiences of sales operations/customer facing role in FMCG
- Sales planning & analysis is a must; Sales finance knowledge is an advantage
- Strong communication/ interpersonal skills to communicate effectively
- Strong Leadership, ability to lead big team, planning skills, deliver results through people; ability to plan out & execute short & Mid-term (1-3 years) strategy 
- Advanced problem-solving skills, collaboration & working cross-functionally 
- Ability to setup new team, processes & system, integration, operations management 
- Advanced English skills
- Excellent Computer skills (MS Office) 

Our DEI Commitment

At Suntory, we recognize that diverse knowledge, perspectives, and backgrounds contribute to our collective success. We are committed to fostering a diverse, equitable, and inclusive workplace where all individuals can bring their whole selves to work every day, regardless of race, color, religion, gender identity or expression, sexual orientation, age, or any other protected characteristic.

Our recruitment and selection processes are designed to highlight what Suntory offers as an employer while allowing candidates to share their unique skills and experiences. We understand that career trajectories vary, and if you believe your experience/background can benefit our team, we encourage you to apply. We endeavor to make our interview process as inclusive as possible and offer reasonable accommodations as needed. Together, we can cultivate a workplace where everyone can thrive and propel our mission of Growing for Good.