We Are PepsiCo

Join PepsiCo and dare to transform! We are the perfect place for curious people, thinkers and change agents. From leadership to front lines, we're excited about the future and working together to make the world a better place. 

Being part of PepsiCo means being part of one of the largest food and beverage companies in the world, with our iconic brands consumed more than a billion times a day in more than 200 countries.

PepsiCo has recognized brands such as DETODITO®, TROPICANA®, CHEESE TRIS®, CONCORDIA®, PLATANITOS®, KCHITOS®, among others.

A career at PepsiCo means working in a culture where all people are welcome. Here, you can dare to be you. No matter who you are, where you're from, or who you love, you can always influence the people around you and make a positive impact in the world. 

Know a little more: PepsiCoJobs  

Join PepsiCo, dare for better.

The Opportunity:

Assure Customer Service and success Model deployment for Colombia B2B operation as Latam benchmark, including Support and Top Line Protection campaigns as enabler of digitalization and omnichannel model, as well as front line evolution to Market Developer. Minimize B2B churn [customer abandonment] through vendor contract management and stakeholders aligment.

Your Impact:

As B2B Customer Sucess Supervisor your responsibilities would consist of:

• Model support implementation [Local – Latam – Global] for customers and Sales Team requirements
• Top Line Protection model deployment for Colombia according to B2B data base
• Follow up of daily and monthly sales performance related to top line protection targets
• Design and improve constantly the support model for both MiNegocio + and MiEjecución+
• Support tech solutions for in-outbound operation [Salesforce + SAP + CEP + Service Now + Airship]
• Business Proposal creation and follow up
• Vendor biweekly and monthly Business review with actions plans definitions [Quality + Training + Call Listening]
• Business compliance review
• Support Vendor Contract management
• Vendor compensation model design and support in.-outbound CSC agent’s payment structure
• Design the new implementation model for whatsapp business outbound campaign.
• Develop and support vendor trainings [content + follow up]
• Align with different stakeholders the correct E2E Implementation process
• Develop and define reachability strategies and heat map with CSC/Whatsapp Vendor [Working Shift]
• B2B Data Base alignment with local teams and GBS B2B Tower for CSC performance
• Dashboard design and follow up for vendor management and action plan definition
• In-Outbound Vendor sizing base on operation KPIs results [Reachability + Effectiveness + DS + AHT + Attempts ]
• CSC/Whatsapp vendors productivity strategy definition
• Co-create continous improvement campaigns for both vendors to increase digital KPIs.

Who Are We Looking For?

• Business Adminitration, Industrial Engeniering and related degrees.
• BPO / Contact Center Operational knolwedge
• 2 years experience in sales, contact center or support areas for Fast-Moving Consumer Goods companies
• Advanced English required
• Microsoft Office Advanced (excel)
• Data analysis, project deployment skills
• Proven Analytic Skills (Dashboards build up)
• Problem solver

If this is an opportunity that interests you, we encourage you to apply even if you do not meet 100% of the requirements. 

What can you expect from us:

• Opportunities to learn and develop every day through a wide range of programs.
• Internal digital platforms that promote self-learning.
• Development programs according to Leadership skills.
• Specialized training according to the role.
• Learning experiences with internal and external providers.
• We love to celebrate success, which is why we have recognition programs for seniority, behavior, leadership, moments of life, among others.
• Financial wellness programs that will help you reach your goals in all stages of life.
• A flexibility program that will allow you to balance your personal and work life, adapting your working day to your lifestyle.
• And because your family is also important to us, they can also enjoy benefits such as our Wellness Line, thousands of Agreements and Discounts, Scholarship programs for your children, Aid Plans for different moments of life, among others.

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We respect and value diversity as a work force and innovation for the organization.