The Channel Engagement Manager (CEM) provides a single point of accountability for strategic partners within DELL EMC Channel and Distribution.
This role is strategic working directly with the Partners and Sales to be the face of Dell channel operations with a focus on delivering a positive customer experience.
The CEM will ensure an optimized flow of Dell products from planning to order management, delivery and sales out. They will act as the escalation point for operational issues with a focus on process optimization.
PRINCIPLE DUTIES AND RESPONSIBILITIES :
Support sales success and promote customer satisfaction through :
Key relationship owner for designated Channel Partners and Distributors
Manage L3 escalations
Governance of order fulfillment from OE to Delivery
Research problems and deliver solutions
Facilitate / Ensure Low-Cost logistics model is applied (where applicable)
Drive process improvement
Manage KPI performance and subsequent readout for Partners
Use Dell tools to ensure supportability for product and deliver to customer needs.
Manages operational support to maximize Channel Partner efficiency for ease of business by doing the following :
Lead top 5 interlock initiatives faced by managed accounts identifying scalable solutions (to include POR, impact and measures of success)
Establishes governance with Order Entry, Logistic, Supply Chain, Care, Finance, Deal reg, etc. on readiness process. Identifies issues / process improvements for workgroup to improve customer experience or productivity.
Leads operations dialogue and KPI’s in the Partner QBR sessions
POC for generalist knowledge of Programs including Audits and Tools
Business acumen on targets and Rebate Scheme
Leads projects / improvement programs cross functionally to drive improvements in how we deliver on our promise to channel customers
Deal Registration data interaction to improve business performance, eg win rate
Provides input and design ideas to new sales tools and tool enhancements
Manages business tools adaption, change and development
Ensure all readiness processes are followed and timelines are clearly communicated to the customers and account team
Have a thorough understanding of channel cycles and trends
Incorporate historical trend analysis into process and consistently look for ways to shorten cycle times
Manage business / project risks including the development of contingency plans
Facilitate Daily / Weekly meetings with cross functional teams, and present updates in the weekly OPS reviews if needed
Excellent information analysis and database skills.
Good working knowledge of formal project management methodologies, PMP certification a plus
Possess strong analytical skills with business and finance acumen.
Ability to deliver quality results under tight deadline, result oriented with a drive for excellence qualities in an ambiguous environment.
Detail-oriented with strong organizational skills and a passion for winning.
Negotiating skills and ability to resolve conflict and multiple priorities
Strong verbal / written communication skills including meeting facilitation, presentations, and communication with all levels of management & staff
Extensive coordination of communication and information dissemination with sales force and cross functional organizations, using data / analytics to support information
Ability to work independently and cooperatively in a diverse group
Ability to lead initiatives and project teams / Project Management experience
Strong understanding of factory and Supply Chain processes.
Undergraduate degree / University degree and 6 8 years relevant experience including 2+ years of Operations or supply chain experience.
Fluent in English and one local language (depending on country supporting)
Available to travel up to 25% of the time