Merchandising, POS Merchandising, Sales, Sales Academy
The challenge
The CPM/MARS POS Merchandising Team consists 11 highly experienced POS Merchandisers who follow up the selling-in activities of the Mars retail account managers. We install eye-catching displays to create second placements in retail to drive maximum impulse. All merchandisers are joining the CPM Sales Academy to develop their skills during the year. The team is supported by a full-time CPM account executive based in Mars Veghel Office together with a full-time and dedicated MARS team field coach.
Our Solution
CPM developed a team of 11 POS Merchandisers supported by a client service team.
Responsibilities CPM :
Follow up secondary placement agreements made by Mars Retail Account Managers.
Merchandise activities:
Installing displays.
Stock management.
Using real-time reporting system and capture all installed displays with photos.
Frequently train the MARS merchandiser via the CPM Sales Academy to keep improving performances.
Results
Triple A results:
A dedicated team and full service model for A-B and C segmented stores in 3 channels
A custom-made and real-time reporting tool for maximum control and insights
A positive client survey confirms the quality of our work for MARS, as one of our longest partnerships in the Netherlands
Customer Experience, Multilingual Customer Support
The challenge
CPM manage a Large FMCG Client Consumer Careline Service across their Drinks portfolio: Contact channels include phone, email and webform.
Markets covered: Belgium, France, Germany, Italy, Luxembourg, Netherlands, Switzerland , Portugal
Our Solution
CPM developed a Shared Service solution using our Multi-lingual Bureau Team at CPM Barcelona.
The customer service focused team are responsible for:
Ensuring all inbound contacts are responded to according to agreed timescales based on criticality criteria
Adding value to the consumer experience and exceeding expectation
Supporting promotional activity
Providing nutritional information to consumers
Accurately recording information into a bespoke CRM system, Crisis management cover (e.g. product recall)
Results
Since September 2015 go-live, the team have exceeded call service levels, achieving 95% of calls answered under 20 seconds. Our target is 80% of calls answered in 30 seconds.
Due to a product recall incident in February 2016, CPM successfully briefed and trained the Consumer Care Team to manage crisis management queries in under one hour.
GLOBAL
AU
BE
CH
FR
DE
ES
HK
IE
IN
IT
NL
SG
TH
UK
VN
