Manager, Customer Compliance

Overview

The Manager, Customer Compliance will assist the Senior Manager, Customer Compliance as a subject matter expert for customer compliance within the North America business and manage a Customer Compliance team.
The Customer Compliance team focuses on the management, administration, coordination, business impact, and communication of wholesale requirements. These responsibilities often involve vendor guides, value-added services, routing directions, and deduction research. This role will be engaged across all responsibilities of the team but will focus on ensuring the visibility and engagement of the customer compliance team within the North Americas business while managing strong cooperative working relationships with retailers, factories, and internal business partners to support a best-in-class supply chain. To succeed in the role, an applicant must be extremely detailed, comfortable with routinely organizing and processing extensive amounts of new information and have excellent communication skills. The applicant must be able to parse and clarify conflicting information on the spot, then respond with both positivity and thoroughness.

What You'll Do

• Negotiate highly complex guides and legal agreements. Establish best practices and define what terms are acceptable during negotiations in partnership with the business. 
• Understand Crocs supply chain thoroughly and advise on changes with significant impact. Manage and review new and updated vendor guides, routing guides, and value-added service requirements. Provide detailed feedback on Crocs’ ability to execute customer needs. Support customer-facing visits and programs to position Crocs as a best-in-class partner.
• Manage implementation and ongoing performance of standardized compliance processes including the development or consolidation of value-added services, the review of chargeback deductions and vendor portal management.
• Direct implementation of new systems or enhancements to existing functionality as needed. Advise on best practices for EDI mapping and help the business prioritize EDI onboarding. Manage appropriate updates to ERP, WMS, and communication tools.
• Improve training materials and lead the development of new materials. Work with the team to ensure that training materials are kept updated with clear, concise, detailed, and properly documented procedures. 
• Manage complex x-functional projects that affect both internal and external partners. Represent the department’s interests to the internal teams while acting as a subject matter expert within the business to provide comprehensive compliance feedback to internal partners.

What You'll Bring to the Table

• Technical expertise: Proficient in Microsoft Suite: Excel, Word, PowerPoint, OneNote and Outlook. Comfortable navigating new technology and computer systems on a regular basis. Knowledge of SAP, Salesforce, and Manhattan WM highly preferred. 
• MS Excel experience: Especially formulas, pivot tables and pivot charts. Can be handed a MS Excel spreadsheet with little to no explanation and perform analysis to inform the business of necessary actions or build leadership-ready visuals.
• Can maintain productive & proactive dialogue to generate winning outcomes while identifying any misunderstandings or gaps in communication. Able to provide critical feedback supportively and with warmth so that its recipient is focused on their development and leaves the conversation with a positive impression.
• Able to prioritize, ask direct questions, anticipate future challenges, and make decisions with minimal input. Will proactively communicate progress and identify concerns before they are raised.
• Including the ability to create slides from highly complex data and the ability to overcome challenges during a presentation to turn objections into deeper understanding. 
• An “always learning” mentality with a strong preference for, and comfort with, change and continuous improvement. Ability to direct, develop, and manage others in a way that empowers them to continuously innovate.
• Initiative to step beyond the surface facts to take a holistic view of problems and understand not only the causes of issues, but how the effects of solutions will impact the wider organization.
• Organized, strategic thinker able to gather and synthesize large amount of data and information then review objectively.

#LI-TZ1