2015 Compensation & Benefits Survey. Job Profiles / Retail Sector. April KPMG Advisors A.E.

Transcription

1 Job Profiles / Retail Sector KPMG Advisors A.E. This report with Appendices contains 90 pages ptk/vep ( ) 2015 KPMG Advisors AE, a Greek Societe Anonyme and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative ("KPMG International"), a Swiss entity. All rights reserved. Printed in Greece.

2 Contents 1 General & Sector Job Families 2 2 Generic Job Profiles Index 4 3 Sector Job Profiles Index 10 4 JOB DESCRIPTIONS JOB FAMILY: GENERAL MANAGEMENT (GM) JOB FAMILY: FINANCE (FIN) JOB FAMILY: INFORMATION TECHNOLOGY (IT) new position JOB FAMILY: SALES & MARKETING (S&M) JOB FAMILY: HUMAN RESOURCES (HR) JOB FAMILY: ADMINISTRATION (ADM) JOB FAMILY: MISCELLANEOUS POSITIONS (MSC) JOB FAMILY: RETAIL OPERATIONS (ROP) JOB FAMILY: RETAIL BUYING (RBU) JOB FAMILY: RETAIL REAL ESTATE (RRE) JOB FAMILY: RETAIL SUPPORTING (RSU) 87 For further information and assistance in filling in the 2015 Compensation & Benefits Survey data, please contact our Survey Team in the People Services Unit: Ms Papatzimou Veroni Ms Parisi Tonia Ms Balikoura Vicky Mr Gouras Nasos Ms Kotsia Konstantina Telephone: (210) Fax: (210) com.surveys@kpmg.gr i

3 1 General & Sector Job Families Following are the 140 generic job positions of the KPMG Compensation & Benefits Survey, separated into the 9 job families below: Job Family Family Code 1. General Management (GM) 2. Finance (FIN) 3. Information Technology (IT) 4. Sales & Marketing (S&M) 5. Human Resources (HR) 6. Administration (ADM) 7. Miscellaneous (MSC) These job families include positions applicable to all sectors. Therefore, we refer to them as the General Job Families. RETAIL Sector There are four discrete job families especially for this sector: 22 job codes can be found under the initials ROP (Retail Operations), 6 under the initials RBU (Retail Buying), 4 under the initials RRE (Retail Real Estate) and 7 under the code RSU (Retail Supporting), 39 in total. Eight of the positions under the initials ROP, refer to the sales & marketing operations and replace the descriptions that appear under the code S&M of the General Job Families. Respectively, five positions of the RSU code and one position of the RBU code replace descriptions found under the code M&E of the General Job Families. The list below presents the correspondence between the sector and the general job codes. 2

4 ROP Job positions General S&M job positions ROP 1 Retail Operations Director S&M 1 Commercial Director ROP 8 Marketing Manager S&M 3 Marketing Manager ROP 9 Trade Marketing Manager S&M 17 Trade Marketing Manager ROP 10 Product/Brand Manager S&M 21 Product/Brand Manager ROP 11 Advertising & Communications Executive S&M 24 Advertising Executive ROP 15 Category Manager S&M 30 Category Manager ROP 21 After Sales Supervisor S&M 35 After Sales Supervisor ROP 22 After Sales Technician S&M 36 After Sales Technician RSU Job positions General M&E job positions RSU 1 Logistics Director M&E 4 Logistics Director RSU 3 Distribution Manager M&E 6 Distribution Manager RSU 4 Warehouse Manager M&E 9 Warehouse Manager RSU 6 Warehouse Clerk M&E 24 Warehouse Clerk RSU 7 Supply Chain Executive M&E 28 Supply Chain Executive RBU Job positions General M&E job positions RBU 5 Buyer M&E 8 Buyer The retail sector position reporting form includes the additional sector positions and excludes those of the general job families that are not relevant to the specific sector. More precisely, selected positions from Sales & Marketing are not included on the form. 3

5 2 Generic Job Profiles Index General Sector Job Profiles (applicable to all sectors) Job Family: General Management GM 1 GM 2 GM 3 General Manager/Managing Director Deputy General Manager Divisional/Business Unit Director Job Family: Finance FIN 1 FIN 2 FIN 3 FIN 4 FIN 5 FIN 6 FIN 7 FIN 8 FIN 9 FIN 10 FIN 11 FIN 12 FIN 13 FIN 14 FIN 15 FIN 16 Finance & Administration Director Finance Manager Treasurer Financial Controller Accounting Manager Accounting Supervisor Budgeting & Reporting Supervisor Credit & Collection Supervisor Collector Senior Accountant Tax Specialist Financial Analyst Accountant Accounting Clerk Cashier Cost Accountant 4

6 Job Family: Finance FIN 17 FIN 18 Credit & Collection Officer Budgeting & Reporting Manager Job Family: Information Technology IT 15 IT 1 IT 2 IT 3 IT 16 IT 17 IT 18 IT 5 IT 6 IT 8 IT 9 IT 10 IT 11 IT 12 IT 13 IT 14 IT 19 IT Director IT Manager IT Supervisor Data Base Administrator IT Infrastructure Manager Business Systems Manager Information Systems Security Manager Systems Analyst Software Engineer Help Desk Support Computer Operator Web Master System & Network Administrator ERP Consultant Data Warehouse Analyst-Architect CRM Specialist Business Intelligence (B.I.) Specialist (new) 5

7 Job Family: Sales & Marketing S&M 1 S&M 2 S&M 3 S&M 4 S&M 5 S&M 6 S&M 7 S&M 8 S&M 9 Commercial Director Sales Manager Marketing Manager Business Development Manager Exports Manager Key Accounts Manager Regional Sales Manager Area Sales Manager Customer Service Manager S&M 10 Sales Administration Supervisor S&M 11 Sales Representative-Key Accounts S&M 12 Sales Representative S&M 13 Sales Engineer S&M 14 Sales Support Manager S&M 15 Sales Support Clerk S&M 16 Customer Services Representative S&M 17 Trade Marketing Manager S&M 18 Marketing Executive S&M 19 Merchandiser S&M 20 Group Product/Brand Manager S&M 21 Product/Brand Manager S&M 22 Assistant Product/Brand Manager 6

8 Job Family: Sales & Marketing S&M 23 Marketing Research Executive S&M 24 Advertising Executive S&M 25 Public Relations Executive S&M 26 Sales Director S&M 27 Marketing Director S&M 28 National Key Accounts Manager S&M 29 Sales Analyst/ Planner S&M 30 Category Manager S&M 31 Call Center Supervisor S&M 32 Call Center Representative S&M 33 Sales Trainer S&M 34 Ex Van Salesman S&M35 S&M36 S&M37 S&M38 After Sales Supervisor After Sales Technician Sales Effectiveness Manager Marketing Intelligence Manager Job Family: Human Resources HR 1 HR 2 HR 3 HR 4 Human Resources Director Human Resources Manager Assistant HR/Personnel Manager Industrial Relations Supervisor 7

9 Job Family: Human Resources HR 5 HR 6 HR 7 HR 8 HR 9 HR 10 HR 11 HR 12 Compensation & Benefits Supervisor HR Planning & Recruitment Supervisor Training Supervisor Personnel Administrator Payroll Clerk Payroll Supervisor Human Resources Business Partner HR Generalist Job Family: Administration ADM 1 Administration Manager ADM 2 Office Manager ADM 3 GM Executive Secretary/Personal Assistant ADM 4 Executive Secretary ADM 5 Secretary ADM 7 Telephonist/ Receptionist ADM 8 General Duties Clerk ADM 9 Messenger ADM 10 Personal Driver Job Family: Miscellaneous MSC 1 MSC 2 Corporate Lawyer Internal Audit Manager 8

10 Job Family: Miscellaneous MSC 3 MSC 4 MSC 5 MSC 6 MSC 7 MSC 8 MSC 9 Internal Auditor Project Manager Branch Manager Management Trainee Investor Relations Supervisor Investor Relations Officer Knowledge Management Expert MSC 10 Corporate Affairs Manager MSC 11 Quality Assurance Supervisor MSC 12 Legal Affairs Manager 9

11 3 Sector Job Profiles Index Job Family: Retail Operations (ROP) ROP 1 ROP 2 ROP 3 ROP 4 ROP 5 ROP 6 ROP 7 ROP 8 ROP 9 Retail Operations Director Area Operations Manager Store Manager I Store Manager II Assistant Store Manager Store Department Supervisor Cashier s Supervisor Marketing Manager Trade Marketing Manager ROP 10 Product/Brand Manager ROP 11 Advertising & Communications Supervisor ROP 12 Store Manager III ROP 13 Systems & Organization Supervisor ROP 14 Systems & Organization Officer ROP 15 Category Manager ROP 16 Store Cashier ROP 17 Shift Supervisor ROP 18 Store Sales Clerk ROP 19 Megastore Manager ROP 20 Retail Operations Manager 10

12 ROP 21 After Sales Supervisor ROP 22 After Sales Technician Buying (RBU) RBU 1 RBU 2 RBU 3 RBU 4 RBU 5 RBU 6 Buying Director Buying Manager Chief Buyer Senior Buyer Buyer Junior Buyer Retail Real Estate (RRE) RRE 1 RRE 2 RRE 3 RRE 4 Real Estate Manager Construction & Maintenance Supervisor Real Estate Supervisor Equipment Supervisor Supporting (RSU) RSU 1 RSU 2 RSU 3 RSU 4 RSU 5 RSU 6 RSU 7 Logistics Director Franchising Manager Distribution Manager Warehouse Manager Warehouse Receptionist Warehouse Clerk Supply Chain Executive 11

13 4 JOB DESCRIPTIONS 4.1 JOB FAMILY: GENERAL MANAGEMENT (GM) GM 1. GENERAL MANAGER / MANAGING DIRECTOR Alternative titles: Country Manager, CEO Directs and has full responsibility for company's overall activities. Approves company strategy and operations objectives and ensures their implementation. Safeguards the company's image and promotes effective relations with all external groups (clients, authorities etc.). University degree often at postgraduate level and extensive professional training. Usually years of experience, most of which at senior positions. In-depth knowledge of the economic and the market environment. Fluency in English and often in a second language. Board of Directors or superior in parent company 4-7 Managers/Directors and their personnel (commercial/services: , industrial: ). Note: Positions such as CEO, Executive Presidents and Vice Presidents in large organizations belong to the GREATER category. 12

14 GM 2. DEPUTY GENERAL MANAGER Alternative titles: Deputy Country Manager Directs, supervises and is responsible for a major part of company's overall activities. Resumes the GM s duties and responsibilities in his/her absence. Ensures the implementation of company strategy and objectives in his/her areas. Safeguards the company's image and promotes effective relations with all external groups (clients, authorities etc.). University degree often at postgraduate level and extensive professional training. Usually years of experience, most of which at senior positions. In-depth knowledge of the economic and the market environment. Fluency in English and often in a second language. General Manager/Managing Director 3-5 Managers and their personnel (commercial/services: , industrial: ). Note: Positions such as CFO, COO, CIO, CPO in large organisations or group of companies could match this profile. 13

15 GM 3. DIVISIONAL / BUSINESS UNIT DIRECTOR Directs and has full responsibility for a division's overall activities. Formulates and recommends division strategy and operations objectives and ensures their implementation. Safeguards the company's image and promotes effective relations with all external groups (clients, authorities etc.). University degree often at postgraduate level and extensive professional training. Usually years of experience, most of which at senior positions. In-depth knowledge of the economic and the market environment. Fluency in English and often in a second language. General Manager/Managing Director or Superior in parent company 3-5 Managers and their personnel (40-60). 14

16 4.2 JOB FAMILY: FINANCE (FIN) FIN 1. FINANCE & ADMINISTRATION DIRECTOR Formulates, recommends and ensures the implementation of company's financial policy. Provides overall direction for budgeting, reporting, tax, accounting, financing, credit and usually IT and sometimes for Personnel functions. Ensures effective administrative support services to the company. University degree often at postgraduate level and extensive professional training. Usually years of experience, 8 of which at a supervisory level. Fluency in English. General Manager/Managing Director 3-5 Managers and their staff (14-25) FIN 2. FINANCE MANAGER Formulates, recommends and ensures the implementation of company's financial policy. Provides overall direction for budgeting, reporting, accounting, tax and credit functions. Liaises with banks and other sources of capital financing. University degree often at postgraduate level and extensive professional training. Usually years of experience, 6 of which at a supervisory level. General Manager/Managing Director or Finance & Administration Director 3-5 Supervisors and their staff (8-16) 15

17 FIN 3. TREASURER Directs the allocation of company funds and develops customer credit policies. Secures short and long term capital financing and liaises with banks. Ensures the best utilization of surplus funds through money and capital markets. University degree often at postgraduate level and extensive professional training. Usually 8-10 years of experience, 4 of which at a supervisory level. Finance & Administration Director or Finance Manager 1-3 Executives FIN 4. FINANCIAL CONTROLLER Co-ordinates and controls all accounting activities and the preparation of financial and management reports. Directs the maintenance of general and cost accounting systems. Oversees administration of credit policy and collection of overdue accounts. University degree often at postgraduate level and extensive professional training. Usually 8-12 years of experience, 5 of which at a supervisory level. Finance & Administration Director or General Manager 2-3 Supervisors and their staff (6-10) 16

18 FIN 5. ACCOUNTING MANAGER Co-ordinates and controls the full range of accounting functions through a number of sizeable sections often in large organizations or in a group of companies. Formulates company accounting policy and procedures and ensures compliance with Chart of Accounts and Tax Code requirements. Monitors the preparation and signs company's financial statements. University degree and extensive professional training. Usually 8-10 years of relevant experience, 4-6 of which at a supervisory level. Familiarity with accounting software. Finance & Administration Director 2-3 Supervisors and their staff (8-14) FIN 6. ACCOUNTING SUPERVISOR Alternative titles: Chief Accountant Co-ordinates and controls the full range of accounting functions. Ensures compliance with Chart of Accounts and Tax Code requirements. Prepares company's financial statements. University degree and relevant professional training. Usually 6-8 years of relevant experience. Good knowledge of English. Familiarity with accounting software. Finance Manager or Accounting Manager 4-7 individuals 17

19 FIN 7. BUDGETING & REPORTING SUPERVISOR Assists in management planning and financial performance appraisal. Ensures appropriate budget formulation and regular revision, as well as P&L and balance sheet analysis and reporting. Ensures timely and accurate reporting of data. University degree and relevant professional training. Usually 4-7 years of relevant experience. Familiarity with accounting and reporting software and spreadsheets. Budgeting & Reporting Manager or Finance Manager 1-2 individuals FIN 8. CREDIT & COLLECTION SUPERVISOR Alternative titles: Credit Control Supervisor Ensures timely cash collection and review of credit risk. Evaluates, proposes and monitors approved credit extension. Liaises with sales personnel to coordinate cash collection. University degree and relevant professional training. Usually 4-7 years of relevant experience. Good knowledge of English. Familiarity with relevant software packages. Finance Manager or Treasurer 1-4 individuals 18

20 FIN 9. COLLECTOR Plans and handles day-to-day cash collection activities within deadlines. Prepares and follows up letters of collection. Assists the customer in completing initial credit applications. On the job training. Usually 1-3 years of relevant experience. Credit & Collection Supervisor FIN 10. SENIOR ACCOUNTANT Alternative titles: Financial Accountant, Management Accountant Responsible for an accounting section (e.g. general ledger, assets etc.). Prepares company's financial statements and other reports. Ensures the accuracy of journal entries. University degree and relevant professional training. Usually 3-5 years of relevant accounting experience. Good knowledge of English. Familiarity with accounting software. Accounting Supervisor FIN 11. TAX SPECIALIST Assists in the development of company's tax policies. Minimizes tax liability. Ensures compliance with local tax requirements. University degree and extensive professional training in tax issues and legislation. Usually 3-5 years of relevant tax experience. Good knowledge of English. Accounting Supervisor 19

21 FIN 12. FINANCIAL ANALYST Performs financial analyses for business strategy formulation. Prepares statistical and economic forecasts for business trends. Conducts various economic studies and assists in the preparation of budgets. University degree and professional training in financial analysis. Usually 2-4 years of relevant experience. Good knowledge of English. Good knowledge of software packages (e.g. Excel, Lotus etc.). Budgeting & Reporting Supervisor or Budgeting & Reporting Manager or Finance Manager FIN 13. ACCOUNTANT Ensures effective preparation of ledger entries. Assists in preparation of trial balances and financial statements. Checks supporting accounting documentation. University degree plus 2-3 years of relevant experience, or Higher National Diploma / Accounting Certificate plus 4-6 years relevant experience. Good knowledge of English. Familiarity with accounting software. Accounting Supervisor 20

22 FIN 14. ACCOUNTING CLERK Alternative titles: Assistant Accountant, Junior Accountant Assists in checking of accounting documentation and in preparation of ledger entries. Performs various routine accounting activities. Reconciles bank accounts and processes payments. Higher National Diploma or Accounting Certificate. Usually 1-3 years of relevant experience. Accounting Supervisor FIN 15. CASHIER Has full responsibility for administrating payments in any form for up to the authorized level. Performs various routine activities, relevant to keeping record of payments and preparing a day-by-day report. Reconciles payments, both incoming and outgoing. High School Diploma. Usually 3-5 years of relevant experience. Credit & Collection Supervisor or Accounting Supervisor 21

23 FIN 16. COST ACCOUNTANT Assists in the development and implementation of cost accounting systems. Prepares company's cost reports. Ensures the accuracy of journal entries for the cost (analytical) accounting group of accounts. Ensures the allocation of the company s expenses in the appropriate cost centers. University degree and relevant professional training. Usually 3-5 years of relevant accounting experience. Good knowledge of English. Familiarity with accounting software. Accounting Supervisor FIN 17. CREDIT & COLLECTION OFFICER Alternative titles: Credit Control Clerk Communicates directly with clients and when needed through sales force to ensure timely payments of outstanding invoices. Follows up on overdue accounts and refers longstanding/delinquent accounts to Superior for action. Assists in the preparation of regular credit reports and liaises continually with the Sales department. University or college degree. Usually 1-2 years of relevant experience. Good knowledge of English. Credit & Collection Supervisor 22

24 FIN 18. BUDGETING & REPORTING MANAGER Supervises budget formulation and regular revision, as well as conducts the financial planning. Analyses and monitor the progress of the company s financial figures, detects discrepancies and proposes corrective actions. Supervises and coordinates the accurate reporting of data to authorities and headquarters management. University and extensive professional training. Usually 8-10 years of relevant experience, 5 of which at a supervisory level. Familiarity with accounting and reporting software. Finance & Administration Manager or Finance Manager 4-6 Officers 23

25 new positions 4.3 JOB FAMILY: INFORMATION TECHNOLOGY (IT) IT 1. IT MANAGER Alternative titles: MIS Manager Responsible for IT budget, planning, implementation and operation of corporate IT and communications infrastructure. Manages the Applications, Infrastructure and Support teams. Analyzes departmental needs and establishes priorities for systems and applications deployment. Manages partnerships with Technology vendors and performs new technology assessments and evaluations. University degree often at postgraduate level and extensive professional training. Usually 8-12 years of experience, 6 of which at a supervisory level. General Manager or Finance & Administration Director 1-2 supervisors and their staff (4-10) IT 2. IT SUPERVISOR Alternative titles: MIS Supervisor Co-ordinates the design, development and maintenance of IT and communications infrastructure. Maps business requirements on to systems and applications and holds responsibility for their successful deployment. University degree often at postgraduate level and extensive professional training. Usually 4-7 years of experience, 3 of which at a supervisory level. IT Manager or Finance & Administration Director 3-5 Information Technology Professionals 24

26 IT 3. DATABASE ADMINISTRATOR Responsible for the logical and physical design of database systems. Installs, configures and troubleshoots the respective database systems, and implements data access and sharing rules. Performs database monitoring and tuning and implements backup and recovery procedures, in order to ensure data integrity. University degree, often at postgraduate level, and professional training. Usually 4-6 years of experience, 3 of which at a supervisory level. IT Infrastructure Manager or IT Manager or IT Supervisor 1-2 Database Programmers/ Software Engineers IT 5. SYSTEMS ANALYST (ex. Systems Analyst/Programmer) Defines information requirements according to specific organization processes. Provides technical assistance in identifying, evaluating and developing systems that are cost-effective and meet user requirements. Designs, selects and implements S/W packaged applications and custom developed solutions that improve business processes. University degree and relevant professional training. Usually 4-6 years of experience. IT Infrastructure Manager or Business Systems Manager or IT Manager or IT Supervisor 2-3 S/W Engineers 25

27 IT 6. SOFTWARE ENGINEER (ex. Analyst/Programmer) Alternative titles: Programmer Participates in the design, coding, testing and maintenance stages of S/W engineering life-cycle. Prepares relative documentation and adheres to configuration management control. Performs end-user training and support. University degree and relevant professional training. Usually 2-4 years of programming / analysis experience. Good knowledge of English. Systems Analyst or Business Systems Manager or IT Supervisor IT 8. HELP DESK SUPPORT (ex. User Support) Provides technical support regarding H/W systems and S/W applications to end-users, either onsite or remotely. Provides training to users and solves technical problems. Reports application bugs or inefficiencies and escalates them to the development team. University degree or Computer Diploma / Certificate. Usually 1-2 years of relevant experience. Good knowledge of English. IT Infrastructure Manager or IT Manager or IT Supervisor 26

28 IT 9. COMPUTER OPERATOR Operates one or more computer systems and peripheral equipment. Ensures the operation of systems and services are monitored and problems are resolved or escalated. Maintains computer operating records and relative documentation. Computer Certificate. No experience required. Good knowledge of English. IT Infrastructure Manager or IT Supervisor IT 10. WEB MASTER Maintains Internet and/or Intranet servers and host infrastructure, providing statistics analyses (traffic reports etc.) and monitoring of log files. Provides recommendations for design improvements and acts as a liaison between non-technical (e.g. sales, marketing) staff and the development team, in order to ensure that all published documents meet corporate standards. Implements Internet security procedures and techniques, in order to minimize denial of service attacks on Web servers. University Degree in Computer Science/ Information Technology. Usually 3-4 years of experience in web design and maintenance, especially in server platforms and web server software. IT Infrastructure Manager or IT Manager or IT Supervisor Web Developers, Web Designers or Subcontractors 27

29 IT 11. SYSTEM & NETWORK ADMINISTRATOR Responsible for the administration, maintenance and troubleshooting of server systems and networking infrastructure. Manages users profiles, including access controls, accounts, remote access services, backup and restore procedures. Updates S/W applications by installing new releases and security patches, in coordination with IT vendors. Implements monitoring operations and performs design modifications when necessary, in order to ensure proper network performance. University Degree in Computer Science or Engineering. Large IT vendor certification. Usually 3-4 years of experience in the administration of enterprise-wide IT environments. IT Infrastructure Manager or IT Manager or IT Supervisor IT 12. ERP CONSULTANT Participates in full life-cycle ERP implementation, including various modules (finance, production, human resources etc), according to business requirements definition. Liaises with other departments for the effective re-engineering of business practices and their mapping onto ERP modules, using standardized implementation methodology. Bears responsibility for Key Users training, as well as troubleshoot and finetuning after the roll-out of the application. University Degree in Information Technology, Business Administration or Finance. Official training from a major ERP vendor. Usually 2-3 years of experience in all phases of ERP system development lifecycle. Business Systems Manager or IT Manager 28

30 IT 13. DATA WAREHOUSE ANALYST ARCHITECT Defines the architecture, content and application requirements for a data warehouse solution, in co-ordination with the respective departments. Applies logical and physical data modeling techniques and is responsible for all technical procedures, including data extraction and loading, data cleansing, datamarts and front-end reporting business intelligence tools. Ensures operational efficiency, performance monitoring and fine-tuning of the application after the implementation phase. University Degree in Computer Science/ Information Technology. Usually 2-3 years of experience in the implementation of business intelligence, OLAP and data warehouse solutions. Business Systems Manager or IT Manager or IT Supervisor IT 14. CRM SPECIALIST Responsible for mapping end-to-end customer relationship processes onto the corresponding processes of a specific CRM solution. Leads the implementation and configuration phases of the CRM package, and performs end-user support and training. Identifies and implements appropriate metrics/analytics designed to measure customer service function. University Degree in Computer Science/ Information Technology. Usually 2-3 years of experience in the implementation and support of CRM applications. Business Systems Manager or IT Manager or IT Supervisor 29

31 IT 15. IT DIRECTOR Alternative Titles: Chief Information Officer Ensures business continuity and growth through the usage of up to date and most appropriate technologies. Provides strategic and tactical planning, development, evaluation, and coordination of the information and technology systems. Responsible for IT budget, planning, implementation and operation of corporate IT and communications infrastructure Responsible for the management of multiple information and communications systems and projects. University degree in Computer Science often at postgraduate level and extensive professional training. Usually years of experience, 8 of which at a supervisory level Managing Director / General Manager 2-4 Managers and their staff IT 16. IT INFRASTRUCTURE MANAGER Ensures the efficient operation of the company s Information Network and Communication Systems in a timely, appropriate and cost effective manner. Manages the implementation of all projects related to systems and networks to ensure timely and efficient completion. Keeps abreast of all new technological development and ensures their transfer to the systems. University degree often at postgraduate level and extensive professional training. Usually 6-10 years of experience, 3 of which at a supervisory level. IT Director 3-6 IT Professionals (Network & Systems administrators, help desk support, etc.) 30

32 IT 17. BUSINESS SYSTEMS MANAGER Manages the full life cycle of projects related to business systems (ERP, CRM, billing, etc.). Oversees the documentation of requirements, defines scope and objectives, and formulates systems to parallel overall business strategies. Ensures efficient and cost effective operations of all business applications, while maintaining a focus on the internal customer, so as to contribute to smooth everyday business operations. Communicates with providers in order to determine requirements and negotiate terms and conditions. University degree in Engineering or Software Engineering. Usually 6-10 years of relevant experience Good knowledge of English. IT Director 2-4 IT Analysts and Developers IT 18. INFORMATION SYSTEMS SECURITY MANAGER Evaluates the IS Security to be consistent with the company s policies and technical standards. Directs the development of security standards, procedures, and guidelines for multiple platforms and diverse systems environments (e.g., corporate, distributed, client server systems and e-applications). Investigates appropriate corrective actions for information security incidents and leads the improvement of the current security system and in the design and implementation of state-of-the-art security solutions. Drives/implements all necessary activities for compliance with market and industry standards University degree in Computer Science, often at a postgraduate level and extensive training. Usually 8-10 years of experience in the field. Fluency in English. IT Director 1-3 IT Security Specialists 31

33 IT 19. BUSINESS INTELLIGENCE (B.I.) SPECIALIST (new) Works with cross functional teams to gather business requirements, translates them into specifications, designs and implements BI applications to facilitate business decision making. Analyzes key data related to business purposes, aided by particular technologies (data mining, data warehousing, data marting, SQL etc.) so as to generate useful results and reports that feed strategic decisions. Provides support as required to ensure the availability and performance of enterprise data. University Degree in Computer Science, Information Systems, Engineering or related field. Usually 3-4 years of experience in application development, data modeling techniques and reporting services. Typically reports to: Business Systems Manager or IT Manager or Chief Financial Officer 32

34 4.4 JOB FAMILY: SALES & MARKETING (S&M) S&M 1. COMMERCIAL DIRECTOR Alternative titles: Sales & Marketing Director Formulates, recommends and ensures the implementation of company's commercial policy i.e. sales and marketing objectives, plans and programs etc. Provides overall direction and control of all sales, customer service, exports, promotion, market research, advertising and public relations functions. Ensures the timely adjustment of commercial strategy and plans to meet changing market conditions and competitive actions. University degree, often at postgraduate level, and extensive professional training. Usually years of experience, 8 of which at a managerial level. In depth knowledge of the market Fluency in English. General Manager/Managing Director 3-6 managers and their staff (30-40) S&M 2. SALES MANAGER Develops, proposes and implements short and long term sales objectives, plans, programs and budgets. Directs and controls all sales operations to meet agreed sales targets. Maintains an efficient and effective sales organization through appropriate direction, control, motivation and development of sales force. University degree and extensive professional training. Usually years of experience, 4 of which at a supervisory level. General Manager/Managing Director or Commercial Director 2-5 supervisors and their staff (10-25) 33

35 S&M 3. MARKETING MANAGER Develops, proposes and implements short and long term marketing objectives, plans, programs and budgets. Directs and controls the market research, product development and launching, pricing, advertising and promotion functions. Maintains efficiency and effectiveness in all marketing activities. University degree and extensive professional training. Usually years marketing experience, 4 of which at a supervisory level. General Manager/Managing Director or Commercial Director 2-Group Product Manager / Product Managers and their staff (5-8) S&M 4. BUSINESS DEVELOPMENT MANAGER Identifies trade opportunities and makes recommendations for their effective exploitation. Continuously researches business development and trends. Develops strategies and programs for customer relations building and improvement. University degree often at postgraduate level and extensive professional training. Usually 8-12 years of experience. Fluency in English. General Manager/Managing Director or Commercial Director 34

36 S&M 5. EXPORTS MANAGER Develops, proposes and implements the export sales and marketing objectives, plans, programs and budgets. Establishes and maintains effective relations with current and potential clients. Continuously identifies export opportunities and makes recommendations for their effective exploitation. University degree and extensive professional training. Usually years of experience, 6 of which at a supervisory level. Fluency in English and often in a second language. General Manager/Managing Director or Commercial Director or Sales Director 3-5 export executives S&M 6. KEY ACCOUNTS MANAGER Proposes and implements sales objectives, plans and programs for key accounts. Supervises activities of salespeople so as to assure key accounts are properly serviced. Establishes and maintains effective relations with key client personnel and gathers data so as to assess current level of satisfaction as well as further needs to be addressed. Forms reports from gathered data so as to keep management and salespeople abreast of market / competitor developments. University degree and / or extensive professional training. Usually 6-8 years of sales experience, 2-3 of which at a supervisory level. Sales Manager or National Key Accounts Manager 2-4 sales representatives key accounts 35

37 S&M 7. REGIONAL SALES MANAGER Develops, proposes and implements the sales objectives, plans, programs and budgets for assigned region. Trains, motivates and monitors the activities of Area Managers and/or Sales Representatives. Establishes and maintains effective relations with current and potential clients. University Degree and/ or extensive professional training. Usually 8-10 years of experience, 6 of which at a supervisory level. Good knowledge of English. Sales Manager 2-4 supervisors and their staff (8-12) S&M 8. AREA SALES MANAGER Develops, proposes and implements the sales objectives, plans, programs and budgets for assigned area. Trains, motivates and monitors the activities of Sales Representatives. Establishes and maintains effective relations with current and potential clients. University degree and/ or extensive professional training. Usually 6-8 years of sales experience. Good knowledge of English. Regional Sales Manager 3-6 sales representatives 36

38 S&M 9. CUSTOMER SERVICE MANAGER Develops, proposes and implements programs and procedures to ensure maximum customer satisfaction in ordering and the delivery of products and services. Trains, motivates and monitors the activities of Customer Service Representatives. Provides information on customer orders, customer accounts, pricing, product availability and delivery schedules. University degree and/ or extensive professional training. Usually 6-8 years of sales experience. Good knowledge of English. Sales Manager 2-3 customer service representatives S&M 10. SALES ADMINISTRATION SUPERVISOR Ensures effective administrative support to sales teams. Liaises with distribution department to ensure stock allocation. Ensures effective maintenance of sales records and product supply information. University degree and/ or professional training. Usually 4-6 years of relevant experience. Good knowledge of English. Sales Manager 2-3 sales support clerks 37

39 S&M 11. SALES REPRESENTATIVE - KEY ACCOUNTS Implements the sales objectives, plans and programs for assigned accounts. Develops and maintains effective relationships with key client personnel. Evaluates and reports all changed situations in competitor activities to maintain market awareness. University degree and/ or extensive professional training. Good knowledge of English. Usually 4-6 years of sales experience (Equal). Indicative Job Matching: 2-3 years: Less (L), over 6 years: Greater (G). Key Account Manager or National Key Accounts Manager S&M 12. SALES REPRESENTATIVE Alternative Title: Salesman / Saleswoman Ensures the effective sale and promotion of company's products and services within an assigned area. Develops and maintains effective relationships with current & potential clients. Prepares sales reports, maintains accounts records and reports changes in market conditions. Often University Degree or Technical Diploma. Good knowledge of English. Usually 3-5 years of sales experience (Equal). Indicative Job Matching: 0-2 years: Less (L), over 5 years: Greater (G). Area Sales Manager 38

40 S&M 13. SALES ENGINEER Promotes product range and services to clients, prepares technical and commercial reports, negotiates contracts commercially and, after contract award, ensures its smooth completion. Provides present & key potential clients with technical advice, and offers technical support. Contributes to company budgeting for major industrial accounts, and ensures return on investment from them. Technical University degree and professional training. Usually 2-4 years of sales experience. Sales Manager S&M 14. SALES SUPPORT MANAGER Alternative title: Sales Support Specialist Develops and sets up pre-sales support programs for product(s). Prepares product support documentation and holds product seminars for clients and related employees. Provides technical advice to customers and assistance to the sales force by visiting current and potential clients for demonstrations. University degree, often at postgraduate level, and/or extensive professional training. Usually 2-4 years of relevant experience. Sales or Marketing Manager 39

41 S&M 15. SALES SUPPORT CLERK Provides information on product availability, pricing, delivery dates and technical specifications. Receives inquiries, orders and complaints by telephone, mail or customer visits. Prepares and distributes various sales reports Sometimes assists Customer Service and handles inquiries about products or services High School Diploma or College degree Usually 1-2 years of experience. Good knowledge of English. Sales Support Manager or Sales Administration Supervisor S&M 16. CUSTOMER SERVICES REPRESENTATIVE Liaises with both customers and product suppliers providing relevant information on orders and delivery dates. Deals with customer enquiries and complaints. Prepares the necessary statements of account and the dispatch of customer orders. High School Diploma or College Degree Usually 1-3 years of experience. Good knowledge of English. Customer Services Manager 40

42 S&M 17. TRADE MARKETING MANAGER Monitors and controls the trade marketing/sales budget implementation throughout the year in co-operation with Marketing/Sales. Plans and supervises the implementation of trade and consumer promotions, as well as merchandising activities. Develops in-depth analysis for customers providing actionable insight into customers business and financial impacts. Ensures that the Field Force has all the tools (i.e. Product support documentation, planogram) to meet its goals. University degree, often at postgraduate level. Usually 4-6 years of relevant experience, 2-3 of which at a Supervisor level. Sales Manager or Marketing Manager S&M 18. MARKETING EXECUTIVE Proposes and implements short and long term marketing objectives, plans & budgets. Contributes to the launching, pricing, advertising and promotion of products, usually in co-operation with advertising agencies. Evaluates effectiveness of marketing programs to meet changing market conditions and competitive actions. University degree, often at postgraduate level, and/or professional training. Usually 2-4 years of relevant experience. Marketing Manager 41

43 S&M 19. MERCHANDISER Ensures and sets up the effective promotion and display of company's products and/ or services within an assigned area. Performs regular and scheduled checks in key accounts stores. Liaises with clients and competitors for information and data exchange. University degree or extensive professional training. Usually 0-2 years of relevant experience. Good knowledge of English. Trade Marketing Manager or Area Sales Manager or Key Account Manager S&M 20. GROUP PRODUCT / BRAND MANAGER Develops, proposes and implements marketing objectives, plans and programs for assigned group of products / brands. Directs and controls market research, product development and launching, advertising and promotion programs for assigned group of products / brands. Liaises and briefs sales personnel and monitors sales of assigned group of products / brands. University degree, often at postgraduate level, and extensive professional training. Usually 6-8 years of relevant experience, 4 of which as a Product Manager. Marketing Manager 1-3 product / brand managers 42

44 S&M 21. PRODUCT / BRAND MANAGER Develops, proposes and implements marketing objectives, plans and programs for assigned product(s)/brand(s). Plans and supervises market research, product development and launching, advertising and promotion programs for assigned product(s)/brand(s). Liaises and briefs the sales personnel and monitors sales of assigned product(s)/brand(s). University degree, often at postgraduate level, and professional training. Usually 2-4 years of relevant experience. Group Product Manager or Marketing Manager S&M 22. ASSISTANT PRODUCT / BRAND MANAGER Alternative title: Junior Product / Brand Manager Assists in the development, proposition and implementation of marketing objectives, plans and programs for assigned product(s)/brand(s). Contributes to planning and execution of market research, product development and launching, advertising and promotion programs for assigned product(s)/brand(s). Liaises with sales personnel for information exchange and feeds it back to the marketing research executive. University degree, often at postgraduate level, and / or professional training. Usually 1-2 years of relevant experience. Product/ Brand Manager 43

45 S&M 23. MARKETING RESEARCH EXECUTIVE Provides management with valid market and existing product assessment. Plans and conducts market research, analyses research findings and recommends action to product management. Evaluates effectiveness of marketing programs to meet changing market conditions and competitive actions. University degree, often at postgraduate level. Usually 3-5 years of relevant experience. Very Good knowledge of English. Marketing Manager S&M 24. ADVERTISING EXECUTIVE Plans and develops advertising and promotion material used to support sales. Develops and controls advertising budgets. Liaises with advertising agencies and evaluates effectiveness of advertising programs. University degree, often at postgraduate level. Usually 3-5 years of relevant experience. Very Good knowledge of English. Marketing Manager 44

46 S&M 25. PUBLIC RELATIONS EXECUTIVE Develops, proposes and implements effective public relations programs to promote and enhance company image and constructive relations with external groups. Builds and maintains contacts with media representatives and opinion leaders. Co-ordinates meetings and presentations with company executives and other outside groups. University degree and professional training. Usually 3-5 years of relevant experience. Marketing Manager S&M 26. SALES DIRECTOR Develops, proposes and implements company s sales policy and objectives in terms of growth and profitability, with the optimum utilization of all available resources. Contributes to the formulation of the company s strategic plans and policies, directs and controls all sales and channel activities and deploys trade marketing and sales budgets to achieve agreed sales targets with maximum cost effectiveness. Maintains an efficient and effective sales and channel organization through appropriate staffing, training motivation and development. University degree, often at postgraduate level, and extensive professional training. Usually years of sales experience, 7 of which at a managerial level. Fluency in English. General Manager/Managing Director 2-4 managers and their staff (20-40) 45

47 S&M 27. MARKETING DIRECTOR Formulates, directs and controls all marketing activities for the implementation of the marketing policies, achievement of objectives, plans and the maximization of sales volumes and profits. Provides overall direction and control of all market & consumer research, advertising and public relations functions. Develops a profit awareness within the company ensuring profit achievement versus strategic plan. University degree, often at postgraduate level, and extensive professional training. Usually years of experience, 7 of which at a managerial level. Fluency in English. General Manager/Managing Director 2-4 managers and their staff (8-15) S&M 28. NATIONAL KEY ACCOUNTS MANAGER Proposes, directs and implements sales objectives, plans and contracts for national key accounts. Supervises the activities of key accounts managers and salespeople so as to assure key accounts are properly serviced at a national level. Establishes and maintains effective relations with key client officers and controls the achievement of qualitative and quantitative targets University degree, often at postgraduate level and/ or extensive professional training. Usually 8-10 years of sales experience, 4-5 of which at a supervisory level. Sales Manager 2-4 supervisors/ key accounts managers and their staff (8-12) 46

48 S&M 29. SALES ANALYST/ PLANNER Assists in the trade marketing tasks. Implements and monitors necessary administrative systems & procedures to support trade marketing activities. Ensures the timely preparation of sales briefs, trade studies & statistics, promotional support material & budgets as well as presentations University degree and professional training. Usually 1-2 years of relevant experience. Trade Marketing Manager 1-2 sales administration clerks S&M 30. CATEGORY MANAGER Negotiates with clients/suppliers the implementation of Category Management Supervises categories & products assortment definition and development of shelf arrangement plans Develops, proposes and implements category strategies & tactics University degree at postgraduate level Usually 4-6 years of relevant experience, 2-3 in Sales or Marketing Very good knowledge of English and strong computer literacy Sales Manager 2-4 assistant category managers 47

49 S&M 31. CALL CENTER SUPERVISOR Supervises the smooth day to day operation of his/her group of Call Center Representatives Briefs the Call Center Representatives before their shifts and ensures that they follow the Call Center policies and procedures Deals with difficult customer queries and complaints Provides training to entry level employees University degree or High school diploma At least 3 years of working experience as Call Center Representative Very good command of English and PC literacy Sales Manager or Customer Service Manager 6-15 Call Center Representatives S&M 32. CALL CENTER REPRESENTATIVE Administrates the incoming calls, accomplishes the outgoing calls and deals with customer queries and complaints Provides relevant information on products and/or services, may that be technical (i.e. details of products, functions, setup etc.), financial (i.e. billing information ) or general Performs data entry on customers' account in order to execute a customer request Records customers' questions/complaints for statistical purposes High school diploma 1-2 years of working experience and PC literacy Very good command of English Call Center Supervisor 48

50 S&M33. SALES TRAINER Plans, produces and administers sales training, seminars for the organization Investigates training resources for appropriate information and suggests new topics and methods. University Degree and/or extensive professional training. Usually 4-6 years of experience, 3-5 of which in Sales. Sales Manager S&M 34. EX VAN SALESMAN Ensures the effective sale, promotion and delivery of company s products within an assigned area. Develops and maintains effective relationships with current and potential clients. Prepares sales reports, maintains accounts record and reports changes in market conditions. Good knowledge of English. Usually 1-3 years of sales experience (Equal). Indicative Job Matching: 1 year: Less (L), over 3 years: Greater (G). Area Sales Manager 49

51 S&M 35. AFTER SALES SUPERVISOR Proposes sales marketing programs and after their approval is responsible for their implementation. Additionally, he liaises with sales department to develop and implement the customer loyalty program. Ensures a positive customer experience and responds to and resolve customer issues. Balances the needs of the customer with companies procedures and financial goals and reduces wait times in services by improving efficiencies Proposes to his supervisor annual action plan for Customer Service to maintain key figure goals and hourly budgets. University Degree, plus relevant professional training. Usually 3-5 years of relevant experience. Good knowledge of English. Sales Manager S&M 36. AFTER SALES TECHNICIAN Responds to and resolve customer issues. Enhances customer service by making repairs, adjustments and by completing regular maintenance schedules. Keeps maintenance records for company s products, analyzing failures and suggesting corrective actions. Installs company s products to clients and tests them to meet technical requirements. High school diploma and/or professional training. Usually 1-2 years of experience in production. After Sales Supervisor 50