Direct To End User (DTEU) Lead

The DTEU Lead (DTEU Executive) is accountable for driving Direct-To-End-User initiatives and platforms to drive consumer engagement, convenience, and incremental commercial growth.

The role translates strategy into action by delivering seamless execution of DTEU propositions, ensuring operational excellence across ordering, fulfillment, and delivery, and maintaining high-quality consumer experiences across all touchpoints.

Key Responsibilities

• Complete DTEU plans and initiatives in line with Emerging Channels strategy
• Ensure seamless end-to-end consumer experience across DTEU platforms
• Drive outstanding operational performance in ordering, fulfillment, and delivery
• Support delivery of net sales value, sales quantity, and customer interaction through DTEU

Dimensions

Financial

• Supports delivery of NSV, volume, and margin targets through DTEU initiatives
• Delivers DTEU investments in line with approved plans to deliver return on investment
• Contributes to Emerging Channels growth and performance targets
• Contribute to the delivery of an optimized brand portfolio across DTEU platforms, driving premiumisation, high NSV brands, and margin growth

Market Complexity

KBL operates in a sophisticated and fast-evolving environment requiring strong execution due to:

• Increasing demand for convenience-led and digital consumption
• High consumer expectations on speed, service, and experience
• Dependence on third-party platforms and logistics providers
• Need for seamless integration across commercial, digital, and operational teams

Role Responsibilities

• Build strong understanding of DTEU consumers, occasions, and market trends to identify growth opportunities
• Plan and implement DTEU initiatives (campaigns, gifting, bundles, events, and experiences) to drive NSV
• Manage end-to-end operations including order fulfilment, stock coordination, and delivery performance
• Ensure excellent product availability, clear communication, and consistent execution across all platforms
• Deliver high-quality, flawless, and premium consumer experiences across all touchpoints
• Collaborate cross-functionally and manage external partners to ensure aligned and efficient execution
• Track and optimise performance across key metrics (sales, conversion, service levels, return on investment)
• Manage budgets, monitor cost efficiency, and ensure accurate reporting and governance

What Success Looks Like

• Seamless execution of DTEU platforms with high service levels and consumer happiness
• Growth in DTEU-driven NSV, volume, and consumer engagement
• High operational efficiency across fulfilment and delivery processes
• Consistent, premium-quality consumer experiences across all touchpoints
• Strong partner coordination and execution alignment
• Measurable return on investment and continuous improvement across DTEU initiatives

Governance – Risks & Controls

• Ensure compliance with KBL Code of Business Conduct, policies, and governance frameworks
• Adhere to legal, regulatory, and safety requirements across all DTEU activities
• Ensure proper management of budgets, assets, and trade materials
• Maintain audit readiness and compliance with internal control frameworks
• Ensure responsible and compliant consumer engagement