Customer Excellence Manager - ASPAC

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Job details

Company overview

They are widely acknowledged as the world's leading provider of lubricant solutions.

Responsibilities

• Drive a customer-centric culture across the PU
• Define and own the Customer Service Agreement (CSA) and customer management framework for the market - taking into account customer requirements, benchmarking and external best practice
• Create a common framework and guardrails for how we reach customers and manage customer relationships
• Design of Customer interfaces and Experience across the customer journey
• Developing and documenting sales / business operational processes, best practice and tools to enable continuous improvement. (lead to contract, O2C, key account management planning, prospecting & pipeline management, complaint management)
• Own customer communications framework for the PU
• Using Customer Heartbeat results, LCF and other techniques (e.g. journey maps), work cross-functionally to define, deliver and evolve the customer experience
• Provides recommendation for Sales Incentive Plan recommendation linked to RTM strategy and customer offer deliverables
• Drive sales enablement
• Manage the GBS(and/or other suppliers) and cross-functional interfaces - roadmap for activity transition, SLAs for delivery, end to end process integrity

Requirements

• Minimum 5 years of experience - across sales, marketing and operations
• Minimum 5 years of experience in customer experience enhancement management
• Experience of working in a matrix organisation
• Operational experience of the O2C process desirable

Salary

7.5 - 10 million yen

Location

Tokyo