Customer Excellence Manager - ASPAC

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Job details

Company overview

We specialize in the development and marketing of lubricant products. In particular, we are widely known in the field of automotive and industrial oils and greases, offering high performance products. We also pursue innovative technologies and environmentally friendly products to maximize engine efficiency and extend equipment life. Furthermore, we cooperate with automobile and industrial machinery manufacturers around the world and are trusted for our advanced technology and quality control. Our product lineup includes engine oils, gear oils, and cooling fluids to meet diverse needs. In addition, we offer customized solutions to meet customer needs and always aim to provide the best service.

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