Customer Excellence Manager - ASPAC

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Job details

Company overview

We are the Japanese subsidiary of a European-based energy company, headquartered in the United Kingdom, with operations worldwide. Since entering the Japanese market, we have been strengthening our foothold and diversifying our business. Through partnerships with Japanese companies, we have seen growth in lubricant sales, petrochemicals, and other sectors. Our operations span across petrochemicals, trading, marine, industrial, and automotive lubricants. In our commitment to sustainable energy supply, we are not only involved in oil and natural gas but also in the development of clean energy and the reduction of carbon dioxide emissions.

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

• Bachelors Degree Essential
• 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

Salary

9 - 12 million yen

Location

Tokyo