Customer Excellence Manager - ASPAC

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募集要項

会社概要

同社は、ヨーロッパに拠点を持つエネルギー企業の日本法人です。イギリスに本社を構え、世界中で事業展開しています。日本市場に進出してから、地盤を固めつつ事業を多角化しています。潤滑油販売や石油化学事業など、日本企業とのパートナーシップで成長しています。ペトロケミカルズ、トレーディング、マリン、工業用、自動車用潤滑油の分野で事業を展開しています。持続可能なエネルギー供給のため、石油や天然ガスのみならず、クリーンエネルギーの開発や二酸化炭素排出量の削減にも取り組んでいます。

業務内容

• 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

応募条件

• 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

給与

900 - 1200 万円

勤務地

東京