Manager - Customer Delivery Experience

Job Summary

Be a core member of the Customer Delivery Experience team and actively contribute to the success of the function. Coordinate with stakeholders from India region to work closely on Customer issues, actions follow up and close looping with Customers. Coordinate within CDX in order to support communication of delivery capabilities. Manage development, deployment and adoption of Customer Process Capabilities. Support the monetized capabilities execution through the digital journey (mySE). Be part and contribute to Skill network and global CDX community. Drive actions for improving delivery reliability (OTD, AC2, NoR) for Customers in the region, engage with Plant/ DC logistics and planning teams. Support in organizing Customer connect sessions and digital events, follow up with Customers, prepare minutes and track closure of actions with stakeholders. Identify improvement areas by assessing gaps (KPIs/ Customer input), work with stakeholders on taking actions with strong governance. Support the competition watch, the customer voice surveys (NSS & NPS), the direct contact with customers, the relation with BU s and the customer research. Support in Customer Connect Program to follow up on actions on regular basis, organize Customer callbacks (BU/ Sales in collaboration with Logistics network) Organize and manage leadership visit to Customers. Identify and drive analytics enhancement to speed up Customer issue resolution. Prepare weekly updates in the form of presentations on Customer voice surveys, track progress on actions on daily basis, prepare and present the same to management.

Responsibilities

• Coordinate with stakeholders from India region to work closely on Customer issues, actions follow up and close looping with Customers.
• Coordinate within CDX in order to support communication of delivery capabilities.
• Manage development, deployment and adoption of Customer Process Capabilities.
• Support the monetized capabilities execution through the digital journey (mySE).
• Be part and contribute to Skill network and global CDX community.
• Drive actions for improving delivery reliability (OTD, AC2, NoR) for Customers in the region, engage with Plant/ DC logistics and planning teams.
• Support in organizing Customer connect sessions and digital events, follow up with Customers, prepare minutes and track closure of actions with stakeholders.
• Identify improvement areas by assessing gaps (KPIs/ Customer input), work with stakeholders on taking actions with strong governance.
• Support the competition watch, the customer voice surveys (NSS & NPS), the direct contact with customers, the relation with BU s and the customer research.
• Support in Customer Connect Program to follow up on actions on regular basis, organize Customer callbacks (BU/ Sales in collaboration with Logistics network).
• Organize and manage leadership visit to Customers.
• Identify and drive analytics enhancement to speed up Customer issue resolution.
• Prepare weekly updates in the form of presentations on Customer voice surveys, track progress on actions on daily basis, prepare and present the same to management.

Skills

• SAP ERP knowledge
• Medallia (Customer voice platform)
• MS Office
• Tableau
• Strong organizational skillset
• Excellent communication skills and ability to present to wider audiences including Customers/ Management/ leadership
• Strong collaborative Customer/ Business interaction and management

Qualifications

• Minimum 4 yrs of experience in Customer Experience / Operations
• B-Tech/Business Graduate and/or MBA
• Must have SAP ERP knowledge
• ERP Certification will be added value

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