Customer Operations Manager - Thailand
Detail posisi
Kewajiban
• Manage the effective integration of cross-functional activities which impact our ability to provide a high quality customer experience to our customers
• Lead the operational delivery of key customer management processes – Lead to contract (L2C), Order to Cash (O2C), Rebates management, Offer and Contract management, Customer Service Agreement
• Manage tracking performance against the key operational metrics (CSA metrics) & drive continuous improvement
• Lead and mentor a dynamic team of 8 individuals (2 layers in structure)
• Delegate work appropriately and ensure that the right people and resources are available to deliver work/ on customer related projects.
• Provide the team with a clear direction and defines standards of performance expected, monitor performance and provide timely and constructive feedback to enable team development
• Motivate and empower others to achieve goals and provide others with coaching and development opportunities.
• Lead activities on customer setup – including ensuring any related digial system (Keris Portal) is set up correctly and functioning at all times and manage customer communications execution in the market
• Support tender/offer preparation for new customers and customer renewals for the market/channel
• Cooperate with cross-functional teams and/or stakeholders to ensure the solutions are developed and sales & customer support activities are delivered to channel/customers according to the plan
• Lead team to build on understanding of channel/customers’ requirements and/or needs and provide support to Channel Sales Managers in exploring business opportunities including new customers development
• Evaluate the effectiveness of channel support programs to ensure relevancy and and delivery of MWBs
• Incorporate insight/feedback from customers via constant customer engagement, market intelligence to optimize our channel offers and improve our business performance
• Support and coacg the development of capability road map and right programs/tools for Castrol front line sales force including distributors people, leveraging digital resources. Share best practice across the Castrol capability network
• Lead customer projects implementation in market including benchmarking best practices in Aspac PU on service & offer, trade program, and digital solutions
Kualifikasi
• University degree essential
• A post graduate degree would be value added
• 6+ years of customer facing experience (sales, customer service, marketing, operations)
• Operational experience of the L2C and O2C process
• Experiences in channel offer strategy development and execution
• Demonstrated track record of performance delivery and process/ continuous improvement through influencing and coaching others
• Proven experience leading and developing a team
• Demonstrates a bias for action in all areas of work; shows serious commitment to accountability and ownership, and a strong work ethics
• Strong communicator, both oral and written
• Experience working with and influencing cross functional teams, preferably in