Leader, Business Development and After Sales Services - Thailand

Lixil (Thailand) Public Company Limited (Din Daeng)

Bangkok, Thailand

LIXIL Corporation is one of the largest companies in the building materials and housing equipment industry, with its sales of over USD 13 billion and employees of approximately 60,000. With a headquarter in Tokyo, Japan, there are more than 17 regional offices, 83 branches, 287 sales offices, and 44 production sites for domestic sales and production under LIXIL across Asia Pacific, Europe, North America, and Middle East.

Detail posisi

This position is a self-motivated professional and experienced Customer Care Leader to lead the team of passionate after sales service team towards delivering excellent customer service and achieving the overall business goal of being the Best in Service for LIXIL Thailand.

Kewajiban

Business Development:
• Strong Business partnering with Sales, Project Sales Engineer, QA, QC, NPD, and commercial team to deliver the end to end customer care service charter.
• Develop clear strategies and KPI to deliver LIXIL objectives in after sales service.
• Collecting, interpreting data, analyzing results to establish business needs and strategies for enhancing service level and commercial performances/profitability.
• Perform evaluations, analysis and present reports and recommendations that help LIXIL to remain competitive in the business market. Fully understand the business environment; scrutinize the performance of LIXIL & competitors.
• Drive continuous process improvements and best practices to enhance the effectiveness and efficiency of the business.
• Work closely with Marketing to ensure competitive Recommended consumer price, margin control and promotional activities relevant to support post sales.
• Experience in collaborating and influencing Government authorities for product approvals, setting new policies and governance to champion leading topics such as LEEDs, sustainability, MIT etc.

After Sales Services:
• Implement strategies effective for ensuring a satisfied clientele and increased returns.
• Train, motivate, and lead after sales teams to achieve set objectives and targets.
• Maintain strong contact with dealers/customers/consumers to obtain customer feedback regarding product/service quality.
• Develop/coach the team to confidently assist customers/dealers in resolving issues and complaints concerning purchased products or services.
• Build and establish good work relationship with customers and dealers to facilitate increased patronage and revenue.
• Organize promotional and marketing campaigns to create awareness and product publicity.
• Supervise the operations of after sales teams to ensure set targets are met.
• Experienced in working with hybrid models – full time service team with outsourced contractor to improve service commitment nationwide and cost balancing on the P&L.
• Initiate services and program that can continue to alleviate the LIXIL after sales service branding eg, maintenance care program, extended warranty program, etc.

Kualifikasi

• Bachelor’s or master’s degree in Science, Engineer, MBA or related field.
• At least 10 years of working experience in After Sales Services, Business Development in Retails business, FMCG or related industries.
• Having the engineering equipment and spare parts management.