Head - Customer Experience Manager
Location
Mumbai | India
Job description
THE POSITION
The Customer Experience (CX)Manager ensures full and proper implementation of IMETA (India, Middle East, Turkey & Africa) CX strategies considering local ( OPU)specificities. CX Manager establishes capabilities and ensures execution. CX Manager optimizes our commercial model based on expertise and regional teams' expertise .
Hence, he/she;
- Contributes deep commercial expertise when tailoring the regional go-to-market model on topics such as Strategic Account Management ( SAM), Selling Model ( CXE/LPE), Customer Segmentation ( ImmPact/Bitman ), Customer Relationship Management ( CRM), Sales Force Excellence ( SFE)/optimization, Sales incentives management, distributor & point of sale optimization.
- Ensures consistency with the Global/IMETA CX strategies/initiatives through their link to the CX Head IMETA.
The CX Manager will lead a local team to establish and own 5 key components of CX:
- Sales Force Effectiveness (SFE)
- Strategic Account Management (SAM)
- Customer Relationship Management (CRM)
- Multi-Channel Excellence
- Data and Analytics
Responsibilities Tasks & responsibilities - Sales Force Effectiveness: Lead segmentation, targeting, call planning, territory alignment & sizing, sales & activity performance management (incl. KPIs tracking and analysis, selling and coaching skills).
- Strategic Account Management: Lead identification and action plans of key accounts, milestones and performance against plan tracking, training and top account visibility. Coordinate and implement SAM Bridge process at local level.
- Customer Relationship Management: Lead Veeva and platform integration / change requests / feedback. In addition, showcase the benefit to customer facing roles of deeper customer insight by turning information into insights.
- Multi-Channel Excellence: Lead integrated customer engagement channel integration: CLM, digital content creation and customer portals, provide guidance on building content based on unique customer preference and needs.
- Data and Analytics: Lead data governance and integration (including but not limited to Engage Analytics/Tableau)to allow transparency and automation of product and customer master data locally.
- Provides training on SAM, SFE, CRM and digital capabilities to leverage global content, local content and external agencies.
Strategic Project Leadership: - Coordinates strategic business projects in the assigned territory in strong collaboration with involved stakeholders including business development initiatives.
- Interface with the appropriate support functions and stakeholders to track and report to ensure that the strategic implementation plan is aligned with expected timing, means, and results.
- Communicate the project's progress to sponsor and key stakeholders.
- Build a close relationship with project sponsors and/or process owners in order to understand their issues, and to help them to deliver expected results; visit assigned markets to establish and build relationships with local teams.
- Create tracking methodology for Regional and local growth initiatives, monitor progress and provide timely updates as requested.
- Focus on new product launches, coordinating between Country Heads, Business Segment Heads and ABMs to achieve financial targets.
Strategic Implementation: - Actively participate in Local as well as ROPU Leadership Team Meetings to track action items, decisions taken, responsible parties and follow-up with action item owners to ensure completion.
- To ensure that guidelines and decisions taken and action steps allocated in the local/OPU leadership team (LT) and Country Leadership Team (CLT) are acted upon with the correct sense of urgency.
Team Development: - Secure that Customer Experience function acts as an integrated center of excellence with the commercial functions.
Compliance Responsibility: - Responsible for overseeing compliance and adherence to corporate SOP's, local regulations and best practices as applicable. Help develop local SOP as required.
Requirements: - University (Bachelor)degree, MBA Preferred
- Proven business acumen: strong experience (min. 5 years)in diverse Customer Experience roles and in Channel Execution in a (R)OPU and Corporate and/or Agency
- Experience in People Management and talent development
- Experience in change management, including communications, training and support, leadership engagement and change network management.
- Strong customer focus
- Collaborative, team player, customer oriented, results oriented and quick learner.
- Ability to interface, negotiate and influence effectively with teams in a matrix & cross-functional organization.
- Ability to work/network across the organization in a multicultural environment.
- Strong communication skills (written & oral)
- Ability to work independently.
- Solid experience in strategic project management in a complex and multinational environment
- Strong project and process management skills, experience leading project teams and developing business cases, plans, scope definition and presentations.
- Ability to influence at various levels of the organization.
- Strong interpersonal skills, listening, negotiation and compromise to navigate and resolve conflict.
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