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Location

Mumbai | India

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Job description

We are currently looking for Customer Operations Manager in Mumbai. More details below:

The Customer Operations manager ensures a healthy balance of effective, efficient, and compliant operations along with future readiness in line with business strategy across the PU.

The Customer Operations manager ensures that the right support is in place to enable the sales team to focus on customer facing activities.
Customer Operations is a key interface with external customers and distributors to ensure consistent service behaviours and premium brand experience delivery across all touch points.

Job Description:

Key Roles and Responsibilities:

• Drive standardisation, simplification and consistency in all operational activities by delivering compliant processes with local regulations, Group Standards and Customer & Sales Policies and Procedures.
• Manage the effective integration of cross-functional activities which impact our ability to provide a high-quality customer experience to our customers.
• Lead operational delivery of key customer management processes - Lead to contract, O2C, Schemes and Rebates management, Offer and Contract management, Customer Service Agreement
• Customer projects implementation across markets in the PU.
• Tracking performance against the key operational metrics (CSA metrics) & drive continuous improvement.
• Customer communications execution in the market.
• Manage the GBS (and/or other suppliers) operational interfaces focused on delivering as per agreed processes and SLAs.
• Leadership: Delegates work appropriately and ensures that the right people and resources are available to deliver work/ on customer related projects. Provides the team with a clear direction and defines standards of performance expected; Monitors performance and provide timely and constructive feedback to enable team development; Motivates and empowers others to achieve goals and provides others with coaching and development opportunities. Enables best practice sharing across the organisation.

Experience and Qualifications:

Education: University degree essential. MBA from a reputed institute is preferable.

Experience

• Customer facing experience (sales, customer service, marketing, supply chain) 15-20 years
• Demonstrated track record of performance delivery and process / continuous improvement through influencing and coaching others.
• Team leadership and organisational skills in a global and diverse team.
• Operational experience of the O2C process desirable.
• Change management.

Skills & Competencies

• Customer relationship management - Mastery
• Internal functional navigation in support of customer - Mastery
• Contract management - Mastery
• Delivers an effortless customer experience - Mastery
• Customer promise execution - Mastery
• Using operational tools to improve customer experience - Mastery
• Negotiating value - Skilful application
• Customer segmentation and channel management - Skilful application
• Sector, market, customer and competitor understanding - Skilful application

Skills:

Agility core practices, Analytical Thinking, Business process improvement, Commercial acumen, Communication, Conflict Management, Creativity and Innovation, Customer centric thinking, Customer enquiries, Customer experience, Customer value proposition, Digital fluency, Resilience, Sustainability awareness and action, Understanding Emotions, Workload Prioritization

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Job tags

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Salary