Manager - Customer Delivery Experience

* 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

Desired skills


* SAP ERP knowledge


* Strong collaborative Customer/ Business interaction and management


* Medallia (Customer voice platform)


* Strong organizational skillset


* Excellent communication skills and ability to present to wider audiences including Customers/ Management/ leadership


* MS Office


* Tableau


* Ability to work under pressure

What's in it for me?


* 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

Bring your passion for customers to a team that's ready to welcome you - apply now!

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* Country-specific programs and initiatives may be available.

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