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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+9% organic growth
150 000+ employees in 100+ countries

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