Mission and Purpose

Within a Group Strategic project, with ambition of transforming our End to End value chain, harmonizing our way of working, and building a single global IT backbone system, we are looking for a Customer Care Lead within O2C (Order-to-Cash) Business Process Area to lead the transformation of Customer Care and Credit management for China

The O2C Customer Care Lead is responsible for delivering the global harmonized processes. He/She develops the right strategies to deliver the Order To Cash vision by animating, coordinating, aligning, and prioritizing the O2C process roll-out. 

Key Job Accountabilities 

• Ensure the alignment between Global project team and China Stakeholders related to O2C processes
  1. Regular alignment with O2C Global NEO team
  2. Regular exchange with Country O2C stakeholders to facilitate roadmaps, priorities and dependencies alignment
• Arbitrate key decisions related to Customer Care design orientations and project management
  1. Solve questions and arbitrage of O2C related processes
  2. Submit arbitrations to the Zone Program Management Committee if needed. 
• Conduct roll-out activities 
  1. Support the implementation of O2C related processes in the country
  2. Provide proper training to the O2C stakeholders and end users
  3. Join the different phases of testing, and support end users on User Acceptance Testing
  4. Involve and work on relevant data migration, cutover, hypercare activities
• Contribute on change management actions for O2C area in China
  1. Explain the design and change impact to O2C stakeholders 
  2. Support local team for a smooth change on system and daily processes

Job Requirements: 

• Solid Business background in Order-to-Cash functions, with End-to-End competencies, covering Customer Care as key function, but also transversally Commercial Finance, and Sales Administration
• Established managerial and project management experiences as Customer Care Lead. Experiences in strategic transformation program as Key user is preferred
• Leadership, process oriented, strong drive of changes in a complex and cross-cultures environment, with team collaboration mindset
• Good Knowledge of SAP SD module is mandatory, experience in SAP S/4HANA is preferred
• Fluency in English and Chinese
• FMCG background is preferred