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
- Regular alignment with O2C Global NEO team
- 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
- Solve questions and arbitrage of O2C related processes
- Submit arbitrations to the Zone Program Management Committee if needed.
- Conduct roll-out activities
- Support the implementation of O2C related processes in the country
- Provide proper training to the O2C stakeholders and end users
- Join the different phases of testing, and support end users on User Acceptance Testing
- Involve and work on relevant data migration, cutover, hypercare activities
- Contribute on change management actions for O2C area in China
- Explain the design and change impact to O2C stakeholders
- 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