Customer Experience Continuous Improvement Manager
Huntsman’s Advanced Materials division is now looking for a Customer Experience Continuous Improvement Manager. This role is to identify, develop, coordinate, implement and control business change initiatives to support AdMat global customer experience strategy. And this role will focus on initiating and socializing improvement opportunities in the way Huntsman Advanced Materials engage with customers from order entry to delivery of the goods.
This role is a managerial job.
Location: Shanghai or Guangzhou
As the Customer Experience Continuous Improvement Manager, you will:
- All activities will be conducted in alignment with roles, procedures, and way of working to guarantee a safe working place.
- Contribute and drive the Order to Cash process and digital transformation as part of the global supply chain excellence team.
- Identify and report potential business improvements based on the feedback from Admat’s team leaders and members.
- Create with stakeholders the business case by understanding the AS-IS and TO-BE situations, evaluating the difficulties, implications, potential threat, and weakness, extracting and manipulating data to qualify and quantify the potential benefits.
- Update management team and tools on progress, roadblocks, required actions, resources requirement and results to facilitate prioritization of actions across the different work streams.
- Seek pro-actively management assistance to resolve any issue of presenting a threat to the delivery of the estimated benefits in the stated timeline.
- Ensure appropriate preparation is done to run efficient steering team meetings and provide regular feedback to management.
- Manage, mitigate, and report any foreseen deviation to the initial project budget and costs estimation.
- Develop and provide, when appropriate, training to the end users.
- Develop in coordination with the process owner a set of Key indicators enabling the tracking the benefits delivered.
- Develop in coordination with the Quality Management team the process and documentation supporting the changes implemented.
Ultimately the C.E.C.I Manager will share the accountability with the key stakeholders to ensure a smooth implementation of the changes and the realization of estimated benefits in the agreed timeline.
In addition, the associate is accountable for the monitoring of market trend and the identification of Best Practices existing across industries.
Skills and experiences required:
-Education: high level – master degree in business or significant experience in running Customer Facing functions, and logistics.
-Language: English
-Experiences: expertise in customer service, warehousing and fulfillment, with cross functional project management in a multi-cultural environment, and strong experience in change management
-Requirement: strong understanding of business organization and data analysis
-Management: strongly data and facts oriented LSS Green Belt or PMI certification
KEY COMPETENCIES:
- Strong analytical and synthesis skills
- Work on deadlines and able to cope with highly volatile workload
- Able to travel up to 30% of the time and to work on flexible schedules
- Good communication with all business levels
- Strong change management and interpersonal skills
- Ability to motivate, mobilize & get buy-in from team and organization