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Customer Experience Transformation Manager

2 months ago

Banana Shire, Australia Huntsman Corporation Full time

Job Overview

Customer Experience Transformation Manager

We are seeking a seasoned professional to lead our customer experience transformation journey globally. As a key member of our Global Supply Chain Excellence team, you will be responsible for driving business and digital transformation initiatives to elevate our customer experience and achieve our 360-strategy for sustainable growth and value.

Key Responsibilities

  1. Transformation Initiatives
  • Contribute to the development of our transformation roadmap, aligning with our 360 strategy - Engage, Improve, and Grow.
  • Lead cross-functional teams to implement changes and innovations, ensuring alignment with company procedures and safety standards.
Customer Experience Enhancement
  • Support Customer Service, Logistics, and Supply Planning functions across EMEAI, AMERICAS, and APAC regions.
  • Collaborate with stakeholders to understand current and future scenarios, develop data-driven business cases for improvements, and ensure effective communication with management.
Team Leadership
  • Lead a team of process owners, ensuring efficient project execution and continuous improvement in customer engagement processes.
  • Develop and provide training to end users, supporting the adoption of new processes and technologies.
Digital Transformation
  • Contribute to digital transformation efforts, particularly in the Order to Cash process, leveraging AI, automation, and SAP HANA.
  • Manage project budgets, mitigate risks, and report any deviations, ensuring the successful delivery of estimated benefits.

Requirements

  1. Education and Experience
  • Master's degree in business, engineering, or technology management, with 5 to 7+ years of supply chain experience in a global company or in consulting.
Expertise and Competencies
  • Expertise in Continuous Improvement & digital transformation: You are a seasoned expert in continuous improvement, digital transformation (SAP HANA, Artificial intelligence, automation), and change management. Experience in an ERP / SAP implementation is essential.
  • Customer Service & Logistics: You have a strong understanding of customer service, distribution strategy, logistics, and warehousing management. Experience in customer service transformation and familiarity with the Order to Cash process is essential.
  • Communication Skills: You have excellent verbal and written communication skills, with the ability to interact effectively with all levels of the organization.
  • Project Management: You have a proven ability to manage cross-functional projects in a multicultural environment, with a strong track record in change management.
  • Technology Savvy: You are responsive to exploring how AI can impact business and have experience in large-scale technology delivery.
  • Analytical and Creative Thinker: You thrive in fast-paced international environments, are adept at creative and analytical problem-solving, and bring structure to our operating model.
  • Adaptability and Flexibility: You are willing to travel up to 30% of the time, work flexible schedules, and adapt to changing circumstances.
  • Leadership Aspirations: You are eager to develop and confirm your leadership skills while contributing to a global team.