Customer Experience Transformation Manager

7 days ago

Shanghai, Shanghai, China Huntsman Full time
Customer Experience Continuous Improvement Manager

Huntsman's Advanced Materials division is seeking a highly skilled professional to drive business change initiatives and improve customer experience from order entry to delivery of goods.

This managerial role will focus on initiating and socializing improvement opportunities, contributing to the Order to Cash process, and driving digital transformation as part of the global supply chain excellence team.

Key Responsibilities:

  • Conduct activities in alignment with roles, procedures, and way of working to ensure a safe working place.
  • Contribute to the Order to Cash process and digital transformation.
  • Identify and report potential business improvements based on feedback from Admat's team leaders and members.
  • Create business cases by understanding AS-IS and TO-BE situations, evaluating difficulties, implications, potential threats, and weaknesses.
  • Update management teams and tools on progress, roadblocks, required actions, resources, and results.
  • Seek management assistance to resolve issues that may impact delivery of estimated benefits.
  • Ensure efficient steering team meetings and provide regular feedback to management.
  • Manage, mitigate, and report deviations to initial project budget and costs estimation.
  • Develop and provide training to end users.
  • Develop key indicators to track benefits delivered.
  • Develop processes and documentation supporting changes implemented.

The Customer Experience Continuous Improvement Manager will share accountability with key stakeholders to ensure smooth implementation of changes and realization of estimated benefits.

The associate is accountable for monitoring market trends and identifying best practices across industries.

Requirements:

  • Master's degree in business or significant experience in running customer-facing functions and logistics.
  • English language proficiency.
  • Expertise in customer service, warehousing, and fulfillment, with cross-functional project management in a multi-cultural environment.
  • Strong experience in change management.
  • Strong understanding of business organization and data analysis.
  • Data and facts-oriented management with LSS Green Belt or PMI certification.

Competencies:

  • Strong analytical and synthesis skills.
  • Ability to work on deadlines and cope with a highly volatile workload.
  • Able to travel up to 30% of the time and work on flexible schedules.
  • Good communication with all business levels.
  • Strong change management and interpersonal skills.
  • Ability to motivate, mobilize, and get buy-in from teams and organizations.

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