Customer Experience Improvement Manager

2 weeks ago

Shanghai, Shanghai, China Huntsman Full time

Job Summary

Huntsman's Advanced Materials division is seeking a Customer Experience Continuous Improvement Manager to identify, develop, and implement business change initiatives that support the global customer experience strategy.

Key Responsibilities

  • Conduct activities in alignment with roles, procedures, and way of working to ensure a safe working environment.
  • Contribute to 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 feedback from Admat's team leaders and members.
  • Create a business case by understanding the AS-IS and TO-BE situations, evaluating difficulties, implications, potential threats, and weaknesses, and extracting and manipulating data to qualify and quantify potential benefits.
  • Update the management team and tools on progress, roadblocks, required actions, resources requirements, and results to facilitate prioritization of actions across different work streams.
  • Seek management assistance to resolve any issue that presents a threat to the delivery of estimated benefits in the stated timeline.
  • Ensure appropriate preparation for 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 training to end users when appropriate.
  • Develop, in coordination with the process owner, a set of Key Indicators enabling the tracking of benefits delivered.
  • Develop, in coordination with the Quality Management team, the process and documentation supporting the changes implemented.

Requirements

  • Education: High level - Master's 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.
  • Ability to work on deadlines and cope with highly volatile workloads.
  • 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 the team and organization.

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