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Senior Manager - Customer Experience
Merck
posted 1hr ago
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Job Description
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The Senior Manager - Customer Excellence is responsible for overseeing the entire Order-to-Invoice process, ensuring operational excellence and continuous improvement within a global framework
- This role demands deep expertise in SAP, particularly in the SD module, along with strong data analytics capabilities and proven people management skills
- The incumbent will lead initiatives that optimize business processes, enhance systems efficiency, ensure compliance, and improve customer satisfaction
- Leveraging technologies such as Robotic Process Automation (RPA) and Artificial Intelligence (AI), this leader will drive continuous improvement while maintaining high standards of operational compliance and audit readiness
- Key Responsibilities:Ensure Seamless Customer Experience:Oversee a seamless B2B customer experience across the Order-to-Invoice process, ensuring timely, accurate, and efficient operations through effective leadership of customer service teams
- Own the Order-to-Invoice End-to-End Process:Manage the Order-to-Invoice process from order creation to invoicing, coordinating across functions such as Global Commercial Operations, Supply Chain, Finance, Trade Compliance, Legal, and IT
- Identify, prioritize, and execute improvement projects that enhance business value, with a focus on leveraging data insights to drive decisions
- Data-Driven Process Improvement Innovation:Utilize data analytics to assess current workflows, identify areas for enhancement, and implement global best practices that improve operational efficiency
- Collaborate with IT to introduce automation, including RPA and AI solutions, to streamline the Order-to-Invoice process and enhance data-driven decision-making
- Compliance Audit Readiness:Ensure all OTC processes adhere to internal policies, external regulations, and industry standards
- Maintain strong data integrity and compliance documentation to support internal and external audits
- Take proactive action based on audit findings, ensuring that corrective measures are implemented promptly
- Cross-Functional Leadership People Management:Lead cross-functional teams including Subject Matter Experts (SMEs), Global Process Owners (GPOs), and Business Process Owners (BPOs) to maintain a high-performing OTC process
- Demonstrate strong people management skills by fostering a collaborative team environment, developing talent, and driving engagement across the customer service function
- Guide the implementation and optimization of SAP (SD module), SFDC, Tableau, and other enterprise systems, ensuring data integrity and system reliability
- Performance Monitoring Reporting:Develop and maintain key performance indicators (KPIs) that provide actionable insights into the health of the OTC process, using data analytics to inform decision-making
- Create and utilize dashboards to track performance, generate reports for executive leadership, and support strategic decision-making
- Collaborate in Sales and Operations (SOP) weekly reviews, aligning commercial, supply chain, and marketing teams to meet short-term revenue and operational targets
- Process Documentation Education:Ensure all OTC-related processes are properly documented, maintained, and shared across the organization
- Lead knowledge-sharing initiatives and training programs, especially during periods of personnel transition, to ensure continuous organizational support for OTC processes
- Executive Communication Stakeholder Management:Provide key insights and recommendations to executive leadership, based on strong data analysis, that align with company s strategic and financial objectives
- Lead cross-functional reviews and collaborate with process leaders to optimize business performance, organizational design, and compliance
- Who You Are:Education:Bachelor s degree in Business, Operations, Finance, Science or a related field; MBA is preferred
- PMP certification is a plus
- Experience:15+ years of progressive experience in Order-to-Cash, Commercial Operations, or Finance, covering areas such as order management, billing, dispute management, and revenue forecasting
- 10+ years in a global management role with full end-to-end process accountability, preferably with a background in SAP SD module implementation and optimization
- Proven ability to leverage data analytics for process improvement and decision-making
- Strong experience in managing compliance and successfully passing internal and external audits
- Demonstrated excellence in people management, leading diverse teams, and fostering a high-performance culture
- Skills:Expertise in SAP, particularly in the SD module, and working knowledge in other enterprise systems like SFDC,Tableau, PowerBI, and CRM tools
- Strong data analytics skills, with the ability to interpret complex data and use it to inform business decisions
- Deep knowledge of Process Excellence, LEAN principles, and global process optimization
- Exceptional organizational, time management, and leadership skills
- Ability to thrive in a fast-paced, complex, and dynamic environment
Employment Type: Full Time, Permanent
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Flexible timing
Monday to Friday
Within city
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