Manager Digital CX & Customer Service Excellence

Purpose of the job (1) What does this job do; (2) What does it affect or provide; and (3) Why does the job need to do this The Manager – Digital CX & Customer Service Excellence drives transformation across Order-to-Cash (O2C) experience in the supply chain domain. The role governs the O2C supply chain rulebook, leads CX/NPS programs, and acts as digital product owner for service workflows across ERP/OMS/TMS/WMS. The position ensures a reliable, transparent, and proactive customer journey by integrating rules, data, and digital capabilities into a harmonized O2C ecosystem. Major Responsibilities List the expected end results that must be achieved in order to fulfil the job purpose and the activities that help in achieving these results, with % of Annual time spent, or expected to be spent. This should total to 100%. The format should be as follows: (1) VERB – what is done; (2) OBJECT – to what/whom; (3) APPROACH – how is it done (activities/tasks) and (4) RESULT – with what outcome O2C Rulebook Ownership & Governance — 30% • Maintain a unified rulebook across Ordering →ATP/Allocation →Delivery →Credit →Backorders→ SLAs. • Ensure rule lifecycle management, SAP alignment, S4HANA deployment, adoption, and compliance dashboards. • Govern exceptions, ensure rule discipline, and publish compliance dashboards. • Standardize interpretation across Planning, Warehousing, Transportation, Commercial Excellence, Finance, and Regions. CX & NPS Governance (Insight-to-Action) — 20% • Lead NPS/VoC programs including surveys, sentiment/text analytics. • Use AI/ML-based driver analysis to identify root causes and drive issue resolution. • Run “Listen–Diagnose–Act” sprints with cross-functional teams. • Deliver improved TAT, reduced disputes, improved NPS/CSAT/CES, and fewer repeat complaints. Digital Product Ownership (Supply-Chain Lens) — 30% • Own roadmap for O2C-linked service processes. • Integrate ERP/OMS/TMS/WMS to enable unified customer visibility. • Implement case routing, SLA rules, escalation flows, unified customer identity. • Drive automation of ePOD/ASN, proactive ETA/exception alerts, and workflow auditability • Experience with last-mile platforms (FarEye, Locus, Shipsy, LogiNext, Onfleet, Bringg, etc) for dispatch planning, tracking, ETA prediction, and customer notification workflows Delivery, Plant Determination & SLA Rules — 10% • Govern dispatch logic (LDC/RDC routing, FTL/Milk-run eligibility). • Maintain delivery surcharges (pallet, special locations, off-hours). • Standardize SLA windows and ensure SAP logic alignment. • Track compliance across allocation accuracy and routing effectiveness. JOB DESCRIPTION DOCUMENT (Internal) 2 Governance, Data & Change Management — 10% • Build KPI taxonomy across service, rule, SLA, and exception domains. • Publish dashboards for leadership visibility and decision-making. • Drive data standards, UAT, change management, and capability uplift. • Improve SLA adherence, perceived OTIF, and backorder reallocation outcomes. Internal & External Relationships Who does this job interact with to perform this role? And for what purpose? Internal: Planning, Warehousing, Transportation, Sales, Marketing, Finance, IT, Regional/Local SC teams. External: System partners (O9, S4 HANA), implementation vendors; indirect oversight of outsourced analytics/benchmarking partners. Outsource: Indirectly manages outsourced partners for platform deployment, analytics, and benchmarking projects Skills & Knowledge State the minimum acceptable proficiency for this job. Please do not state incumbent-specific information. RELEVANT EXPERIENCE and SKILLS: • Deep experience in Supply Chain O2C, Order Management, O2C Governance, Service Excellence, or Digital Supply Chain roles within large or multi-region environments. • Proven capability in O2C rule governance, including Ordering, ATP/Allocation, Delivery/Plant Determination, Credit checkpoints, Remains/Backorders, and SLA frameworks. • Demonstrated success leading NPS/VoC programs, insight-to-action cycles, AI/ML-based driver analysis, and cross-functional performance improvement. • Strong background in process excellence, SOP and playbook design, service SLAs, exception governance, and alignment across Planning, Warehousing, Transportation, Finance, and Commercial Excellence. • Experience acting as a product owner for supply-chain-linked service workflows (case routing, SLAs, ePOD/ASN automation, proactive ETA/exception alerts). • High analytical acumen with ability to interpret O2C data, forecast trends, identify systemic gaps, and convert insights into sustainable improvements. • Customer-centric mindset with strong business–technical fluency to proactively enhance service reliability and transparency. Technical Skills • S4HANA O2C flow expertise (Order → ATP → Delivery → Invoice). • Understanding of ATP/BOP, MOQ/MOV/surcharge rules, allocation tiers, plant determination logic. • Integration understanding across ERP/OMS/TMS/WMS. • Analytics competency (Power BI/Tableau) and exposure to AI/ML insights. • Ability to evaluate, integrate, and govern these platforms (viz last-mile technology platforms (FarEye, Locus, Shipsy, LogiNext, Onfleet, Bringg) to improve delivery reliability, NPS, and proactive communication Leadership Skills • Cross-functional influence and stakeholder alignment. • Strong governance and documentation clarity. • Problem-solving and data-driven decision-making