Global Business Process Owner
il y a 4 semaines
LEAP – Customer Service & Delivery– Global BPO
Pernod Ricard is embarking on an ambitious transformation journey, and we are seeking a skilled professional to join our global Program "LEAP". This initiative aims to enhance collaboration at a global level, fostering a common business language and harmonized procedures to drive business ambitions.
The successful candidate will be responsible for designing and overseeing logistics processes from supply side to customer order fulfillment within the ERP system. This role is crucial for ensuring that the supply chain is effectively managed to meet market demands and customer orders efficiently, aligning logistics operations with business strategies and customer expectations.
Your Key Missions:
- Strategic Process Design: Architect comprehensive customer service & Delivery processes for integration into the ERP, including advanced order management, inquiry handling, complaint resolution, State of the art Delivery Management & after-sales support mechanisms
- Optimization of Customer Interactions: Utilize ERP tools to refine customer interaction workflows, ensuring streamlined communication, accurate order fulfillment, and timely issue resolution
- Feedback Management System: Implement a system within the ERP for capturing and analyzing customer feedback, facilitating actionable insights to continuously refine product and service offerings
- Advanced Customer Data Integration: Manage the incorporation of detailed customer data into the ERP, enabling personalized service delivery and targeted marketing campaigns
- Cross-Functional Strategy Alignment: Collaborate with sales, marketing, and logistics teams to ensure customer service strategies are cohesive with overall business goals, drawing on ERP insights to inform decisions
- Service Performance Analytics: Set and monitor service performance metrics within the ERP, utilizing data to drive strategic improvements in customer service & delivery operations
Requirements:
- Master's degree in engineering or business school
- Required 15 years minimum of experience
- Experience in customer service, in commercial, supply chain, logistics
- Experience in consumer goods industry
- SAP Savy is a nice to have
- English is mandatory, French and Spanish appreciated but not mandatory
Pernod Ricard is committed to diversity and inclusion, and we are an equal opportunities employer. We offer a collaborative workplace, flexible working arrangements, and a comprehensive benefits package.
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