Manager, Regional Customer Engagement - Singapore - BASF South East Asia Pte. Ltd.

BASF South East Asia Pte. Ltd.

Verified Company

Singapore

1 week ago

Posted by:

Wei Jie

beBee Recruiter

Description

Objectives

Increase Customer Satisfaction, loyalty, and advocacy through the implementation of the Regional Customer Intimacy and Customer Experience Programs
Design and improve Customer experience, through strategies that strengthen Region's share of wallet and competitive market position in the Strategic Business Unit's (SBU) Structure and Market Segments.
Integrate people, performance, processes, and technologies across functional silos to ensure solution focus and deliverables remain on sustainable improvements to the Customers experience.
Support a culture to cocreate and grow opportunities for Region's Customers towards their success challenging mindset, moving from transactional focus to competitive Customer experience differentiation.

Responsibilities

Promote cultural elements to accelerate Customer Engagement mindset

Strengthen the Customer Experience Program across the Region focusing on:
map and develop multi-level relationships

- educate sales and introduce effective Customer experience relationship drivers
- engage sales, technical, supply-chain colleagues to co-create solutions and design differentiated experiences and services

Implement Customer journey mapping and introduce common language to regional colleagues to design the desired Customer experience involving relevant stakeholders in the valuechain
Introduce employee pulsecheck to measure awareness of Customer experience management as a competitive differentiating driver in support of mindset change programs on enhancing personal ownership and engagement
Advocate changes in the ways of working and cross functionally collaborate with teams to implement a change for the improvement of overall Customer experience

Track Customer metrics, behaviours, and drive accountability

Leverage existing and additional relevant technologies and enrich usage from integrating relevant sales, new market, project and strategy, SBU, operations and supplychain services information
Increase tracking for interaction with Customers with accountability to sustainably resolve performance issues and promote Customer relationship insights (behaviours, drivers, interests)
Establish a twoway stream with Customer facing teams through collecting feedback from Customer facing teams to derive meaningful insights for improvements and guiding teams to ensure a Customercentric attitude while acquiring new Customers or dealing with existing Customers, especially guiding the marketing, branding and sales teams to align with the larger Customer Experience Strategy.

Establish metrics for defining the Customer experience:

Expand share of wallet program to identify

- size of wallet
- allocation of wallet
- competitive positioning
- qualitative measure of Customer loyalty

Customer experience drivers to increase allocation of wallet
Measure and track delivery ROI on identified transformation opportunities for Customer experience along with driving continuous process improvement culture across Customer experience
Institute consequent actions from Customer surveys including complaints through a crossfunctional collaboration

Influence cross-functional agreement towards improving the Customer experience

Facilitate workshops enhance ownership, solution cocreation and Customer centric focus towards increased revenue generation capabilities
Guide development of Customer experience management communication packages to document best practices and position the business unit thought leadership on Customer experience management as BASF Operating Division's global best practice
Continually review & evolve

Requirements:

Minimum Degree in Marketing, Business, or related field
Experience in Customer service, sales, business development, solutionselling, supply chain services
Minimum 10 years' experience (stakeholder management is a must) in managing business complexity on regional level in complex and challenging environments across Asia
Good understanding of the products/services of relevant business segments and functions at subregional level
Strategic thinker with problem solving skills
Engagement skills: Senior Leadership
Detailed and service orientated
Metricsdriven marketing mind with an eye for creativity
Excellent organizational, project management and decisionmaking skills
Outstanding communication and interpersonal skills
Experience in Lean Six Sigma methodology is a plus
Good communication in English and Chinese language is preferred as the position is expected to engage with stakeholders in China
Willing to travel overseas (up to 25%)