Customer Care Manager

Main duties

Identify and implement omnichannel customer care initiative be it tools, processes or operating model that can enhance efficiency and improve the customer experience across channels

Ensure the alignment between O2D global team and SAPMENA/China related to Customer Care

Regular alignment with Customer Care Program Director and Global & Local Commerce community

Regular exchange with Country Customer Care stakeholders to facilitate roadmaps, priorities and dependencies alignment

Arbitrate key decisions related to Customer Care design orientations and project management

Solve questions and arbitrage of Customer Care process in O2D

Submit arbitrations to the Zone Program Management Committee if needed.

Support & control the overall deployment of the new Customer Care O2D processes

Pilot implementation of O2D Customer Care processes in coordination with Readiness NEO Team and the countries

Support country/entities deployments progress

Contribute to all required change management actions for Customer Care in SAPMENA, in coordination with the NEO Head of Change Management and NEO Zone HR/Change Lead

Change agent for the zone O2D stakeholders

Manage the O2D organizational effectiveness in SAPMENA

Train and upskill the Order to cash community with the SAP HANA or any transformation system and process

Build a close community within the O2D team across the zone to encourage cross sharing and continuous upskilling