Organisation: A well reputed Global Organisation in Manufacturing sector.
It is a work from office job, 5 days working.
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 job responsibilities:
- O2C Rulebook Ownership & Governance
- CX & NPS Governance (Insight-to-Action)
- Digital Product Ownership (Supply-Chain Lens)
- Delivery, Plant Determination & SLA Rules
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 like 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.
Contact: Tulika, 9560508928
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