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

Gurgaon/Gurugram

Manager - Digital CX & Customer Service Excellence - Order to Cash - Supply Chain Domain - Manufacturing 

Job Description for Manager - Digital CX & Customer Service Excellence - Order to Cash - Supply Chain Domain - Manufacturing  in Client of HR POTENTIAL SEARCH in  Gurgaon/Gurugram for (5-7) years of experience. Apply Now!