Job Description:
Role: O2C Customer Excellence
Reports To: Vice President, Global Director
Experience Required: 8+ Years
Location: Gurgaon
Key Systems: SAP S/4HANA
Education: MBA (Mandatory)
About the Company:
Our client is a leading multinational manufacturing organization with a multi-decade legacy, ranked among the top 20 global players in its industry. Headquartered out of Gurugram, the organization operates manufacturing plants across India and Europe, sells its products in 100+ countries, and serves both OEM and Replacement/Aftermarket.
About the Role:
This is not a traditional Customer Service Manager, Customer Operations Manager, or Supply Planning role. The selected candidate will act as the custodian of the Order-to-Cash (O2C) Rulebook and Customer Experience Governance framework, driving standardization, compliance, digital enablement, and service excellence across the end-to-end O2C process. The role owns the rulebook end-to-end spanning customer segmentation, service entitlements, delivery and sourcing logic, order-change and cancellation policies, and returns/claims governance while also driving CX outcomes (NPS, CSAT, delivery reliability) and acting as the business owner for supporting digital platforms (SAP, OMS, CRM).
Key Responsibilities:
- Own and govern O2C business rules across the organization
- Define customer segmentation and differentiated service models
- Design prioritization logic and service entitlement frameworks
- Govern delivery and sourcing rules across the fulfillment network
- Define order change and cancellation policies
- Govern return and claims processes
- Drive CX, NPS, and service excellence initiatives
- Act as business owner for digital workflow improvements (SAP, OMS, CRM)
- Monitor compliance and continuously optimize rules based on performance outcomes
Candidate Profile:
- MBA required
- 8+ years of experience in O2C, Customer Experience, Digital/Process Governance, or related domains within a large manufacturing/FMCG/industrial organization
- Strong exposure to SAP S/4HANA
- Proven experience in policy/rulebook ownership, cross-functional governance, and digital enablement
- Strong stakeholder management skills, given the reporting line to VP/Global Director level
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