GBS/GCC Customer Experience Manager (APAC)

Key Responsibilities

Operational Excellence & Service Delivery

• Lead and oversee the Order Management and Customer Experience team across APAC, ensuring achievement of KPIs and service excellence standards.
• Ensure surgery cases are opened/booked timely, Customer Service teams record product usage accurately (correct part numbers and batch info), and orders are processed promptly.
• Oversee Material Planning functions, ensuring accurate demand forecasting, stock replenishment, and inventory readiness to support service levels.
• Ensure timely and accurate billing in line with purchase terms to minimize revenue leakage and invoicing delays.
• Coordinate with warehouse, logistics, and planning teams to ensure all top-ups, transfers, and replenishments are completed promptly post-surgery.
• Review and align safety stock levels, product lifecycle planning, and new product introductions to support commercial launches.

Demand, Supply & Inventory Management

• Lead and mentor Material Planners to ensure effective collaboration between Sales, Marketing, Manufacturing, and Vendors.
• Drive the S&OP (Sales & Operations Planning) process to align demand and supply plans regionally.
• Review and monitor each country’s forecast vs. actual usage, working with Product Managers and Demand Planners to improve forecast accuracy.
• Oversee the control and analysis of inventory to reduce obsolescence (E&O) while maintaining service continuity.
• Collaborate with Marketing and Sales on new product launches, rationalizations, and safety stock settings in SAP/SMS systems.
• Partner with regional and global supply chain teams to resolve supply constraints and communicate risks proactively.

Process Improvement & Digital Transformation

• Continuously improve customer service and material planning processes, emphasizing proactive communication, root-cause resolution, and data-driven decision-making.
• Promote and drive customer adoption of EDI, automation, and digital tools to achieve “Perfect Order” and supply visibility standards.
• Implement standardized planning and order management KPIs to drive performance consistency and efficiency across markets.
• Lead or participate in regional improvement initiatives focused on inventory accuracy, order lead time, and process automation.

Cross-Functional Collaboration

• Partner with in-market Customer Service, Commercial Operations, Marketing, Finance, QA/RA, and Supply Chain teams to ensure seamless order-to-delivery execution.
• Collaborate with Finance on payment collection, billing disputes, and working capital optimization.
• Work closely with Manufacturing and Regional Supply Chain to ensure balanced production planning and stock allocation.
• Coordinate with Warehouse and Distribution teams to maintain stock integrity, accurate documentation, and post-surgery replenishment.

Leadership & People Development

• Lead, develop, and motivate a diverse, high-performing team across Customer Experience and Material Planning functions.
• Foster a customer-first and results-oriented culture, emphasizing collaboration, accountability, and service excellence.
• Build talent pipelines through coaching, succession planning, and skills development across functions.
• Recognize and reward performance while encouraging continuous learning and process innovation.

Qualification & Requirements

Expected Areas of Competence (Knowledge, Skills, and Abilities)

• Leadership & Management: 8–10 years of progressive experience in Customer Service, Material Planning, or Commercial Operations, with at least 3–5 years in a people leadership role (regional experience preferred).
• Industry Knowledge: Experience in healthcare, medical devices, or pharmaceuticals preferred.
• Customer & Supply Focus:Ability to balance customer satisfaction with inventory and operational efficiency.
• Process Improvement: Skilled in Lean/Six Sigma and continuous improvement methods; experienced in driving EDI and ERP process automation.
• Analytical & Decision-Making Skills: Proficient in data analysis, KPI management, and problem-solving to support informed business decisions.
• Communication & Collaboration: Excellent interpersonal and cross-functional collaboration skills in a matrix organization.
• Cross-Cultural Competence: Ability to lead diverse teams and manage multiple markets across APAC.
• Stress Tolerance & Adaptability: Demonstrates calm, organized, and effective performance under time pressure or ambiguity.

Education and Experience Requirements

• Bachelor’s degree in business, Supply Chain, or related discipline; Master’s preferred.
• Minimum 8–10 years of experience in Customer Service, Order Management, Supply Chain, or Material Planning, with at least 3 years in a regional leadership role.
• Experience in regulated industries (Medical Devices / Pharmaceuticals) preferred.
• Strong system knowledge: SAP, Salesforce, EDI, or equivalent ERP tools.
• Proven ability to lead teams across countries and drive performance improvement through collaboration and innovation.

Travel Requirements

• Regional travel across APAC up to 20–30%, depending on business needs.

Key Performance Indicators (KPIs)

• Order Accuracy & Timeliness
• Billing Accuracy & Revenue Compliance
• Inventory Accuracy & E&O Reduction
• Forecast Accuracy & Service Level
• Payment Collection / DSO Improvement
• EDI Adoption & Automation Rate
• Customer Satisfaction (CSAT / NPS)
• Team Engagement & Retention

Others

• 5+ years of work experience with Business Process Outsourcing (BPO)
• 7+ years of work experience with Order to Cash

Benefits

No information available.