Job Description

About the role:

Castrol is one of the sub-entity of C&P. Castrol’s purpose is To keep the world moving. At Castrol, we develop, manufacture, distribute and market lubricating oils, electric vehicle (EV) fluids, greases, metal-working fluids and provide service and maintenance offers to customers in the automotive, industrial, shipping, and oil exploration and production sectors across the globe.

We are looking for a Customer Excellence Manager (Aspac) to join us!

Key Accountabilities :

• Drive a customer-centric culture across the PU
• Define and own the Customer Service Agreement (CSA) and customer management framework for the market - taking into account customer requirements, benchmarking and external best practice
• Create a common framework and guardrails for how we reach customers and manage customer relationships
• Design of Customer interfaces and Experience across the customer journey
• Developing and documenting sales / business operational processes, best practice and tools to enable continuous improvement. (lead to contract, O2C, key account management planning, prospecting & pipeline management, complaint management)
• Own customer communications framework for the PU
• Using Customer Heartbeat results, LCF and other techniques (e.g. journey maps), work cross-functionally to define, deliver and evolve the customer experience
• Provides recommendation for Sales Incentive Plan recommendation linked to RTM strategy and customer offer deliverables
• Drive sales enablement
• Manage the GBS(and/or other suppliers) and cross-functional interfaces - roadmap for activity transition, SLAs for delivery, end to end process integrity

• Bachelors Degree Essential
• Minimum 5 years of experience - across sales, marketing and operations
• Minimum 5 years of experience in customer experience enhancement management
• Experience of working in a matrix organisation
• Operational experience of the O2C process desirable