Job Description

The APAC Customer Care and Supply Chain Team is handling the end-to-end operations (customer order Procurement, Planning, Inventory, Warehousing, Logistic, Quality and Customer Order & Fulfilment) for Smith & Nephew in Asia Pacific (India, Greater China, Japan, ANZ, ASEAN & South Korea) supporting a $1.2B+

APAC Smith&Nephew is seeking a Director of Customer Care responsible for the Customer Service activities for all Order-to-Cash activities across the APAC region and ensure the highest customer service levels. Lead and develop the regional Customer Service teams and support the Country/Cluster operations with the respective Supply Chain Ops Directors.

The APAC Customer Care Director will report directly to the VP, Global Customer Care and regionally to the VP, APAC Supply Chain Operations.

Responsibilities:

• Lead with the respective Supply Chain Director a team spread across multiple geographies in APAC (India, China, ANZ, Korea, Greater China, and Japan) to achieve business objectives.
• Build, socialize, and implement a clear strategic roadmap, consistent with Global OTC transformational objective, for APAC Customer Service to include structural and organizational transformation, ensuring geographical considerations and in-market specialties are understood and accounted for and make certain that it is driven by clear market intelligence and understanding
• Raise the profile of the Customer Service function at a regional and global level, whilst generating a clear understanding of transformation at a senior level; define what success looks like through recognized subject matter expertise
• Develop, drive, direct and implement customer service programs in order to provide outstanding or "best in class" service, through people, processes, technology, team member understanding and management
• Develop peer network to successfully drive organizational change whilst pioneering the sharing of "standard process" in Customer Service across the region, promoting and identifying behaviors, processes, and initiatives whilst maintaining and improving functional performance
• Drive improvement in Customer Experience across the region, through deep understanding of external and internal customer journeys and of impacting technology whilst developing standards for measurement of internal and external Customer Satisfaction
• Ensure compliance with quality and regulatory requirements impacting the Customer

Service function

• To always act in a responsible manner to avoid risk to self or to the company and comply with the workplace safety and health and security policy.
• Any other duties involved within the role and/or the tasks as assigned from time to time.

Education:

• Bachelor's degree or equivalent and proven job-related experience. Advanced degree is strongly preferred

Experience:

• Proven Experience With a minimum of 10 years' experience in a Senior Customer Service or

Operational Leadership position

• Experience of leadership role in global and matrixed organization
• Demonstrated experience in driving global change management programs
• Demonstrated strong commitment to customer satisfaction & quality service with a sense of urgency.
• Healthcare background preferred
• Experienced Project leader with developed strategic capability
• Fluent English

Competences:

• Strong networker; comfortable presenting new insights at a senior level
• People and Performance Management, Communication, Teamwork, Organisation and thought leadership
• Skills and experience in the creation and delivery of complex regional projects and initiatives
• Excellent analytical skills with the ability to communicate with employee and customers at all levels (including Senior executive level)
• Ability to motivate cross functional teams to achieve business goals

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.