Manager - Customer Service Excellence - O2C - Manufacturing

About the Role: Our client, a leading manufacturing organization, is looking for a professional to drive Customer Experience and Customer Service Excellence across the Order-to-Cash (O2C) journey. The role will focus on enhancing customer satisfaction, strengthening governance, driving digital transformation, and improving service reliability through cross-functional collaboration. Key Responsibilities: - Drive Customer Experience, NPS, VOC, and Service Excellence programs. - Govern Order-to-Cash (O2C) processes, service levels, and operational performance. - Lead process improvement and digital transformation initiatives across customer service and supply chain functions. - Partner with Supply Chain, Logistics, Commercial, Finance, and IT teams to improve customer outcomes. - Drive KPI governance, analytics, dashboards, and continuous improvement programs. - Support ERP/SAP-enabled transformation and customer visibility initiatives. Candidate Profile: - Full Time 2 year MBA/PGDM from a reputed institute. - 8 - 14 years of experience in Customer Service, O2C, Supply Chain Excellence, Commercial Operations, or Transformation roles. - Strong exposure to Order Management, Customer Experience, Supply Chain Operations, and Process Excellence. - Experience with SAP/S4HANA and data-driven decision-making. - Excellent stakeholder management and cross-functional leadership skills. Preferred Industry Background: - Manufacturing, Automotive, FMCG, Consumer Durables, Industrial Products, Chemicals, Building Materials, or Supply Chain Consulting. Key Skills: - Customer Service Excellence, Customer Experience, O2C, Order Management, Supply Chain Excellence, Commercial Operations, SAP, S4HANA, Logistics, Process Excellence, Digital Transformation, NPS, VOC, Analytics. Contact: ML Yadav, 9310245408.