Title Manager Customer Excellence

The Customer Excellence Manager is responsible for overseeing various aspects related to customer data integrity, contract management, customer satisfaction metrics, and engagement initiatives. This role entails strong collaboration skills, strategic thinking, and a commitment to enhancing customer experiences. In terms of customer data integrity, the Manager will collaborate with regional teams to ensure the completeness and accuracy of customer and outlet master data. Implementing processes and best practices for data governance to maintain high data quality standards is crucial. Furthermore, ensuring that all customer contracts for the upcoming year are signed in accordance with the defined Delegation of Authority Guidelines (DAG) and monitoring contract timelines to ensure compliance are essential responsibilities. Regarding customer engagement, the Manager will lead the customer Net Promoter Score agenda from strategy definition to response capture. Collaboration with stakeholders to analyze feedback, identify trends, and develop actionable insights to enhance customer satisfaction is key. Defining the vision and guidelines for the Customer Engagement program, including customer selection, tiering, and engagement strategies, and overseeing the end-to-end execution based on established guidelines to foster deeper customer relationships are vital components of the role. In terms of customer centricity, the Manager will engage with relevant stakeholders across the organization to share insights, drive alignment, and implement customer experience improvement initiatives. Strategies will be devised to cultivate a culture of customer-centric teams, promote approaches that empower employees to prioritize customer needs, and foster collaboration between teams. Analyzing the effectiveness of customer growth and engagement strategies through various studies, utilizing data-driven insights to recommend enhancements, and developing reports and dashboards to track key customer metrics, NPS trends, and program outcomes are integral aspects of the role. The ideal candidate for this position should hold a Bachelor's degree in business administration, Marketing, or a related field, with a master's degree preferred. Proven experience in customer relationship management, customer success, or a related field is required. Strong project management skills, excellent communication and interpersonal abilities, analytical thinking, problem-solving skills, proficiency in Excel, experience in working collaboratively with cross-functional teams, managing complex projects, flexibility, strong organizational and time management skills, and familiarity with NPS methodology and customer engagement programs are highly desirable.,