Regional Customer Experience Director– APAC Operations

Regional Customer Experience Director– APAC Operations

What we do

At Kenvue, we realize the extraordinary power of everyday care. Built on over a century of heritage and rooted in science, we’re the house of iconic brands - including NEUTROGENA®, AVEENO®, TYLENOL®, LISTERINE®, JOHNSON’S® and BAND-AID® that you already know and love. Science is our passion; care is our talent.

Who We Are

Our global team is ~ 22,000 brilliant people with a workplace culture where every voice matters, and every contribution is appreciated.  We are passionate about insights, innovation and committed to delivering the best products to our customers. With expertise and empathy, being a Kenvuer means having the power to impact millions of people every day. We put people first, care fiercely, earn trust with science and solve with courage – and have brilliant opportunities waiting for you! Join us in shaping our future–and yours. For more information, click here.

Role reports to:

Senior Director Deliver Lead Asia Pacific

Location:

Asia Pacific, South Korea, Seoul, Seoul

Work Location:

Hybrid

What you will do

This is a regional role within the Deliver Leadership team (part of the Operations/ Supply Chain group), responsible for initiating and supporting customer collaboration and customer service initiatives across Asia Pacific. The Customer Experience Director will work closely with the Singapore-based Deliver leadership team to steer customer engagement activities through the market supply Chain team.

This position will have great exposure to the APAC Kenvue Deliver and Operations Leadership Teams where they are expected to play an integral role in rolling out key customer Strategic initiatives in Operations. Close collaboration and contribution is required across our customer service, customer collaboration, IT and other global teams.

The role requires outside-in focus, strategic thinking, and ability to lead/ execute through others as well as an ability to operate from a big picture perspective to ensure alignment with the company’s priorities.

The position is a people manager role and will have team members in the APAC region supporting the deployment of customer initiatives.

Main responsibilities:

• Define and implement standards for Customer Service and Customer Collaboration in Asia Pacific ensuring alignment with global and regional policies.
• Working under the direction of the APAC Kenvue Deliver and Operations Leadership Team, define the standards and capabilities required in APAC to get to best-in-class Customer Collaboration, identifying gaps and needs of each market and the roadmap to enhance capabilities
• Define the guardrails for customer segmentation in Operations and support the implementation of the governance to ensure markets are living the guardrails
• Work with Commercial Excellence in defining the capabilities needed to support commercial priorities such as perfect store, service measurement for regional accounts, etc.
• Drive service reviews with regional customer/s as required by the business
• Support governance processes with our outsourced provider on operational KPIs and cost management for the Customer Service Hubs in APAC
• Responsible for process improvement, automation and digital initiatives to improve the Order Fulfillment Journey for customers
• Partner with the market customer service and customer collaboration teams to find solutions to improve customer experience.
• Stays up to date with the external environment on latest trends and technologies.
• Supports benchmarking activities to ensure the strategy is in line with industry standard
• Continuously seeks opportunities to improving our servicing to our customers

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