Global Process Owner (GPO) Customer Care

Experience: Minimum 10 to 15 years of experience in the Customer Care field and/ or in customer facing roles within Industrial Merchants, including a significant part spent on large-scale process transformation projects. Experience in matrix organizations and with global service operations and/or omnichannel engagement.

Business Expertise: Advanced mastery of process management methodologies (BPM, Lean, Six Sigma, Design Thinking), associated technological tools (CRM, Artificial Intelligence / Chatbot, Self-service) and customer service platforms (e.g. Zendesk, Salesforce Service Cloud, Google CES,...).

Influential Leadership: Ability to convince various stakeholders (Subsidiary Directors, field teams) without a direct hierarchical link.Influence without authority.Operational/Strategic Duality: Ability to "dive into technical details" while maintaining a macro and strategic vision.Critical Thinking: Ability to challenge established organizations with benevolence and determination.

Executive-level written and oral communication in both English and Chinese Mandarin