What's the Role?
As the Global Process Manager for Customer Experience/O2P & Reporting, you will play a pivotal role in driving operational excellence across our global logistics community. You will be responsible for owning, optimizing, and continuously improving the end-to-end customer experience journey from order placement to payment, ensuring a seamless and superior experience for our customers. You will collaborate with cross-functional teams to enhance operational efficiency, support SAP ByDesign and lead SAP S4HANA Cloud implementations, and champion innovation within logistics and customer experience processes.
Who is Hilti?
Hilti is where innovation is improving productivity, safety and sustainability in the global construction industry, and beyond. Where strong customer relationships are creating solutions that build a better future. Where there is pride and a sense of belonging across our 120 locations, carrying right into our lives and homes. Where people are exploring possibilities, leveraging their potential, owning their personal development and growing lasting careers.
Made Real at Hilti
What does the role involve?
As the Global Process Manager for Customer Experience/O2P & Reporting, your core responsibilities will include:
- Leading focus projects focused on Order to Pay Journey with multinational teams, managing pilot tests, organizing tasks, and ensuring timely delivery.
- Developing and maintaining necessary PowerBI reports, ensuring functionality, and collaborating with relevant partners for remediation when needed.
- Training new users on the functional areas of SAP ERP implementations, specifically SAP S4HANA Cloud.
- Collaborating with the Hilti IT department to define requirements, review results, and propose optimizations.
- Aligning regularly with Hilti Logistics headquarters to synchronize projects and ensure alignment with global guidelines.
- Champion customer experience by partnering with IT, digital, and product management teams to develop and sustain innovative services and strategies that engage customers.
- Design and implement new omni-channel solutions, driving them from planning to execution.
- Drive marketing and communication strategies for Customer Experience/O2P & Reporting.
- Develop capabilities to track logistics service performance through standards, processes, and KPIs.
- Manage the Customer Experience/O2P & Reporting performance monitoring process.
- Process Ownership: Lead process improvement initiatives across Order Management, Order to Pay (O2P), and Reporting, ensuring efficiency, effectiveness, and cost-effectiveness.
- Order Management & O2P Journey: Oversee the smooth flow of orders, identify bottlenecks, and implement best practices to streamline order processing and payment collection.
- Customer Experience: Develop initiatives to improve customer satisfaction, proactively addressing pain points, and implementing customer-centric processes.
- Communication & Collaboration: Effectively communicate process improvements and initiatives, collaborating with internal and external stakeholders, and training team members on new processes.
- Develop and drive global strategies for O2P and Logistics Services.
- Define and manage the global roadmap for O2P and Logistics Services implementation, prioritizing initiatives based on customer and business impact.
- Champion global initiatives, driving development, deployment, and acting as Project Manager.
- Lead cross-functional teams to support the Customer Experience journey and ensure operational excellence.
- Engage with stakeholders at global, regional, and local levels to ensure effective communication and process flow.
According to 86% of our employees, teamwork and respectful interaction with one another is a fundamental part of our corporate culture.
What do we offer?
Show us what you’re made of and we’ll offer you opportunities to move around the business – to work abroad, experience different job functions and tackle different markets. It’s a great way to find the right match for your ambitions and achieve the exciting career you’re after.
Year upon year we are recognised as one of the top 'Great Place to Work' employers, both globally and locally. And when you meet us you'll understand why. We have a diverse team of people with a variety of nationalities, backgrounds and experiences. Success at Hilti is down to teamwork and ability, no matter where you’re from.
What you need is
- 3 to 5 years’ experience in logistics, reporting, or both.
- Experience in projects management.
- Advanced knowledge of PowerBI tools, Excel, ability to manage logical functions and analytics.
- The ability to present (including power point) and high-level communications skills.
- Proven relationship management and public speaking.
- Good organizational skills, especially in organizing and conducting meetings in an effective way.
- Successful experience in working to deadlines.
- Knowledge of Sap ByD.
- Ability to thrive in a fast-paced, deadline-driven environment.
- Availability to travel, more frequently in the lead up and go-live of projects.
Why should you apply?
We believe that your professional fulfillment and the growth of our business go hand in hand, which is why we will provide you with everything you need to succeed in your role. You will benefit from an adapted integration process, individual coaching to help you progress in your career, as well as development opportunities within the company.
We look forward to receiving your application!
