Customer Offer Manager - China

Job summary

Responsible for providing customer service support to ensure maximum customer satisfaction, providing a communicative link between our products/services and our customers, delivering continuous improvement in the standardization and consistency of customer service processes and executing the commercial plan through advanced understanding of the customer's needs and expectations.

Job Purpose

• Develop Castrol offer (an integrated view on product, brand, and service)
• Owns the development, delivery, maintenance and monitoring of the Customer Service Agreement framework for the PU Deliver assurance of Castrol offer delivery and performance tracking Continues improvement on current offer base on market and customer requirement Prepare for differentiated and innovative offer for new space (EV, Service, etc.)

• Lead the customer offer team in an agile approach to deliver the outstanding offer pack and CSA Work with sales and GSC team to improve customer satisfaction
• Provide insight and improvement ideas to make offer more competitive
• Understand customer needs and market trend on total offer with external focus
• Communicate with internal team, integrate and consolidate offer and document it
• Work with customer communication team and sales team to publish the details to customer and partners
• Track offer deliverable and business performance with help from digital team

• University degree essential and post graduate degree would be value added
• Previous operations experience, exposure to sales or related customer management activities
• Demonstrated business understanding and awareness of internal and external customer needs
• Customer relationship management - Mastery
• Internal functional navigation in support of customer - Mastery
• Delivers an effortless customer experience - Mastery
• Using operational tools to improve customer experience - Mastery
• Customer promise execution - Skillful