APAC Regional Functional Expert - Customer Service (Salesforce)

ROYAL CANIN ’s MISSION IS TO TRANSFORM EACH CAT AND DOGS HEALTH AND WELL-BEING BY PUSHING THE LIMITS OF NUTRITION AND KNOWLEDGE IN PARTNERSHIP WITH PET PROFESSIONALS.

The strategic ambition is to serve 50m pets, increase Customer NPS to over 70% and reduce 30% carbon footprint by 2030. These ambitions call for capabilities enabling sustainable omni channel growth, inventory turnover ratio improvement, real time analytics and visibility driven by data, channel expansion seamlessly integrated and confirmed customer satisfaction in line with the quality and passion we put in our products.

To enable OGSM 2030, a Business Transformation program called EOS was launched in 2023 to make a step change in a vast number of critical business process, supported by world class digital solutions and data. To create value, a dedicated organization was created to ensure quality, efficiency, governance, visibility, and transparency. This transformation is led from the top of the organization down to every unit.

This role is part of the EOS APAC Regional Deployment organization focused on Salesforce/Growth deployment and is directly responsible for the Customer Service functional area of expertise. The role will Leverage the existing deployment strategy and playbooks from the Pilot markets, working to ensure Fit for Purpose in APAC by working across the region and market Customer Service teams and with the CXO lead to ensure the optimal adoption of the Customer Service solutions and with strong alignment of businesses to the global Target Operating model.

This role is a critical enabler of the APAC Demand systems and processes transformation and will be a critical part of building new capabilities to deliver APAC's growth ambition for 2030 and beyond.

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What will be your key responsibilities?

• Lead and manage as a Functional Expert, the area of Customer Service across the Salesforce/Growth deployment project in APAC, in particular the delivery of a Fit for Purpose solution in APAC, building on the EU and Mexico pilot market deliverables and accounting for any APAC business critical builds

• Risk Management: Proactively identify and mitigate potential risks specific to the regional deployment relevant to Customer Service and work on contingency plans to address any unforeseen challenges.

• Communication and Collaboration: Serve as the primary point of contact for the APAC Customer Service community, building strong collaboration between all CS stakeholders, the Global COE and 3rd party teams.

• Implement the project in line with the strategies, principles, and standards on EOS to guide business transformation efforts across the organization, including partnering with the Target Operating Model work where required.

• Ensures that technology investments enhance business capabilities and execute on business objectives

• Works across business and technical teams to ensure technology investment decisions deliver on business needs.

• Process Mapping and Analysis: Work with regional CS stakeholders to map out current planning processes, identify inefficiencies, and opportunities for improvement with the new Salesforce tools.

• Requirements Gathering: Collaborate with regional CS users to define APAC requirements for the Salesforce implementation, ensuring it aligns with regional needs. Translate requirements into user stories which will be used to create Solution Design Document.

• Change Management: Partner with Systems Integration providers to ensure high quality implementation and adoption, leading the work through the CS community

• Testing and User Acceptance Testing (UAT): Lead system testing and UAT in Functional Expertise area to identify and address any regional-specific issues with the Salesforce configuration.

• Configuration and Customization: Work with the project team to configure the Salesforce platform to meet APAC’s specific Customer Service processes and workflows. This might involve defining regional parameters, data mapping, and report customization.

• Regional Training Delivery: Partner with CXO to develop and deliver training materials and sessions tailored to the needs of the Customer Service users. This could involve hands-on training on Salesforce functionalities and best practices.

• Data Migration and Cleansing: Collaborate with the data migration team to ensure accurate and clean regional data is migrated to the new Salesforce system and MDG processes.

• End-User Support: Provide ongoing support to regional users after go-live, addressing their questions and troubleshooting any system issues within the regional context.

• Process Optimization: Continuously monitor and analyze regional planning processes using the new Salesforce system. Identify opportunities for further optimization and work with the project team to implement improvements.

• Knowledge Sharing: Document and share best practices learned during the implementation with other regions or departments for future reference.

What are we looking for?

• Minimum five years of experience in Customer Service, ideally with  business transformation and/or software implementation project experience

• Deep knowledge of Customer Service processes

• Demonstrated experience in writing requirements

• High interest in business transformation experiences

• Ability to understand business functionality and translate it into application requirements

• Ability to create compelling business cases with accurate cost and effort estimations

• Excellent understanding of business complexity and project interdependencies

• Intellectual curiosity and the ability to question thought partners across functional areas

• Strong written and verbal communication skills

• Ability to troubleshoot problems that may arise in work products

• Ability to partner with multiple stakeholders and influence project decisions

• Strong understanding of basic system engineering, object-oriented design, information risk and security guidelines, and architecture standards

• Ideally experience on Salesforce Customer Service capability or similar platforms in previous roles

What Can You Expect from Mars?

• Work with over 140,000 diverse and talented Associates, all guided by the Five Principles.

• Join a purpose driven company, where we’re striving to build the world we want tomorrow, today.

• Best-in-class learning and development support from day one, including access to our in-house Mars University.

• An industry competitive salary and benefits package, including company bonus

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