H

Head of Ownership Solutions

Bangkok Thailand

a month ago


Years of Experience

10 - 18 years

Workplace Type

Hybrid

Seniority Type

Director

Industry

Management Consulting|Law Practice|Music|Construction


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Skills

SalesCustomer Service ManagementP&L ManagementStakeholder ManagementCustomer SatisfactionBusiness PlansConsumer InsightsBusiness Management Principles

Contact our TA to know more about the job

Neelam Yadav

Talent Advocate at WhiteCrow


Description

About our client

Our client is a leading global appliance company that has shaped living for the better for more than 100 years. They reinvent taste, care and wellbeing experiences for millions of people, always striving to be at the forefront of sustainability in society through their solutions and operations. Under their group of leading appliance brands, they sell approximately 60 million household products in more than 120 markets every year. They have employed 51000 people around the world.


Job description

Responsibilities:


  • Defines and implements Ownership Solutions strategy, creates awareness of consumer insights and expectations in the ownership journey and works to embark the rest of the organization on this change of mindset/culture.
  • Defines the framework of the ownership journey and sets the requirements for each phase in the journey:
  • Onboarding phases: delivery, installation, set up, first use
  • Ongoing use phases: ongoing use, maintenance, repair, replacement
  • Defines these requirements differentiating per brand, product, and price position in order to reflect our ambition in the market.
  • Sets these requirements both in order to create a best-in-class branded ownership experience for consumers/users and to drive conversion of sales of new products, accessories, consumables, and services.
  • Drives the “monetize/sales” mindset into the different functions.
  • Owns regional P&L for Ownership Solutions in matrix responsibility with sales areas for consumer direct channels (contact centers & Field Ops), product ranges Spares, Services (extended warranty, subscriptions, fixed price solutions etc). 
  • Leadership accountability of the annual business plans including monthly and quarterly P&L maintenance
  • Builds and updates a 3 to 5-year roadmap based on consumer insight, customer requirements, competitor mapping, technology mapping, and sound business management principles
  • Owns budget for a research plan in order to ensure the right understanding of consumer needs in each phase, having in mind the brand, product, and price position dimensions.
  • Collaborates and supports the work with the different functions in the region (PL, Design, Marketing, IT, Connectivity) to ensure the requirements in each phase of the ownership journey are translated into the design of the consumer experience at each touchpoint as well as managing the categories long and short-term growth and profitability.
  • Collaborates with other functions like Purchasing and Operations as needed to drive innovative solutions, cost-outs, and quality improvements
  • Designs the onboarding experience and plans the different interactions with the consumers in each phase of the onboarding
  • Defines the service levels of Consumer Service per brand, per product typology, and per price position. 
  • The “Repair” phase is a very important touchpoint with our consumers/users.
  • Owns and drives the Net Promotor Score metric
  • Stays informed of consumer experience trends, tools & competitors and uses research, insights, and business information to create new opportunities to improve the consumer experience while benchmarking best practices.
  • Participates actively in global projects to transfer best practices from and to APAC & MEA and contribute to overall company Ownership strategy and development
  • Supports Sales Areas and markets to ensure the successful activation of regional Ownership Solutions initiatives


Requirements:


  • Experience managing diverse, multicultural, and remote teams with a track record of talent development
  • 10+ years experience in customer experience with P&L management
  • Experience in working in matrix, complex environment with strong stakeholders and influencing skills
  • Strong, trustworthy business and people leader & team player – able to manage & influence positively diverse cross-functional teams across Asia Pacific & MEA and globally
  • Capable to embrace and drive change (proven change management skills).
  • Comfortable in a matrix organization, able to influence across different functions and across different levels within the organization
  • Lead, coach and develop own team of senior managers
  • Identify, lead and grow further talent within own organization
  • Lead with passion through creating and cascading vision, driving common goals alignment; and coaching through collaboration feedback, development planning and performance management
  • Foster a culture of Teams
  • Collaborate closely with other members of the BA leadership

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Contact our TA to know more about the job

Neelam Yadav

Talent Advocate at WhiteCrow


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