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Digital & Customer Service Manager - Industrial

Opportunity: Digital & Customer Service Manager - Industrial

Location: Bangalore, India

Summary of role:
  • To manage the roll out of the Digital proposition to target customers/sales offices and achieve the target KPIs (financial and non-financial targets) working with the relevant Business Teams and Global Teams
  • To facilitate the change management and the alignment of internal processes across the relevant divisions to adopt Digital Applications or Tools
  • To manage existing/on-going digital projects (eComm, WBA, CCE) and coordinating with teams to achieve the set targets
  • To manage, train and supervise Customer Service Desks (CSD) & Customer Care Teams (CCT) across key locations
  • To share and implement best practices on customer service; actively work towards automation of key customer service tasks 
Key Accountabilities:
  • Work with local project managers and businesses to roll out the Digital tools and applications in all target markets within target timeline
  • Work with the local businesses to achieve the target KPIs and achieve adoption levels of the various tools thus ensuring these tools are delivering the target proposition.
  • Facilitate the required change management and business process alignment. Facilitate the exchange of best practise.
  • Facilitate the development of key Digital marketing and E Commerce activities (by the business) and provide guidance, training and support for effective implementation and the use this new digital applications and tools to achieve target revenue and cost savings opportunities.
  • Monitor and report the key KPIs and suggest actions to the business for implementation to drive improvements.
  • Support and help on ad-hoc initiatives as assigned by the Digital Leadership Team.
Education, Qualifications and Experience:
  • Post Graduate/MBA from premier institute
  • IT systems implementation / project management experience
  • Strong oral and written communication skills in English
  • Good understanding of principles and execution of change management
  • Excellent appreciation of the Digital and digital technology
  • A good understanding of Digital marketing and Digital commerce
  • Proven ability to develop and maintain good working relationships at all level
  • Knowledge of Coats business model and structure
  • Understanding of the Coats selling process
  • Understanding of the Apparel and Footwear broader supply chain.