Senior Customer Service Operations Manager

Position: APAC Business Process Excellence & CRM Lead

Hierarchy Level: Senior

Functional Family: Sales

Sub Function: Process and Operational Excellence and Digital Solutions

Job Description

As the APAC Business Process Excellence & CRM Lead, you will drive the standardization and continuous improvement of the lead‑to‑cash process, encompassing both sales and customer service operations, alongside the effective adoption of Microsoft Dynamics CRM across the region.

In the initial 6–12 months, you will focus on diagnosing, standardizing, and streamlining customer service processes to eliminate fragmentation, reduce inefficiencies, and deliver a more consistent customer experience across the region. Acting as the bridge between global strategy and local execution, you will enhance service workflows, strengthen CRM utilization and data quality, and ensure consistent, efficient, and customer‑centric opera...