SUMMARY
The Global Account Operations Manager (GAOM) is a key role within the management of our top customers. The GAOM is in general responsible to manage the end-to-end relationship with the customer from an operational point of view. This includes amongst other things, to set up new customers, to ensure Service Level Agreements are met, to manage large escalations and to solve complex issues, to translate the needs of the customer into an operational plan, to strive for continuous efficiency improvements, and to hold Business Reviews with the customer where needed. This applies to all business from the customer (direct & indirect, End use & OEM business, transactional and contractual business, all PLs).
This role will be specifically focused on managing the Returns process for the BMW account. BMW is a very large and complex account where, at the end of the lease term, all assets need to be returned. As GAOM, you will be worldwide end-to-end responsible to ensure that the returns process is well managed and executed.
The GAOM works closely together with the operational teams in Sales Operations, Supply Chain and Customer Services, as well as Sales and country management. AOM is a full member of the account team.
RESPONSIBILITIES
Ownership of operational relationship with Global customer(s)
- Manages customer expectations through effective communication about HP order fulfillment capabilities and delivery performance
- Contributes to relationship building with the customer as trusted HP direct advisor
- Enables sales force to focus on revenue and margin related activities
- Coordinates HP Sales Operations strategies - aligns operational commitments of the different business unit sales teams
- Identifies opportunities for improving customer satisfaction and driving incremental business
- Reports back to customer on the delivered performance (operations reviews, periodic reporting)
- Manages senior level escalations
End-to-end management of the customer’s Returns process
- Participate in customer calls, internal account calls, stakeholder/partner calls as the expert on the returns process
- Be the contact person for all customer questions/issues
- Escalation point with partners and leasing company
- First contact for all Returns specialists in the regions (support with customer escalations, processes, special needs, etc)
Global Operations and Customer Management
- Develops and animates a virtual worldwide operations team thatEnsures global commitments to the customer are honoredActs as an account related escalation point for internal teams
- Develops clear action plans for operational teams and monitor performance
- Monitors account metrics and drives corrective actionsMeasures service levels, cost to serve, customer satisfactionUnderstands root causes when targets are missed and drives corrective actionIdentifies & recommends end to end process optimization opportunitiesManages change
- Prepare and Drive customer QBRs on all operational aspects.
QUALIFICATIONS
Knowledge and skills
- Solid understanding of HP capabilities and key commercial strategies
- Understanding of internal approval processes, contract requirements
- Understanding of key commercial strategies
- Excellent verbal and written communication skills
- Active listening skills
- Customer relationship management
- Executive presentations
- Negotiation and influencing skills
- Setting the right expectations
- Dealing with frustrated people
- Managing virtual teams
- Being accountable without direct responsibility
- Cross regional leadership
- Time management, ability to prioritize, ability to cope with workload peaks
- Trade-off between operational (short term) priorities and solution related (longer term) priorities
- Project management
- Lean 6 Sigma analysis
- Business acumen
- Ability to build effective rapport with sales and customers
Education and Experience
- Bachelor’s Degree, Master’s Degree preferred or equivalent experience
- 5 years or more experience in an operational role
- Project and/or Program Management experience preferably within an international environment
- Fluent in English and German. Both oral and in writing.
