GM, Customer& Process Excellence (GM-CPE)

Delhi Press; Delhi; On-site; CAD 60,000 - 100,000; Full time

Job summary

An established industry player in magazine publishing is seeking a detail-oriented process excellence professional. This role focuses on enhancing customer experiences and driving process improvements using methodologies like Lean Six Sigma. You'll collaborate with cross-functional teams to analyze feedback, implement strategies, and foster a culture of continuous improvement. If you're passionate about optimizing processes and delivering exceptional customer satisfaction, this opportunity is perfect for you!

Qualifications

• Proven track record in successful process improvement projects.
• Experience across different business functions.

Responsibilities

• Identify areas for improvement through process audits and data analysis.
• Design and implement process improvement initiatives.

Skills

Proficiency in process improvement methodologies (Lean, Six Sigma)

Data analysis and statistical tools (Excel, Minitab)

Excellent communication and interpersonal skills

Leadership and team-building abilities

Problem-solving and critical thinking skills

Change management expertise

Tools

Process mapping software (Visio)

Job description

Company:

Delhi Press

Location:

Delhi

Job Type:

Full time

About Company:

Delhi Press is the leading magazine publishing house in India, publishing popular titles like the Caravan, Grihshobha, Champak, Sarita, and Manohar Kahaniyan. Along with magazines, the publishing house manages multiple websites, digital assets, and on-ground events. We are seeking a detail-oriented process excellence professional to drive improvements across various processes within the organization, primarily focusing on enhancing subscriber and reader experience.

Job Description

The GM - Customer & Process Excellence will be responsible for developing and implementing strategies to deliver exceptional customer experiences across all touchpoints, analyzing feedback to identify improvement areas, and collaborating with cross-functional teams to maximize customer satisfaction and loyalty. Additionally, the role involves identifying, analyzing, and implementing process improvements using methodologies like Lean Six Sigma to optimize efficiency and performance, leading projects, and fostering a culture of continuous improvement.

Primary Responsibilities

• Identify areas for improvement through process audits, data analysis, observations, and feedback collection.
• Conduct detailed process mapping, gap analysis, and root cause analysis to address inefficiencies.
• Manage and monitor activities related to Quality Application & Continuous Improvement.
• Collaborate with cross-functional teams for successful project execution.
• Work with leadership to implement process improvements that enhance customer experience metrics.
• Ensure timely completion of process improvement projects.
• Coordinate communication and promote the process and its outcomes internally.

Key Requirements

Technical Skills:

• Proficiency in process improvement methodologies (Lean, Six Sigma, etc.)
• Data analysis and statistical tools (Excel, Minitab)
• Process mapping software (Visio)

Soft Skills:

• Excellent communication and interpersonal skills
• Leadership and team-building abilities
• Problem-solving and critical thinking skills
• Change management expertise

Experience:

• Proven track record in successful process improvement projects
• Experience across different business functions
• Ability to identify and prioritize improvement opportunities

Specific Responsibilities:

• Analyze current customer-impacting processes and identify areas for improvement
• Design and implement process improvement initiatives
• Develop and monitor KPIs
• Facilitate cross-functional teams to drive change
• Train and coach employees on process improvement methodologies
• Communicate project progress to senior leadership

How To Apply

Interested candidates should submit their resume and cover letter detailing their experience and qualifications to [e-mail]. Use the subject line: Application for Customer & Process Excellence Manager.