Customer Operations and Insights Manager

Syngenta Philippines, Inc.; Muntinlupa; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

Syngenta Philippines, Inc. is seeking a Customer Operations and Insights Manager to oversee all customer-facing operations, ensuring service excellence and driving loyalty across the sales and distribution network.

The role blends agricultural knowledge with strong operations and leadership to optimize processes, enhance efficiency, and foster lasting customer relationships in the seeds market.

Responsibilities

• Co-lead and manage the S&OP process to ensure alignment between demand and supply plans, financial and business objectives.
• Facilitate cross-functional collaboration between sales, marketing, P&S and finance teams to drive effective and efficient decision making.
• Monitor and adjust S&OP outputs to address market changes, operation constraints, and strategic priorities.
• Co-lead demand forecasting process by collaborating with sales, marketing, and P&S to ensure accurate and timely projections.
• Provide inputs to drive effective supply planning aligned with market demand, minimizing stockouts and excess inventory.
• Help ensure timely availability of products to meet demand.
• Implement robust trade inventory management processes to optimize stock levels, reduce waste and enhance efficiency.
• Oversee the entire order-to-delivery process for corn and rice seeds.
• Collaborate with finance/AR on billing and credit management processes.
• Optimize inventory management to ensure timely product availability.
• Implement and manage systems for efficient order processing and tracking.
• Collaborate with supply chain and logistics teams to ensure timely and accurate deliveries.
• Develop and implement a comprehensive customer service strategy aligned with overall business objectives.
• Set and maintain high standards for customer service across all touchpoints.
• Continuously improving customer service processes to enhance efficiency and effectiveness
• Collaborate with other departments to ensure a unified approach to customer experience.
• Develop and maintain a robust system for tracking and resolving customer complaints, propose escalation procedures for complex issues.
• Work closely with Quality Assurance team to help address and prevent product quality issues.
• Analyze customer feedback to identify recurring issues and drive improvements.
• Co-design and implement performance scorecards for distributors to track and evaluate their effectiveness.
• Co-develop incentives programs to recognize and reward high-performing distributors, fostering strong partnerships.
• Regularly review scorecard metrics and adjust as necessary to align with business goals.
• Oversee the implementation and utilization of various CRM systems.
• Ensure accurate and up-to-date customer data management.
• Leverage CRM data to provide insights into personalized customer interactions.
• Collaborate with Business Intelligence and Analysis Lead (BIAL), Sales and Marketing Leaders to enhance customer targeting and segmentation.
• Use customer feedback to improve service approaches/levels.
• Identify opportunities for processing automation and digital transformation in customer operations.
• Lead continuous improvement initiatives to enhance operational efficiency.
• Collaborate with Digital Solutions Manager (DSM) to implement and optimize customer service technologies.
• Stay informed about industry's best practices and emerging technologies in customer operations.

Job description

The Customer Operations and Insights Manager (COIM) is responsible for overseeing all aspects of customer-facing operations, ensuring excellence in service delivery, and driving customer satisfaction and loyalty. This role is crucial in bridging the gap between sales/marketing, P&S and distribution mediums, focusing on creating seamless customer experiences throughout the entire sales & operations process. This persona will combine deep agricultural knowledge with strong operational and leadership skills to optimize processes, drive efficiency, and foster lasting customer relationships in the competitive seeds market.

Sales & Operations Process Management

• Co-lead and manage the S&OP process to ensure alignment between demand and supply plans, financial and business objectives.
• Facilitate cross-functional collaboration between sales, marketing, P&S and finance teams to drive effective and efficient decision making.
• Monitor and adjust S&OP outputs to address market changes, operation constraints, and strategic priorities.

Demand, Supply and Inventory Management

• Co-lead demand forecasting process by collaborating with sales, marketing, and P&S to ensure accurate and timely projections.
• Provide inputs to drive effective supply planning aligned with market demand, minimizing stockouts and excess inventory.
• Help ensure timely availability of products to meet demand.
• Implement robust trade inventory management processes to optimize stock levels, reduce waste and enhance efficiency.

Order Management and Fulfillment

• Oversee the entire order-to-delivery process for corn and rice seeds.
• Collaborate with finance/AR on billing and credit management processes.
• Optimize inventory management to ensure timely product availability.
• Implement and manage systems for efficient order processing and tracking.
• Collaborate with supply chain and logistics teams to ensure timely and accurate deliveries.

Customer Service Excellence

• Develop and implement a comprehensive customer service strategy aligned with overall business objectives.
• Set and maintain high standards for customer service across all touchpoints.
• Continuously improving customer service processes to enhance efficiency and effectiveness
• Collaborate with other departments to ensure a unified approach to customer experience.
• Develop and maintain a robust system for tracking and resolving customer complaints, propose escalation procedures for complex issues.
• Work closely with Quality Assurance team to help address and prevent product quality issues.
• Analyze customer feedback to identify recurring issues and drive improvements.

Distributor Scorecard and Rewards Management

• Co-design and implement performance scorecards for distributors to track and evaluate their effectiveness.
• Co-develop incentives programs to recognize and reward high-performing distributors, fostering strong partnerships.
• Regularly review scorecard metrics and adjust as necessary to align with business goals.

Customer Relationship Management (CRM)

• Oversee the implementation and utilization of various CRM systems.
• Ensure accurate and up-to-date customer data management.
• Leverage CRM data to provide insights into personalized customer interactions.
• Collaborate with Business Intelligence and Analysis Lead (BIAL), Sales and Marketing Leaders to enhance customer targeting and segmentation.
• Use customer feedback to improve service approaches/levels.

Process Improvement and Innovation

• Identify opportunities for processing automation and digital transformation in customer operations.
• Lead continuous improvement initiatives to enhance operational efficiency.
• Collaborate with Digital Solutions Manager (DSM) to implement and optimize customer service technologies.
• Stay informed about industry's best practices and emerging technologies in customer operations