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Tier-1 brand, metro location, and visible generalist product/engineering title drive high applicant competition.
Requires FMCG OTC and SAP techno-functional expertise, making skills less transferable across industries.
Explicit 7+ years and mandatory SAP, techno-functional, Celonis and AI experience create rigorous screening filters.
Lead design and evolution of Customer Care product capabilities across OTC processes to improve service effectiveness and reduce friction.
Translate business needs into scalable workflows, functional and data requirements, and technology designs, especially with SAP OTC processes expertise.
Manage external vendors and internal partners to ensure fit-for-purpose delivery, continuous improvement, and alignment with strategic priorities.
7+ years experience in Customer Care / OTC in FMCG environments with focus on customer-facing and service-related OTC processes.
7+ years hands-on techno-functional solution design experience including product capabilities and integration requirements.
5+ years hands-on SAP design experience specifically for OTC processes with solution design support.
University degree in Business, Information Systems, Supply Chain, Engineering, or related field.
Experienced in large-scale process and technology transformations combining strategic thinking with hands-on delivery.
Strong familiarity with OTC master and transactional data to support product and workflow design, and operational analytics tools like Celonis.
Capability to incorporate AI-enabled service features into product requirements and workflows to enhance customer care solutions.