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Job Description
Structured overview of role & requirementsAbout This Role
Own the end-to-end technology strategy for Customer Care and OTC processes, aligning with enterprise architecture and product roadmap.
Lead vendor assessment, selection, and management for Customer Care platforms and technologies to ensure design quality and cost control.
Drive global solution design and delivery with hands-on SAP OTC process expertise, supporting large-scale transformation and operational excellence.
Minimum Requirements
17+ years in Customer Care/Customer Service/OTC within FMCG, including 5+ years in strategic roles.
Strong hands-on SAP design experience (19+ years) across OTC processes including configuration, data structures, and integrations.
Experience in AI-enabled service capabilities and process mining tools like Celonis.
University degree in Business, Information Systems, Supply Chain, Engineering, or related field.
Ideal Candidate Profile
Experienced in shaping scalable product solutions combining strategic vision with hands-on delivery in complex global environments.
Proven ability to translate business needs into functional and technical specifications, with strong cross-functional collaboration.
Skilled in managing vendor relationships and optimizing Total Cost of Ownership for technology landscapes.