CRM/Customer Experience Technologies Lead
- Employer
- Rio Tinto
- Location
- Singapore, Singapore
- Salary
- Competitive
- Posted
- Dec 31, 2020
- Closes
- Jan 27, 2021
- Ref
- 103273847
- Category
- Marketing & Commercial
- Work Term
- Permanent
- Work Load
- Full Time
- Language
- English
CRM/Customer Experience Technologies Lead
Our new Commercial Services & Digital team will streamline and guide how we invest in and harness technology for Commercial. This team will modernise and digitise our manual processes, addressing pain points for employees and focus on initiatives for improving customer experiences. We see Commercial Services as the engine room with their focus on post deal tasks such as invoicing, trade finance, shipping and laytime. Commercial Services & Digital is a unique opportunity to bring digital closer to the business, to create more synergies between teams and bring together business improvements to achieve business excellence.
We are looking for a CRM/Customer Experience Technologies Lead to join the Commercial Services & Digital team and lead our customer E2E experience. He/She will implement and maintain systems that enhances customer relationships through mapping out of various customer journeys thereby maximising commercial opportunities. This is both a strategic and hands on leadership role requiring experience around voice of customer development, process analysis, business process mapping, system implementation and management of process improvement, including defining and measuring our improvement and success.
This role is a great opportunity for someone who is passionate in customer experience and interested in an opportunity to drive a pioneering experience across the commercial business. Reporting to the General Manager Commercial Services & Digital, you will be:
To succeed in this role, you will have:
It will also be beneficial if you have:
The Commercial group is focused on maximising the value of our products; growing value in the marketplace through partnership with the company's customers, suppliers, product groups and Group functions. Headquartered in Singapore, and integrated with Rio Tinto's assets, hubs, and offices globally, Commercial's purpose is to provide the commercial insights to drive value along the mine-to-market value chain. Commercial incorporates and utilises the knowledge and capabilities of the global Sales & Marketing, Procurement, and Marine & Logistics organisations, supported by the Market Analysis, Commercial Treasury and other functions, to ensure our approach to business is driven by a commercially-astute and innovative mind-set.
The Commercial group came under the leadership of the newly appointed chief commercial officer on 1 January 2018.
About us
As pioneers in mining and metals, we produce materials essential to human progress.
Our long history is filled with firsts. We've developed some of the world's largest and best quality mines and operations, and our people work in around 35 countries across six continents. Aluminium and copper, diamonds, gold and industrial minerals, iron ore, coal and uranium: our materials make up the world around us. You will find them in smartphones, planes, cars, hospitals and throughout your home.
Creating an inclusive and diverse workforce
We are a diverse team of talented, enthusiastic individuals who foster a culture of inclusion. No matter how they may differ, our people share one thing in common. It's a belief that work is more rewarding when we are accepted and valued for our differences, not judged by them. We all have something to contribute, and it's this contribution that makes for a great organization and fulfilling career.
Application Deadline: 31st Jan 2021
Please note, in order to be considered for a role you must complete all pre-screening questions.
"Rio Tinto reserves the right to remove job postings prior to the stated closing date, therefore, if you are interested in applying for this vacancy please submit your application as soon as possible."
- Opportunity to partake in a new digital journey
- Leading our E2E customer experience through the digital journey
- Drive customer experience consistency and quality throughout the business
- Based in Singapore, global commercial hub for Rio Tinto
Our new Commercial Services & Digital team will streamline and guide how we invest in and harness technology for Commercial. This team will modernise and digitise our manual processes, addressing pain points for employees and focus on initiatives for improving customer experiences. We see Commercial Services as the engine room with their focus on post deal tasks such as invoicing, trade finance, shipping and laytime. Commercial Services & Digital is a unique opportunity to bring digital closer to the business, to create more synergies between teams and bring together business improvements to achieve business excellence.
We are looking for a CRM/Customer Experience Technologies Lead to join the Commercial Services & Digital team and lead our customer E2E experience. He/She will implement and maintain systems that enhances customer relationships through mapping out of various customer journeys thereby maximising commercial opportunities. This is both a strategic and hands on leadership role requiring experience around voice of customer development, process analysis, business process mapping, system implementation and management of process improvement, including defining and measuring our improvement and success.
This role is a great opportunity for someone who is passionate in customer experience and interested in an opportunity to drive a pioneering experience across the commercial business. Reporting to the General Manager Commercial Services & Digital, you will be:
- Own the definition of the vision and roadmap for the Customer Experience portfolio of products/systems (including CRM, B2B platform, Sales channels etc) across the Commercial Group
- Define strategic view of our customer experience, prioritize and execute on the technology roadmap
- Serve as a key liaison between IT and business units to ensure that systems and business processes are aligned on the customer experience
- Key contributor in developing strategies to significantly improve customer satisfaction and loyalty
- Execute ways to improve the customer experience across every interaction and through every stage of the customer lifecycle.
- Build and lead an all-star multidisciplinary team to fulfil the vision
- Collaborate with multidisciplinary teams across different business units to drive consistent customer quality experience and improve customer experience
- Work closely with cross-functional stakeholders to converge and align on recommendations and prioritisation of the product backlogs
- Drive change and consensus, present to senior leaders across the Commercial Group
- Challenge conventional thinking and champion customer/user centric design approaches to deliver digital products/solutions
- Establish KPIs/metrics to mesure ("what success looks like") and track progress via delivery of MVPs (minimum viable products) and multiple releases from a prioritised product backlog
- Champion the AGILE transformation/culture change across Commercial, providing guidance and coaching where necessary
- Utilise ('start-up") innovation approaches, capabilities and partnerships to enable ongoing continuous improvements and delivery of value.
- Act as a change agent and thought leader by capturing and sharing customer experience best practices across the organisation
To succeed in this role, you will have:
- Bachelor degree in Business/ Engineering/Technology/Computer Science or equivalent
- At least 12 years of relevant experience, with progressive responsibilities throughout your career commensurate with the scope and size of this role
- Experience in managing Customer Experience or CRM implementation
- Develop customer experience technology roadmaps and priorities
- Understanding of end to end customer interactions from Prospect to Customers to Support to Renewal Upsell
- Deep understanding of technology (e.g. CRM, B2B/B2C Sales Platform) and best practices for how to deliver an outstanding Customer Experience
- Experience with tools and reporting to measure and evaluate Customer Experience
- Able to lead large programs/projects that affects company's long-term goals and objectives
- Start-up mentality with track record of launching and scaling digital products in a corporate environment
- Have experience and knowledge of design thinking and understanding of customer journeys
- Have understanding of the end-to-end contact/customer to cash process or the trade deal life cycle
- Experience in working globally across diverse cultures
- Ability to present, communicate and influence effectively with stakeholders at all levels
- Ability to influence decisions and gain consensus across different lines of business, particularly in the case of competing interests and priorities
- Strong leadership, influencing and management experience
- Strong business acumen with strong IT exposure
- Adaptable to a high change environment, passionate about customer success
It will also be beneficial if you have:
- Prior working experience in a consulting firm focusing on CRM
- Experience in commodities industry
- Experience in agile project delivery
The Commercial group is focused on maximising the value of our products; growing value in the marketplace through partnership with the company's customers, suppliers, product groups and Group functions. Headquartered in Singapore, and integrated with Rio Tinto's assets, hubs, and offices globally, Commercial's purpose is to provide the commercial insights to drive value along the mine-to-market value chain. Commercial incorporates and utilises the knowledge and capabilities of the global Sales & Marketing, Procurement, and Marine & Logistics organisations, supported by the Market Analysis, Commercial Treasury and other functions, to ensure our approach to business is driven by a commercially-astute and innovative mind-set.
The Commercial group came under the leadership of the newly appointed chief commercial officer on 1 January 2018.
About us
As pioneers in mining and metals, we produce materials essential to human progress.
Our long history is filled with firsts. We've developed some of the world's largest and best quality mines and operations, and our people work in around 35 countries across six continents. Aluminium and copper, diamonds, gold and industrial minerals, iron ore, coal and uranium: our materials make up the world around us. You will find them in smartphones, planes, cars, hospitals and throughout your home.
Creating an inclusive and diverse workforce
We are a diverse team of talented, enthusiastic individuals who foster a culture of inclusion. No matter how they may differ, our people share one thing in common. It's a belief that work is more rewarding when we are accepted and valued for our differences, not judged by them. We all have something to contribute, and it's this contribution that makes for a great organization and fulfilling career.
Application Deadline: 31st Jan 2021
Please note, in order to be considered for a role you must complete all pre-screening questions.
"Rio Tinto reserves the right to remove job postings prior to the stated closing date, therefore, if you are interested in applying for this vacancy please submit your application as soon as possible."