APAC Business Process Excellence & CRM Lead

Position: APAC Business Process Excellence & CRM Lead

Hierarchy Level: Senior

FunctionalFamily: Sales

Sub Function: Process and Operational Excellence and Digital Solutions

Job Description

As the APAC Business Process Excellence & CRM Lead, you will drive the standardization and continuous improvement of the lead-to-cash process, encompassing both sales and customer service operations, alongside the effective adoption of Microsoft Dynamics CRM across the region.

In the initial 6–12 months, you will focus on diagnosing, standardizing, and streamlining customer service processes to eliminate fragmentation, reduce in efficiencies, and deliver a more consistent customer experience across the region. Acting as the bridge between global strategy and local execution, you will enhance service workflows, strengthen CRM utilization and data quality, and ensure consistent, efficient, and customer-centric operations across multi-country teams.

Job Responsibilities:

• Align direction withthe Global Head of Business Transformation & Sales Excellence.
• Lead APAC-wide assessment and standardization of sales and customer service throughout the Lead-to-Cash processes
• Drive process harmonization, eliminate inefficiencies, and ensure consistent ways of working
• Adapt global customer service and CRM standards to local markets, partnering with regional stakeholders to drive adoption
• Serve as regional CRM SME, driving system adoption, issue resolution,and data governance
• Design and deliver scalable training, playbooks, and enablement programs across diverse markets
• Define, track, and improve key service KPIs (e.g., response time, resolution, CSAT) using data-driven insights
• Own end-to-end inquiry-to-order and fulfilment processes, leveraging data to optimize performance and ensure compliance
• Partner cross-functionally (Sales Ops, Customer Service, Supply Chain,IT etc.) to implement improvements and drive change
• Lead continuous improvement initiatives to ensure standardization, compliance, and sustainable results

Qualifications:

• Bachelor's degree in a relevant field or comparable specialised training
• 5-8 years of business process excellence experience, including recent focus on Microsoft Dynamics CRM and customer service/support workflows in a B2B environment
• Strong background in sales or customer service or commercial business process excellence, order management, and case management
• Proven track record in driving multiple global / regional process standardization and simplification initiatives simultaneously across multiple entities or regions
• Demonstrated ability to translate global strategies into practical,front-line execution
• Detail- and process-oriented, with the initiative to challenge existing processes and propose effective solutions addressing both regional and local needs
• Strong multitasking, stakeholder management and influencing skills across functions and geographies
• Thrives in fast-paced, matrixed multinational environments, collaborating effectively across global and regional teams within diverse cultural and commercial contexts.
• Strong experience with SAP required; S/4Hana and training programs experience is a plus
• Business‑fluent English with excellent communication, negotiation, and stakeholder management skills across all levels.
• Willing to travel due to business needs

ProfessionalCompetencies:

• Analytical skills
• Communication
• CRM
• Cultural Fit
• Execution
• Experience
• Initiative
• Process Optimization Knowledge
• Professional suitability
• Strategic thinking

CultureCompetencies:

• Become better everyday
• Break new ground
• Champion customers satisfaction
• Demonstrate ownership
• Trust and collaborate