Senior Manager - Customer Experience

Work Your Magic with us!  

Ready to explore, break barriers, and discover more? We know you’ve got big plans – so do we! Our colleagues across the globe love innovating with science and technology to enrich people’s lives with our solutions in Healthcare, Life Science, and Electronics. Together, we dream big and are passionate about caring for our rich mix of people, customers, patients, and planet. That's why we are always looking for curious minds that see themselves imagining the unimaginable with us.  

Your Role:

The Senior Manager - Customer Excellence is responsible for overseeing the entire Order-to-Invoice process, ensuring operational excellence and continuous improvement within a global framework. This role demands deep expertise in SAP, particularly in the SD module, along with strong data analytics capabilities and proven people management skills. The incumbent will lead initiatives that optimize business processes, enhance systems efficiency, ensure compliance, and improve customer satisfaction. Leveraging technologies such as Robotic Process Automation (RPA) and Artificial Intelligence (AI), this leader will drive continuous improvement while maintaining high standards of operational compliance and audit readiness.

Key Responsibilities:

• Ensure Seamless Customer Experience:

  • Oversee a seamless B2B customer experience across the Order-to-Invoice process, ensuring timely, accurate, and efficient operations through effective leadership of customer service teams.

• Own the Order-to-Invoice End-to-End Process:

  • Manage the Order-to-Invoice process from order creation to invoicing, coordinating across functions such as Global Commercial Operations, Supply Chain, Finance, Trade Compliance, Legal, and IT.

  • Identify, prioritize, and execute improvement projects that enhance business value, with a focus on leveraging data insights to drive decisions.

• Data-Driven Process Improvement & Innovation:

  • Utilize data analytics to assess current workflows, identify areas for enhancement, and implement global best practices that improve operational efficiency.

  • Collaborate with IT to introduce automation, including RPA and AI solutions, to streamline the Order-to-Invoice process and enhance data-driven decision-making.

• Compliance & Audit Readiness:

  • Ensure all OTC processes adhere to internal policies, external regulations, and industry standards.

  • Maintain strong data integrity and compliance documentation to support internal and external audits.

  • Take proactive action based on audit findings, ensuring that corrective measures are implemented promptly.

• Cross-Functional Leadership & People Management:

  • Lead cross-functional teams including Subject Matter Experts (SMEs), Global Process Owners (GPOs), and Business Process Owners (BPOs) to maintain a high-performing OTC process.

  • Demonstrate strong people management skills by fostering a collaborative team environment, developing talent, and driving engagement across the customer service function.

  • Guide the implementation and optimization of SAP (SD module), SFDC, Tableau, and other enterprise systems, ensuring data integrity and system reliability.

• Performance Monitoring & Reporting:

  • Develop and maintain key performance indicators (KPIs) that provide actionable insights into the health of the OTC process, using data analytics to inform decision-making.

  • Create and utilize dashboards to track performance, generate reports for executive leadership, and support strategic decision-making.

  • Collaborate in Sales and Operations (S&OP) weekly reviews, aligning commercial, supply chain, and marketing teams to meet short-term revenue and operational targets.

• Process Documentation & Education:

  • Ensure all OTC-related processes are properly documented, maintained, and shared across the organization.

  • Lead knowledge-sharing initiatives and training programs, especially during periods of personnel transition, to ensure continuous organizational support for OTC processes.

• Executive Communication & Stakeholder Management:

  • Provide key insights and recommendations to executive leadership, based on strong data analysis, that align with Merck’s strategic and financial objectives.

  • Lead cross-functional reviews and collaborate with process leaders to optimize business performance, organizational design, and compliance.

Who You Are:

• Education:

  • Bachelor’s degree in Business, Operations, Finance, Science or a related field; MBA is preferred.

  • PMP certification is a plus.

• Experience:

  • 15+ years of progressive experience in Order-to-Cash, Commercial Operations, or Finance, covering areas such as order management, billing, dispute management, and revenue forecasting.

  • 10+ years in a global management role with full end-to-end process accountability, preferably with a background in SAP SD module implementation and optimization.

  • Proven ability to leverage data analytics for process improvement and decision-making.

  • Strong experience in managing compliance and successfully passing internal and external audits.

  • Demonstrated excellence in people management, leading diverse teams, and fostering a high-performance culture.

• Skills:

  • Expertise in SAP, particularly in the SD module, and working knowledge in other enterprise systems like SFDC,Tableau, PowerBI, and CRM tools.

  • Strong data analytics skills, with the ability to interpret complex data and use it to inform business decisions.

  • Deep knowledge of Process Excellence, LEAN principles, and global process optimization.

  • Exceptional organizational, time management, and leadership skills.

  • Ability to thrive in a fast-paced, complex, and dynamic environment.

What we offer: We are curious minds that come from a broad range of backgrounds, perspectives, and life experiences. We celebrate all dimensions of diversity and believe that it drives excellence and innovation, strengthening our ability to lead in science and technology. We are committed to creating access and opportunities for all to develop and grow at your own pace. Join us in building a culture of inclusion and belonging that impacts millions and empowers everyone to work their magic and champion human progress!
 
Apply now and become a part of our diverse team!