Commercial Excellence Manager Belgium

Main tasks and responsibilities

Commercial Excellence Leadership

•    Developing and implementing the regional Commercial Excellence strategy

•    Ensuring standardised, efficient and customer-focused end-to-end processes

•    Promoting operational excellence across sales, service and back-office functions

•    Supporting regional and global business transformation initiatives

•    Identifying opportunities for optimisation to improve customer satisfaction, productivity and profitability

Sales & Service Back-office Management

•    Overall responsibility for the management and further development of the sales and service back-office organisations

•    Ensuring the smooth day-to-day running of all administrative customer processes

•    Point of contact for escalations arising from administrative customer enquiries

•    Ensuring defined service levels and performance standards

•    Continuous improvement of the customer experience and customer satisfaction

Leadership and Organisational Development

•    Providing disciplinary and professional leadership to the regional back-office teams

•    Further development of staff, organisational structures and role models

•    Promoting a culture of personal responsibility, collaboration and continuous improvement

Process Excellence & Standardisation

•    Responsibility for harmonising and optimising end-to-end ComEx processes

•    Introduction of new processes, standards and best practices

•    Ensuring sustained compliance with defined process standards

CRM Governance & Commercial Platforms

•    Ensuring high data quality and data integrity

•    Defining and monitoring governance models, KPIs, roles and responsibilities

•    Promoting consistent and standardised use of the system

Field Service Transformation

•    Supporting the further development of modern service

•    Optimising collaboration between Service, Sales, Back Office and DACH BNL centralized Operations

•  Identifying opportunities for automation and efficiency improvements within the service process

Business Analytics & Performance Management

•    Development and management in line with regional KPI frameworks

•    Development and refinement of analyses, reports and management dashboards

•    Provision of data-driven decision-making support

•    Analysis of performance indicators and identification of specific improvement measures

Governance, Internal Controls & Compliance

•    Ensuring compliance with company policies, SOPs and regulatory requirements (quality, compliance and regulatory standards)

•    Responsibility for the regional implementation of CSA (Control Self-Assessment) and COSO requirements

•    Supporting internal and external audits

•    Ensuring the implementation of audit findings and CAPA measures

•    Promoting a culture of compliance, transparency and accountability

•    Ensuring audit readiness within the commercial organisation

Change Management & Organisational Development

•    Leading regional transformation and change initiatives

•    Promoting sustainable organisational change

•    Ensuring the successful implementation of global programmes and standards

Tasks and responsibilities within the quality system

Integrate quality into all aspects of the work by adhering to all quality requirements.

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