Customer Operations and Insights Manager

Job description

The Customer Operations and Insights Manager (COIM) is responsible for overseeing all aspects of customer-facing operations, ensuring excellence in service delivery, and driving customer satisfaction and loyalty. This role is crucial in bridging the gap between sales/marketing, P&S and distribution mediums, focusing on creating seamless customer experiences throughout the entire sales & operations process. This persona will combine deep agricultural knowledge with strong operational and leadership skills to optimize processes, drive efficiency, and foster lasting customer relationships in the competitive seeds market. Sales & Operations Process Management Co-lead and manage the S&OP process to ensure alignment between demand and supply plans, financial and business objectives. Facilitate cross-functional collaboration between sales, marketing, P&S and finance teams to drive effective and efficient decision making. Monitor and adjust S&OP outputs to address market changes, operation constraints, and strategic priorities. Demand, Supply and Inventory Management Co-lead demand forecasting process by collaborating with sales, marketing, and P&S to ensure accurate and timely projections. Provide inputs to drive effective supply planning aligned with market demand, minimizing stockouts and excess inventory. Help ensure timely availability of products to meet demand. Implement robust trade inventory management processes to optimize stock levels, reduce waste and enhance efficiency. Order Management and Fulfillment Oversee the entire order-to-delivery process for corn and rice seeds. Collaborate with finance/AR on billing and credit management processes. Optimize inventory management to ensure timely product availability. Implement and manage systems for efficient order processing and tracking. Collaborate with supply chain and logistics teams to ensure timely and accurate deliveries. Customer Service Excellence Develop and implement a comprehensive customer service strategy aligned with overall business objectives. Set and maintain high standards for customer service across all touchpoints. Continuously improving customer service processes to enhance efficiency and effectiveness Collaborate with other departments to ensure a unified approach to customer experience. Develop and maintain a robust system for tracking and resolving customer complaints, propose escalation procedures for complex issues. Work closely with Quality Assurance team to help address and prevent product quality issues. Analyze customer feedback to identify recurring issues and drive improvements. Distributor Scorecard and Rewards Management Co-design and implement performance scorecards for distributors to track and evaluate their effectiveness. Co-develop incentives programs to recognize and reward high-performing distributors, fostering strong partnerships. Regularly review scorecard metrics and adjust as necessary to align with business goals. Customer Relationship Management (CRM) Oversee the implementation and utilization of various CRM systems. Ensure accurate and up-to-date customer data management. Leverage CRM data to provide insights into personalized customer interactions. Collaborate with Business Intelligence and Analysis Lead (BIAL), Sales and Marketing Leaders to enhance customer targeting and segmentation. Use customer feedback to improve service approaches/levels. Process Improvement and Innovation Identify opportunities for processing automation and digital transformation in customer operations. Lead continuous improvement initiatives to enhance operational efficiency. Collaborate with Digital Solutions Manager (DSM) to implement and optimize customer service technologies. Stay informed about industry’s best practices and emerging technologies in customer operations Essential: Bachelor’s degree in agriculture, Business Administration, or related field 10+ years of experience in customer operations, with at least 5 years in a leadership role Strong background in agriculture, preferably with specific experience in the seeds industry Proven record of improving customer satisfaction and operational efficiency. Experience with CRM systems and other customer service technologies /tools Excellent analytical and problem-solving skills/critical thinking skills Outstanding communication and people skills Demonstrated ability to lead and develop teams. Strong project management skills Preferred: Masters in customer support related studies Advanced degree in related field Experience with digital transformation in customer operations Knowledge of lean management principles and Six Sigma methodologies Familiarity with data analytics and business intelligence tools Knowledge of hybrid seed technology, agronomy, commodities, networks and how it impacts the business and industry. Syngenta is an Equal Opportunity Employer and does not discriminate in recruitment, hiring, training, promotion or any other employment practices for reasons of race, color, religion, gender, national origin, age, sexual orientation, marital or veteran status, disability, or any other legally protected status. Learn more about our D&I initiatives here: . Syngenta Seeds is one of the world’s largest developers and producers of seed for farmers, commercial growers, retailers and small seed companies. Syngenta seeds improve the quality and yields of crops. High-quality seeds ensure better and more productive crops, which is why farmers invest in them. Advanced seeds help mitigate risks such as disease and drought and allow farmers to grow food using less land, less water and fewer inputs. Syngenta Seeds brings farmers more vigorous, stronger, resistant plants, including innovative hybrid varieties and biotech crops that can thrive even in challenging growing conditions. Syngenta Seeds is headquartered in the United States.