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Key Responsibilities

1. Customer Solutions Strategy and Operating Model 

• Develop and execute the Japan Customer Solutions strategy and roadmap aligned with MedTech Japan business priorities and regional/global direction. 

• Translate customer, Commercial and operational needs into scalable service models, process standards, capability plans and investment priorities. 

• Own the governance for the Customer Solutions portfolio, including prioritization, decision rights, milestones, risks, benefits and stakeholder communication. 

• Define service principles and ways of working that balance customer experience, operational efficiency, compliance, cost and business continuity. 

2. Global Application Deployment and Process Design 

• Lead the Japan deployment and adoption of global customer-facing applications, including order intake/order management, case management and related workflow . 

• Act as the accountable business owner for local requirements, process fit-gap assessment, design decisions, testing readiness, data and user readiness, cutover, stabilization and sustained adoption. 

• Partner with global product owners, regional teams and IT to advocate for critical Japan requirements while maximizing standardization and global solution adoption. 

• Design, document and maintain end-to-end processes, roles, controls, escalation paths and service-level expectations across Customer Solutions and connected functions. 

• Ensure new solutions are supported by effective change management, training, communications, standard work, performance measures and post-implementation improvement. 

3. Customer Service Operations and Performance 

• Provide leadership for reliable and compliant customer service operations, including order processing, inquiry and case handling, issue resolution, customer communication and escalation management. 

• Establish and monitor service KPIs, dashboards and operating reviews covering quality, timeliness, productivity, customer experience, backlog, adoption and issue recurrence. 

• Use data, customer feedback and root-cause analysis to identify systemic issues, prioritize improvements and drive corrective and preventive actions. 

• Ensure operational readiness for product launches, portfolio changes, seasonal or demand peaks, system releases and business continuity events. 

• Maintain appropriate internal controls and ensure adherence to company policies, quality requirements, privacy expectations and relevant local regulations. 

4. Key Account Management and Customer E2E Improvement 

• Partner with Commercial to identify strategic accounts and improvement opportunities across the customer’s end-to-end logistics and order-to-delivery flow. 

• Build trusted working relationships with customer logistics leaders and other relevant decision-makers, serving as a senior point of contact for cross-organizational service and flow improvement. 

• Analyze the current-state E2E flow, pain points, handoffs, service failures, inventory or delivery constraints, and jointly develop practical improvement proposals. 

• Present recommendations and business cases, obtain customer and internal agreement on actions, responsibilities, milestones and success measures, and lead disciplined implementation. 

• Run regular governance with Commercial, internal functions and customers to track commitments, resolve barriers, demonstrate outcomes and identify the next wave of value opportunities. 

• Apply customer insights across the broader Customer Solutions roadmap so that learning from key accounts improves standard processes and service models. 

5. Cross-functional Leadership and Transformation 

• Lead cross-functional initiatives involving Commercial, Deliver, Planning, Distribution, Transportation, Quality, Finance, IT, Procurement and regional/global partners. 

• Influence stakeholders through customer insights, process knowledge, data and clear recommendations, including when priorities or requirements differ across functions. 

• Communicate progress, risks, decisions, customer impact and required leadership support in a concise and transparent manner. 

• Champion simplification, standardization, digitalization, automation and continuous improvement across the customer service value stream. 

6. People Leadership and Capability Building 

• Lead, coach and develop a team of four, setting clear objectives, role expectations and performance standards aligned with business priorities. 

• Conduct regular coaching, development and career conversations, provide timely feedback, recognize contribution and address performance gaps appropriately. 

• Build team capability in customer experience, process design, application deployment, project management, problem solving, analytics, stakeholder management and change leadership. 

• Create an inclusive, accountable and collaborative team environment, strengthen succession plans and develop future leaders and subject-matter experts. 

• Plan team capacity and capabilities to support both stable operations and transformation priorities.

Required Skills:

Preferred Skills: