MDS AMEA Customer Experience Regional Lead

Mondelez International · Mumbai

Apply on the company website

Job Description

Are You Ready to Make It Happen at Mondelēz International?

Join our Mission to Lead the Future of Snacking. Make It Uniquely Yours.

You are part of a team that experiments with cutting-edge technologies, delivering solutions revealed as a result of the testing and learnings, and developing strong partnerships to enable growth through innovation and agile methodologies.

How you will contribute

You will implement pilot projects to drive disruptive ideas across the organization, using the learnings from these projects to inform decisions on whether to incorporate them as a portfolio project or to introduce them as a new proof of concept. You will also get to experiment with cutting-edge technologies while at the same time building strong partnerships within the business to build a strong pipeline of ideas to pursue. In addition, you will get to bring the outside in by building relationships with start-ups and building your knowledge of actual proof-of-concept cases, and scope, align, adopt and leverage technology for respective learnings and pilots.

What you will bring

A desire to drive your future and accelerate your career. You will bring experience and knowledge in:

• Project management including knowledge of Agile
• Technical expertise and a passion for innovation, understanding a variety of disruptive technology products and services
• Technical and business acumen to evaluate opportunities with internal and external partners
• Machine learning/artificial intelligence programming languages
• The start-up landscape
• Familiarity with the fast-moving consumer goods or related sector
• Leading internal and external teams through complex challenges and developing creative solutions/options
• Driving for results and Analytical Skills

More about this role

What you need to know about this position:

This is a hands-on leadership role with a Product mindset — not a coordination or engagement function. The OTC Regional Success Manager is the regional integrator across all four OTC product areas, responsible for connecting strategy to execution and ensuring value delivery at scale.

The role holder acts as the single point of accountability at the regional level for:

• Synergizing business requirements across Business Units

• Maintaining real-time visibility on project portfolio and operations performance

• Driving digital adoption of OTC tools

• Holding Product Managers and Operations leaders accountable for outcomes

This role spans all four OTC product areas:

1. Order Capture - End-to-end order intake, validation, EDI/portal management

2. Order Fulfillment - Order processing, availability, delivery execution & monitoring

3. Bill to Cash - Invoicing, collections, cash application, dispute resolution

4. Customer Care - Customer query handling, issue resolution, service performance

What extra ingredients you will bring:

Regional OTC Community of Practice & Governance

• Establish and sustain a Regional OTC Community of Practice spanning all four product areas.

• Drive a monthly governance cadence with structured inputs/outputs that feed all downstream accountabilities.

• Ensure the Community of Practice serves as the activation engine for change adoption, best practice sharing, and regional alignment.

• Curate and escalate regional themes, pain points, and opportunities into global product and operations forums.

Business Requirements Synergization & Gatekeeper Role

• Synergize and rationalize OTC business requirements (BRDs) at regional level in partnership with OTC Product Business Analysts.

• Act as the gatekeeper to prevent BU-level fragmentation — blocking unauthorized customizations in the form of MEs, siloed projects, shadow IT, or ungoverned local builds.

• Ensure all regional requirements are aligned with the enterprise product roadmap and S4/HANA migration timelines.

• Provide a consolidated regional demand view to Global Product Managers for backlog prioritization.

Project Portfolio Visibility & Accountability

• Own the OTC Project Portfolio view — maintaining real-time visibility across MEs, ND Projects, and Celonis-linked value delivery initiatives.

• Connect the dots between Funding, Cost, and Value Realization — ensuring every investment has a measurable outcome.

• Hold Product Managers accountable for delivery gaps, timeline slippages, and value leakage.

• Provide executive-ready portfolio reporting (weekly/monthly) to the Global OTC Lead and regional stakeholders.

BPO Operations Performance & Accountability

• Own the BPO Operations performance lens — tracking Celonis KPIs across the regional operations footprint.

• Hold Operations Leaders and OTC Product Managers accountable for performance gaps against contracted SLAs and KPIs.

• Drive corrective action plans when performance deviates from targets — not just flagging, but fixing.

• Partner with BPO governance leads to ensure operational insights inform technology roadmap priorities.

Digital Adoption & Value Realization

• Drive digital adoption of OTC tools (Celonis, SAP, Non-SAP) by setting adoption targets and measuring usage.

• Leverage the Community of Practice as the primary channel for driving tool awareness, training, and behavioral change.

• Track adoption metrics at country level to identify laggards and deploy targeted interventions.

• Ensure adoption translates to measurable business value (not just login counts, but process improvement outcomes).
  

Experience

• 12+ years of progressive experience in OTC/shared services operations, product management, or transformation leadership.

• 3+ years in a senior role (Senior Manager or Director) with cross-functional accountability.

• Proven track record of driving adoption and value realization across multiple stakeholder groups.

• Experience in OTC / Order Management / Finance shared services in a large CPG/FMCG or similar enterprise.

• Demonstrated ability to act as a gatekeeper — saying “no” to fragmentation while maintaining stakeholder relationships.

• Experience with process mining tools (Celonis preferred) and linking process insights to business outcomes.

• Familiarity with Agile product management frameworks and portfolio governance.

Technical Skills

• Strong understanding of OTC end-to-end processes: Order Capture, Fulfillment, Billing, Collections, Cash Application, Dispute Management, and Customer Care.

• Working knowledge of SAP ECC / S4HANA OTC modules (SD, FI-AR).

• Proficiency in Celonis — ability to interpret process mining data and translate into action.

• Familiarity with project portfolio management tools and dashboards.

• Data literacy — ability to connect cost, adoption, and value metrics into a coherent narrative.

• Financial acumen — understanding of funding models, cost allocation, and value realization tracking.

Leadership & Soft Skills

• Assertive accountability — ability to hold peers and senior stakeholders accountable without direct authority.

• Integrator mindset — connecting dots across products, projects, operations, and adoption.

• Executive communication — ability to synthesize complex information into clear, actionable insights.

• Influence without authority — driving outcomes through governance, data, and relationships.

• Strong stakeholder management across Supply Chain, Finance, IT, and Commercial functions.

• Data-driven decision making — leveraging analytics for prioritization and accountability.
• Cultural sensitivity and ability to operate effectively across diverse regional contexts

Business Unit Summary

At Mondelēz International, our purpose is to empower people to snack right by offering the right snack, for the right moment, made the right way. That means delivering a broad range of delicious, high-quality snacks that nourish life's moments, made with sustainable ingredients and packaging that consumers can feel good about.

We have a rich portfolio of strong brands globally and locally including many household names such as Oreo, belVita and LU biscuits; Cadbury Dairy Milk, Milka and Toblerone chocolate; Sour Patch Kids candy and Trident gum. We are proud to hold the top position globally in biscuits, chocolate and candy and the second top position in gum.

Our 80,000 makers and bakers are located in more than 80 countries and we sell our products in over 150 countries around the world. Our people are energized for growth and critical to us living our purpose and values. We are a diverse community that can make things happen—and happen fast.

Mondelēz International is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation or preference, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Job Type

More jobs at Mondelez International · Customer Support jobs in Mumbai