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Sr. Director, Customer Centricity

2 months ago

Houston, United States Lyondell Basell North America Full time

LyondellBasell

Basic Function

The Sr. Director, Customer Centricity is responsible for driving a renewed, deeper, and more disciplined approach to customer and commercial excellence (CCE) to deliver the visionary needs of our customers and sets the full-potential ambition for LYB’s company and customer transformation. This role will be responsible for setting and renewing the strategy, day-to-day organization, execution and coordination of the commercial aspects of the broader roadmap to ensure on-time completion, successful change management and implementation of various Digital enabled and Commercial initiatives in Global O&P and I&D. The position works closely with the Steering Committee and various Ex-Com members, and key cross-functional teams to effectively manage project timelines, critical path items, risk mitigation plans and contingencies. The top priority will be ensuring excellence capability building within the broader commercial/supply chain teams and to maturing the CCE org into a Customer and Commercial Center of Excellence for LYB. The role can be based in Rotterdam, The Netherlands or the LyondellBasell Tower in Houston, Texas. 

Roles & Responsibilities
  • Develops and manages the commercial project plan and timeline, with a clear definition of roles, responsibilities and deliverables
  • Define the overall program and LYB Customer Experience Mission, define best in class organizational set-up and ensure timely and diverse staffing execution for the agreed and endorsed resource requirements (short and long term)
  • Establishes and implements a protocol to track and periodically report progress against plan, working with the venture team to hold the nominated sub teams accountable for delivering on their respective project plans
  • Ensure full endorsement  from the TO office on value improvements methodology regarding our short and long term targets
  • Works to identify critical path items and develop corresponding risk mitigation plans and contingencies to ensure the successful completion of the project with the anticipated benefits from the program:
    • Realize significant EBITDA contribution ($250+ in O&P and I&D Globally by end of 2025) and continuing to foster a continuous performance and value improvement culture across business units and geographies. We expect the program to ‘pay for itself’ fully within the calendar year
    • Improvement in customer satisfaction (typically a 10%+ improvement) over the following few years
    • Improvement in employee satisfaction. Program will baseline customer (cNPS) and employee NPS (eNPS) scores at beginning and will build dedicated monitoring tools and associated KPIs to maintain and sustain the focus in the long term.
  • Creates and actively manages the framework to drive alignment and collaboration within the working teams, while also fostering effective communication across the multidisciplinary interfaces. Specifically develop and implement an overarching communication and change management plan for the overall CCE program and for each specific initiatives, in close partnership with HR, Marketing Communication and Change Management groups.
  • Prepares and delivers, or directs the preparation and delivery of project management updates for stakeholder communication and progress reporting (monthly to the SteerCo, quarterly to LYB CEO and on ad-hoc basis for all the others)
  • Possesses an excellent understanding of the responsibilities of the cross-functional sub teams involved in the project, and uses this knowledge to effectively coordinate the advancement of the project
  • Understands the long-term strategic vision for the organization, and leads efforts to work with key stakeholders to translate and integrate these into objectives and action plans for the various teams, while also driving resource allocation discussions to support the project plan
  • Understands financial analysis and drives the use of advanced project management tools to demonstrate business value
  • Demonstrates a willingness to challenge conventional thinking when necessary.
Critical Behaviors

1.    Business Acumen – Knows how businesses work; knowledgeable in current and possible future policies, practices, trends, technology, and information affecting his/her business and organization; knows the competition; is aware of how strategies and tactics work in the marketplace.

2.    Decision Quality – Makes good decisions (without considering how much time it takes) based upon a mixture of analysis, wisdom, experience, and judgment; most of his/her solutions and suggestions turn out to be correct and accurate when judged over time; sought out by others for advice and solutions.

3.    Organizational Agility – Knowledgeable about how organizations work; knows how to get things done both through formal channels and the informal network; understands the origin and reasoning behind key policies, practices, and procedures; understands the cultures of organizations.

4.    Managerial Courage – Doesn't hold back anything that needs to be said; provides current, direct, complete, and "actionable" positive and corrective feedback to others; lets people know where they stand; faces up to people problems on any person or situation (not including direct reports) quickly and directly; is not afraid to take negative action when necessary

5.    Building Effective Teams – Blends people into teams when needed; creates strong morale and spirit in his/her team; shares wins and successes; fosters open dialogue; lets people finish and be responsible for their work; defines success in terms of the whole team; creates a feeling of belonging in the team.

6.    Developing Direct Reports and Others – Provides challenging and stretching tasks and assignments; holds frequent development discussions; is aware of each person's career goals; constructs compelling development plans and executes them, pushes people to accept developmental moves; will take on those who need help and further development; cooperates with the developmental system in the organization; is a people builder

7.    Interpersonal Capability – Builds appropriate rapport with others; is comfortable receiving coaching and feedback from others; builds constructive and effective relationships; uses diplomacy and tact; diffuses even high-tension situations comfortably; encourages cooperation and collaboration; is candid with others; solves problems with others with a minimum of noise.

8.    Priority Setting – Spends his/her time and the time of others on what's important; quickly zeros in on the critical few and puts the trivial many aside; can quickly sense what will help or hinder accomplishing a goal; eliminates roadblocks; creates focus.

9.    Managing Vision and Purpose – Communicates a compelling and inspired vision or sense of developmental purpose; talks beyond today; talks about possibilities; is optimistic; creates mileposts and symbols to rally support behind the vision; makes the vision sharable by everyone; can inspire and motivate entire units or organizations. 

10.    Drive for Results – Steadfastly pushes self and others for results; works with passion and a sense of urgency; seeks opportunities to improve results and processes in a proactive manner; contributes to the goals and profitability of the company.

Min. Qualifications
  • University (preferred) or College degree in engineering or business
  • At least 15 years of experience in the petrochemical industry 
  • Combined experience in commercial (customer facing roles), engineering and/or project management roles is a plus
  • Well-developed leadership skills: particularly across teams and beyond and outside direct hierarchical reporting lines 
  • Sound systemic thinking skills 
  • Excellent in planning, project management and decision making 
  • Developed technical understanding with sound business judgment
  • Ability to work with a diverse team and focus on project deliverables is a critical requirement

#LI-Hybrid

#LI-JC1

Competencies Build PartnershipsDeliver ResultsDrive InnovationGrow CapabilitiesPromote InclusionMotivational/Cultural FitTechnical Skills

 

We are LyondellBasell – a leader in the global chemical industry creating solutions for everyday sustainable living. Through advanced technology and focused investments, we are enabling a circular and low carbon economy. Across all we do, we aim to champion our employees, and unlock value for customers, investors and society. LyondellBasell places high priority on diversity, equity and inclusion and is strongly committed to our planet, the communities where we operate and our future workforce.  As one of the world’s largest producers of polymers and a leader in polyolefin technologies, we develop, manufacture and market high-quality and innovative products for applications ranging from sustainable transportation and food safety to clean water and quality healthcare. For more information, please visit www.lyondellbasell.com or follow @LyondellBasell on LinkedIn.

 

Must be at least 18 years of age and must be legally authorized to work in the United States (US) on a permanent basis without visa sponsorship.

 

LyondellBasell does not accept or retain unsolicited résumés or phone calls and/or respond to them or to any third party representing job seekers.

 

LyondellBasell is an equal opportunity employer.  We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, veteran status, and other protected characteristics.  The US EEO is the Law poster is available here.