P2P Customer Experience & Performance Manager

A FTSE 250 professional services organisation is recruiting a P2P Customer Experience & Performance Manager.

£60-65,000 + bonus + healthcare + life assurance + pension + 25 days holiday

A FTSE 250 professional services organisation with transformation and change high on its procurement agenda is recruiting a P2P Customer Experience & Performance Manager.

Reporting to a P2P Director and as part of the P2P leadership team, the P2P Customer Experience & Performance Manager role is a brand-new role that would see you providing experienced management and expertise that drives the development of Purchase-to-Pay (P2P) and related systems, facilitating both compliant and efficient purchasing and payment to suppliers.

You would be responsible for measuring P2P performance not only through the compilation of metrics, KPIs and SLAs but also through engaging with P2P users to capture feedback and identify issues that undermine user satisfaction and process performance.

You would also work with the business’ third-party accounts payable provider to optimise its helpdesk as this is a key interface within the user community.

With a spend of more than £1bn per year, procurement supports this business by understanding requirements and providing innovative solutions from the supply market throughout the business lifecycle to reduce costs, improve service and quality and protect the business from risk and you would play a key part in driving its P2P initiatives.

Procurement is highly regarded within this business and there is fantastic scope for you to develop this newly created role on a global scale, while working within a friendly team at its Hampshire office twice weekly and from home for the rest of the week.

As P2P Customer Experience & Performance Manager (Global) your key responsibilities will be:

  • Designing, initiating, and providing ongoing management of key customer forums that are being used to gather feedback on P2P processes and systems, validate improvement opportunities, and identify user groups’ support needs
  • Providing input into the design, build, implementation, management, and continuous improvement of fit-for-purpose and affordable P2P processes and services, based on an understanding of users’ priorities and requirements
  • Engaging directly with Shoppers, Purchasing Approvers, and Contract Directors.
  • Capturing process improvement ideas from user groups and feeding them into the Process Improvement Manager for evaluation
  • Performing root cause analysis of helpdesk tickets and driving improvements
  • Working closely with the Process Improvement Manager to test and validate process improvement opportunities from a user perspective
  • Supporting the successful implementation of process improvements with change management expertise and communications/training for user groups
  • Designing, developing, and maintaining a program of training and support for user groups to assist with raising awareness of P2P good practices
  • Driving consistency of P2P practices globally by encouraging and facilitating the sharing of good practice across regions and teams
  • Working with Regional Procurement Operations Specialists to deliver user training, as required
  • Owning and maintaining the P2P reporting catalogue and working with business reporting to optimize the management information and reporting available for P2P
  • Designing and owning customer-facing P2P reporting, working closely with the Regional Procurement Directors and the PLT to ensure alignment
  • Owning and maintaining the P2P data standards and policies
  • Working closely with the Procurement Operations Manager, other business finance stakeholders, user groups to identify and deliver improvements to the performance of the AP helpdesk
  • Working with colleagues across the business to align procurement service delivery with the other business functions and participating in pan-business initiatives as required
  • Being a procurement role model by living the values, consistently delivering to the high standards expected in procurement, and promoting procurement through engagement with key stakeholders
  • Complying with and managing compliance to procurement policy, standards, and standard operating procedures and acting within limits of delegated authority

Skills and experience:

  • At least 3 years’ experience of working within a complex procurement or finance environment
  • Strong track record in working with customer/user groups to deliver change programmes or continuous improvement
  • Experience with change management, customer experience or behavioural science would be desirable
  • Possesses business acumen, able to understand business needs and drivers and identify ways in which procurement can address them
  • Proven experience of working with third-party service providers to deliver service excellence
  • An analytical mindset to encourage and seek innovative ways of working
  • Possesses excellent communication skills with the ability to influence at multiple levels
  • Demonstrates personal and professional credibility and resilience  

Benefits of the P2P Customer Experience & Performance Manager (Global) role include:

  • £60-65,000
  • Bonus
  • Healthcare
  • Life assurance
  • Pension
  • 25 days holiday