Sr. Director, Customer Centricity

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 g