Process & Performance Manager - Sales & Service

Role Purpose (Why do we need this role?)

The Process & Performance Manager – Sales & Service strengthens end-to-end commercial execution across Sales, account management, customer success/service, shared services, and the pricing interface by defining the decision rules, handovers, and operating discipline that make the customer promise executable at scale.

Working with Commercial leadership, country teams, and the Swire Digital Centre (SDC), the role embeds practical operating rhythms that reduce failure demand, shift more transactions to digital channels, and improve cost-to-serve and speed-to-serve.

Role Accountabilities (What is this role responsible for delivering?)

Future-Back Design and Performance Discipline (Sales and Service)

• Lead future-back design for ways of working, including control points, handovers, data requirements, and measurable success criteria across fr...