Sales Process Specialist APAC

The Digital Operations & CoE Specialist is responsible for supporting the day-to-day operations of the APAC Digital Center of Excellence (CoE), ensuring seamless execution of digital initiatives, maintaining governance and knowledge management processes, troubleshooting user issues, and driving continuous process improvement.

This role serves as a key operational partner to cross-functional teams including Sales, Marketing, Customer Service, IT, and eCommerce stakeholders. The ideal candidate combines strong organizational skills, problem-solving ability, customer focus, and a passion for improving operational efficiency.

The role is critical in enabling the successful adoption and scaling of digital solutions across APAC.

The Digital Operations & CoE Specialist is responsible for supporting the day-to-day operations of the APAC Digital Center of Excellence (CoE), ensuring seamless execution of digital initiatives, maintaining governance and knowledge management processes, troubleshooting user issues, and driving continuous process improvement.

This role serves as a key operational partner to cross-functional teams including Sales, Marketing, Customer Service, IT, and eCommerce stakeholders. The ideal candidate combines strong organizational skills, problem-solving ability, customer focus, and a passion for improving operational efficiency.

The role is critical in enabling the successful adoption and scaling of digital solutions across APAC.

• Support the ongoing management and administration of the APAC Digital Center of Excellence.

• Maintain and update CoE documentation, playbooks, standard operating procedures (SOPs), FAQs, and training materials.

• Manage the CoE SharePoint site, ensuring content remains accurate, current, and accessible.

• Coordinate governance meetings, track action items, and monitor project progress.

• Support stakeholder communications and ensure timely follow-up on key initiatives.

• Maintain centralized records of digital initiatives, adoption activities, and project updates.

• Assist with onboarding and enablement of new users and stakeholders.

• Support the ongoing management and administration of the APAC Digital Center of Excellence.

• Maintain and update CoE documentation, playbooks, standard operating procedures (SOPs), FAQs, and training materials.

• Manage the CoE SharePoint site, ensuring content remains accurate, current, and accessible.

• Coordinate governance meetings, track action items, and monitor project progress.

• Support stakeholder communications and ensure timely follow-up on key initiatives.

• Maintain centralized records of digital initiatives, adoption activities, and project updates.

• Assist with onboarding and enablement of new users and stakeholders.

• Act as the primary support contact for Digital CoE-related inquiries.

• Provide first-level troubleshooting for digital sales and eCommerce solutions.

• Investigate and resolve user issues related to:

  • Online Store

  • B2B/eProcurement Integration

  • RTU Quote

  • RTU Cart

  • ACOI

  • PunchOut / Ariba solutions

• Expanding phase 2 into eRenewals/eWarranty

• Document issues, track resolution progress, and coordinate escalations with IT and system owners when required.

• Develop and maintain troubleshooting guides and knowledge articles to improve self-service capabilities.

• Identify recurring issues and recommend corrective actions.

• Act as the primary support contact for Digital CoE-related inquiries.

• Provide first-level troubleshooting for digital sales and eCommerce solutions.

• Investigate and resolve user issues related to:

  • Online Store

  • B2B/eProcurement Integration

  • RTU Quote

  • RTU Cart

  • ACOI

  • PunchOut / Ariba solutions

• Expanding phase 2 into eRenewals/eWarranty

• Document issues, track resolution progress, and coordinate escalations with IT and system owners when required.

• Develop and maintain troubleshooting guides and knowledge articles to improve self-service capabilities.

• Identify recurring issues and recommend corrective actions.

• Identify opportunities to simplify, standardize, and improve existing business processes.

• Facilitate process documentation and process mapping exercises.

• Analyse operational workflows and recommend improvements to increase efficiency and user experience.

• Support implementation of automation initiatives and digital transformation projects.

• Maintain process documentation and ensure alignment with established governance standards.

• Monitor adoption, compliance, and effectiveness of implemented improvements.

• Support change management and user adoption activities during project rollouts.

• When suitable, proposal of AI driven automation processes to boost productivity.

• Identify opportunities to simplify, standardize, and improve existing business processes.

• Facilitate process documentation and process mapping exercises.

• Analyse operational workflows and recommend improvements to increase efficiency and user experience.

• Support implementation of automation initiatives and digital transformation projects.

• Maintain process documentation and ensure alignment with established governance standards.

• Monitor adoption, compliance, and effectiveness of implemented improvements.

• Support change management and user adoption activities during project rollouts.

• When suitable, proposal of AI driven automation processes to boost productivity.

• Develop and maintain operational dashboards and performance reports.

• Monitor key performance indicators (KPIs) related to digital adoption, usage, and operational effectiveness.

• Prepare monthly and quarterly business updates for leadership reviews.

• Analyse trends and provide recommendations to improve performance and user adoption.

• Support business case development and benefits tracking for improvement initiatives.

• Develop and maintain operational dashboards and performance reports.

• Monitor key performance indicators (KPIs) related to digital adoption, usage, and operational effectiveness.

• Prepare monthly and quarterly business updates for leadership reviews.

• Analyse trends and provide recommendations to improve performance and user adoption.

• Support business case development and benefits tracking for improvement initiatives.

• Bachelor's Degree in Business Administration, Information Systems, Operations Management, Engineering, or a related discipline.

• 2–5 years of experience in:

  • Business Operations

  • Sales Operations

  • Digital Commerce

  • Customer Support

  • Project Coordination

  • Process Improvement

• Microsoft 365 Suite

• SharePoint Online

• Excel (Intermediate to Advanced)

• Power BI (preferred)

• Salesforce CRM (preferred)

• Process Mapping tools (e.g., Visio, Bizagi)

• Basic data analysis and reporting skills

• Strong organizational and time management skills

• Analytical and problem-solving mindset

• Excellent written and verbal communication skills

• Ability to manage multiple priorities simultaneously

• Customer-focused and service-oriented approach

• Strong attention to detail

• Ability to work independently and collaboratively across functions

• Knowledge of digital sales, eCommerce, or customer digital buying journeys

• Experience supporting regional or global programs

• Exposure to Lean, Six Sigma, or Continuous Improvement methodologies

• Familiarity with change management principles

The successful candidate will be measured on:

• Digital Growth %

• Accuracy and currency of CoE documentation and knowledge base

• Adoption and utilization of digital solutions

• Identification and implementation of process improvements

• Timely delivery of reports and governance activities

• Reduction in recurring support issues through preventive actions