Global Process Owner - Customer Lifecycle Management

John Crane, a business of Smiths Group, is a global leader in mission-critical flow control solutions for energy and process industries that enable efficient and sustainable operations. Our products include mechanical seals and systems, couplings, bearings, filtration systems, and predictive digital monitoring technologies. 

We have a global network of more than 200 sites in over 50 countries and employ more than 6,000 people worldwide. We partner with our customers to help them keep their operations safe, reduce downtime, improve efficiency, and meet the latest environmental standards. 

John Crane is part of Smiths Group. For over 170 years, Smiths has been pioneering progress by engineering for a better future. We serve millions of people every year, helping to create a safer, more efficient, productive, and better-connected world across four global markets: energy, security & defence, space & aerospace, and general industrial. Listed on the London Stock Exchange, Smiths employs approximately 16,000 colleagues in over 50 countries. 

We have a fantastic opportunity for a Global Process Owner – Customer Lifecycle Management to join the team reporting to the Vice President, Business Transformation. As the orchestrator of our Customer Lifecycle Management process, you'll define its scope and uncover value for customers, suppliers, and internal teams. You'll engage key stakeholders to identify pain points and drive improvements, collaborating with Sub-Process Owners to streamline operations. Ensuring meticulous documentation, you’ll champion the consistent implementation of processes, supported by a network of sub-process owners and super-users. Your role will be crucial in establishing robust governance measures, enforcing standards, and managing performance to ensure excellence at every stage of the customer lifecycle.

This role is to be ideally based from our headquarters within Slough working Monday to Friday normal office hours. (Hybrid working)

John Crane is an equal opportunity employer. We celebrate diversity and are committed to crafting an inclusive environment for all employees.

Duties & Responsibilities (not limited to)

• Determining what the scope of the Customer Lifecycle Management process is, where the value lies for our customers, suppliers and internal employees and hence what good should/ could look like.
• Engaging key stakeholders who are responsible for, and are customers of the process today to understand pain points, areas of improvement etc.
• Works with Sub-Process Owners to analyse the current processes and identify ways to improve and streamline the process. Prioritising and chartering these improvements and championing their execution.
• Accountable to ensure that the creation and maintenance of Process documentation, policies, controls, desktop procedures occurs.
• Supports and enables the implementation of the consistent processes, drawing on the network of sub-process owners and super-users to execute.
• Put in place the right measures, metrics and review forums to manage the ongoing performance of the process. Works with Stakeholders to enforce standards. Create processes and controls to manage change requests. Manage and resolve divergences to standard process.

• Ideally have Lean Six Sigma
• Business leader with experience of Sales & Marketing process management and process improvement with ability to influence at executive level.
• Track record of success in standardising and improving processes in large, complex multinational businesses.
• Hold strong communication and leadership skills.
• Able to coach and mentor a matrix aligned team and shape change and improvement programmes.
• Experience of managing compliance – comfortable to hold others to account when they diverge from standards.

With colleagues stretching across the globe, we are proud of our diversity. To foster inclusivity, we run employee resource groups (ERGs) to provide a safe space for employees to connect and support each other. Our cross-business ERGs include Veterans, Pride Network, Black Employee Network, Women@Work Network, and Neurodiversity. 

Across our company, we recognize excellence, culminating in the Smiths Excellence Awards, our annual celebration of the most extraordinary activities, people, and projects that best showcase our strengths and help drive our business forward. We announce these on our annual Smiths Day, a global celebration of Smiths around our network. 

Join us for a great career with competitive compensation and benefits, while helping engineer a better future. 

We believe that different perspectives and backgrounds are what make a company flourish. All qualified applicants will receive equal consideration for employment regardless of race, colour, religion, sex, sexual orientation, gender identity, national origin, economic status, disability, age, or any other legally protected characteristics. We are proud to be an inclusive company with values grounded in equality and ethics, where we celebrate, support, and embrace diversity.

At no time during the hiring process will Smiths Group, nor any of our recruitment partners ever request payment to enable participation – including, but not limited to, interviews or testing. Avoid fraudulent requests by applying jobs directly through our career’s website (Careers - Smiths Group plc)