Global Process Owner - Customer Lifecycle Management

About Us -

Founded in 1917, John Crane is a global leader in the design, manufacturing, and engineering of mission critical flow control solutions for increased efficiency, emission reductions and energy transformation. Our products include mechanical seals and systems, couplings, bearings, filtration systems and predictive digital monitoring technologies. John Crane customer service is accessed through a global network of more than 200 global sites in over 50 countries employing more than 6,000 employees worldwide. We partner with our customers and help them meet the latest environmental standards and keep their operations safe and controlled.

John Crane is part of Smiths Group, For over 170 years, Smiths has been improving our world through smarter engineering. Our technology benefits millions of people every day – making travel safer, supporting sustainable energy transition, efficiently heating, cooling our homes, and helping our world stay connected.

Now let’s hear it directly from the creators – About | John Crane

Connect with us on LinkedIn: John Crane: LinkedIn

Job Description

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.

The Individual

• 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.

Diversity Clause

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 John Crane, 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 – John Crane) or LinkedIn.