Customer Experience Manager (North America)

Job type: Full-Time 

Type of role: Hybrid 

 

About Lubrizol  
The Lubrizol Corporation, a Berkshire Hathaway company, is a specialty chemical company whose science delivers sustainable solutions to advance mobility, improve wellbeing and enhance modern life. Founded in 1928, Lubrizol owns and operates more than 100 manufacturing facilities, sales, and technical offices around the world and has about 8,000 employees. For more information, visit www.Lubrizol.com.

 

We value diversity in professional backgrounds and life experiences. By enabling a consistent, unbiased, and transparent recruitment process, Lubrizol seeks to create a positive experience for candidates so we can get to know them at their best. We recognize unique work and life situations and offer flexibility, ensuring our employees feel engaged and fulfilled in every aspect of life.   

Join Our Thriving Team at Lubrizol as a Customer Experience Manager for North America!                 

Unleash Your Potential. At Lubrizol, we're transforming the chemical industry and looking for exceptional talent to join us on this journey. If you are ready to join an international company with talent around the world and want to make a real impact, we want you on our team.

 

What You'll Do:  

As a Customer Experience Manager, you'll be at the forefront of our innovation, executing our strategy to maximize customer value creation and enhance customer intimacy through innovation and problem-solving. You'll collaborate with a diverse group of passionate individuals to deliver sustainable solutions to advance mobility, improve wellbeing and enhance modern life. You will be accountable for ensuring your team delivers exceptional customer experience, exceeds quality and service expectations, and achieves operational targets while supporting the broader corporate strategy of employee experience, inclusion, and continuous improvement

• Lead and inspire a high-performing team by fostering a culture of accountability, ownership, and continuous improvement, in line with our corporate strategy of enhancing employee experience.
• Manage and develop the Customer Experience team, setting clear performance goals and tracking progress.
• Drive accountability across the Customer Experience function, ensuring alignment on strategic objectives.
• Coach and mentor team members, empowering them to optimize performance and elevate service levels.
• Enhance cross-functional collaboration to strengthen overall team effectiveness.
• Optimize and streamline the Customer Experience function using data-driven insights, process automation, and advanced analytics, ensuring consistency with global standards.
• Lead efforts to reduce inefficiencies, improve order management accuracy, and enhance overall service performance, adhering to established processes and supporting our mission to be a supplier of choice.
• Collaborate with cross-functional teams to ensure material availability, seamless order execution, and proactive issue resolution.
• Utilize technology, including SAP Analytics and Power BIs, to drive operational improvements, smarter decision-making, and continuous process evaluation for enhanced service levels and cost efficiency.
• Use key performance indicators (KPIs) to assess and improve service performance, reinforcing our commitment to customer intimacy and experience.
• Serve as the primary regional contact for the Global Customer Experience Center of Excellence (COE), ensuring alignment with global best practices and service innovations.
• Develop a proactive, customer-first culture, ensuring rapid and effective responses to customer inquiries, issues, and escalations to enhance customer trust and satisfaction.
• Partner with the Sales organization to strengthen relationships with customers, anticipate their needs, and enhance Lubrizol’s competitive advantage.
• Support alignment with regional and global teams to implement standardized, scalable, and sustainable best practices as defined by the COE.
• Ensure the execution of month-end close activities by team members, maintaining compliance with internal controls and financial reporting standards.
• Champion a continuous improvement mindset, challenging the status quo and implementing innovative solutions