Senior Customer Experience Manager - Plainsboro, NJ

Senior Customer Experience Manager

Princeton, NJ, US

Hybrid

Band: G

 

 

We currently have an immediate opportunity for a Customer Experience (CX) Senior Manager within the North American Regional Supply Chain Perfumery team.  This is a critical position working with internal and external stakeholders to deliver customer commitments while symmetrically balancing company objectives of service, cost, and cash.

 

At dsm-firmenich, being a force for good is not optional. Diversity, Equity & Inclusion is a shared responsibility woven into our daily work to not only benefit our People, Customers & Communities but also drive business value. Equal access to opportunities is a given, belonging is a shared feeling, authenticity is celebrated. 

 

Your Key Responsibilities

• Lead, coach, and develop the CX team and self to drive delivery of exceptional customer service​
• Develop and lead strong internal/external collaborative customer relationships ensuring an evolution of customers satisfaction and leadership on action plans
• Develop and implement CX strategy ensuring CX team engagement, process adoption and routines​ while adhering to quality, safety, and compliance standards for E2E execution
• Oversee the entire customer journey while understanding and utilizing data to optimize performance and drive continuous improvement
• KPI monitoring and proactive escalation management aligned with business priorities (OTIF, SLAs, NCs, inventory, forecast accuracy, automation/ digitalization)
• Lead weekly flash landing review and sales & operations execution meetings with business to responsibly manage business goals and objectives

 

We bring

• Sustainability is much more than a claim and is core to our strategy and purpose;
• A flexible work environment that empowers people to take accountability for their work and own the outcome;
• Barrier-free communities within our organization where every employee is equally valued and respected – regardless of their background, beliefs, or identity;
• A firm belief that working together with our customers is the key to achieving great things;
• An eagerness to be one team and learn from each other to bring progress to life and create a better future
• We offer competitive pay, career growth opportunities, and outstanding benefit programs

 

You bring