Senior Customer Experience Manager

hace 6 días


Mexicali, Baja California, México Dsm-Firmenich A tiempo completo
About the Role

We are seeking a highly skilled and experienced Senior Customer Experience Manager to lead our customer care and business planning performance in Mexico and Colombia. As a key member of our team, you will be responsible for balancing and optimizing resources, collaborating closely with stakeholders, and delivering positive business outcomes.

Key Responsibilities
  • Identify and lead initiatives to drive significant improvements in customer satisfaction and cost savings
  • Work collaboratively with regional planning and training teams to define production, inventory, and airfreight strategies
  • Ensure cost-effective and timely fulfillment of customer demand
  • Lead the Sales and Operations Planning (S&OE) process for Mexico and Colombia, working collaboratively with commercial teams on inventory losses, new product introductions, and discontinuations
  • Act as the Single Point of Contact (SPOC) for customer experience, planning, and transport and distribution in Firnin for any escalations or projects
  • Work with commercial and regional teams to define collaborative agendas with key clients
What We Offer
  • A rich history and a promising future of bold scientific innovation and passionate creation with our customers
  • A space to grow by encouraging and supporting curiosity and an open mindset
  • A culture that prioritizes safety and well-being, both physically and mentally
  • The opportunity to work for a company where sustainability is core to our strategy and purpose
  • Competitive pay, career growth opportunities, and outstanding benefit programs
Requirements
  • Graduation in Supply Chain/Planning or correlated areas
  • 10+ years of previous experience
  • Advanced English and Spanish language skills
  • APICS or correlated certification desired
  • Business acumen, leadership, collaboration, communication, and analytical skills
  • Technology savviness


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