Senior Customer Experience Manager

Senior Manager, Customer Experience and Business Planning Location: Toluca, Mexico Hybrid Manager Lead the Customer Care and Business Planning performance in Mexico and Colombia, balancing and optimizing resources, and collaborating closely with all stakeholders, to deliver positive business outcomes. Responsible to deploy practices, procedures and standards guided by regional SC Management and Regional Planning. Ensure best-in-class service in a cost-effective manner. Lead the S&OE process to achieve service, profitability, and cash targets. Be the SPOC (Single Point of Contact) for the commercial team for issues relating to service, materials, availability, and logistics. At dsm-firmenich people are at the heart of the company. We are committed to equal employment opportunities and value diversity in the workplace. **Your key responsibilities** - Identify, define, and lead initiatives that will drive significant improvements in customer satisfaction and cost savings - Work collaboratively with regional planning and T&D team to define production, inventory, and airfreight strategy. - Ensure cost-effective and timely fulfilment of customer demand - Lead S&OE for MX and CO, work collaboratively with Commercial for Inventory Losses, NPI and discontinuation. - Act as the SPOC person for Customer Experience, Planning and Transport & Distribution in Firnin for any escalation or projects - Work with the Commercial and Regional Teams on defining collaborative agendas with Key Clients **We bring** - 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 much more than a claim and is core to our strategy and purpose; - 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** - Graduation in Supply Chain/Planning or correlated areas - 10+ Years of previous Experience - Advanced English and Spanish - APICS or Correlated Certification are desired - Business Acumen - Leadership, collaboration, communication, and analytical skills - Technology savviness dsm-firmenich is fully dedicated to inclusion because when people feel engaged and empowered, their creativity and innovation drives unprecedented progress. We aim to build a workplace where opportunity really is equal, so everyone can thrive. We do not discriminate: there’s a place for everyone at dsm-firmenich. dsm-firmenich is an Equal Opportunity and Affirmative Action Employer. dsm-firmenich people are as diverse as our customers. For us that includes a commitment to ensuring equal employment opportunities for all job applicants and employees. Employment decisions are based upon job-related reasons regardless of an applicant's race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, marital status, genetic information, protected veteran status, or any other status protected by law. We are committed to providing reasonable support for disabled applicants in our recruiting process. Should you need assistance, and are comfortable to share this, please let us know. " As innovators in nutrition, health, and beauty, dsm-firmenich reinvents, manufactures, and combines vital nutrients, flavors, and fragrances for the world’s growing population to thrive. With our comprehensive range of solutions, with natural and renewable ingredients and renowned science and technology capabilities, we work to create what is essential for life, desirable for consumers, and more sustainable for the planet. dsm-firmenich is a Swiss-Dutch company, listed on the Euronext Amsterdam, with operations in almost 60 countries and revenues of more than €12 billion. With a diverse, worldwide team of nearly 30,000 employees, we bring progress to life every day, everywhere, for billions of people. Equal Opportunities Commitment dsm-firmenich is fully dedicated to inclusion because when people feel engaged and empowered, their creativity and innovation drives unprecedented progress. We aim to build a workplace where opportunity really is equal, so everyone can thrive. We do not discriminate: there’s a place for everyone at dsm-firmenich. dsm-firmenich is an Equal Opportunity and Affirmative Action Employer. dsm-firmenich people are as diverse as our customers. For us that includes a commitment to ensuring equal employment opportunities for all job applicants and employees. Employment decisions are based upon job-related reasons regardless of an applicant's race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, marital status, genetic information, protected veteran status, or