Sr Customer Experience Manager Emeia

**Location: Grasse, France**

**Place of work: Hybrid**

Lead the Customer Experience Team in France, Spain, and India, collaborating closely with all stakeholders, to deliver exceptional customer service. Lead the Customer Experience team ensuring operation excellence through strong training, coaching and development. Help drive customer loyalty and achievement of the company’s sales and revenue objectives by delivering customer satisfaction. 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 pportunities and value diversity in the workplace.

**Your key responsibilities**:

- Manage a team of CX Representative to drive delivery of exceptional customer service
- Lead the execution of the supply chain and customer experience strategy
- Ensure proactive escalation Management process aligned with business priorities
- Ensure engagement of CX Team aligned on the CX strategy, processes, and routines
- Lead Talent Review that includes hiring, promotion, succession planning & developing plan
- Drive change and continuous improvement throughout the customer Experience organization
- Utilize data to optimize performance and drive operation stability and digitalization by leading business reviews with customers
- Follow up KPIs
- Drive adherence to quality, safety, and compliance standards
- Proactively identification and execution of new opportunities to enhance operational

**We bring**:

- A firm belief that working together with our customers is the key to achieving great things
- The ability to be a part of a highly creative and imaginative team in an incredibly competitive and inspiring industry
- A challenging and rewarding function embedded in a team of passionate professionals
- A rich history and a promising future of bold scientific innovation and passionate creation with our customers
- A flexible work environment that empowers people to take accountability for their work and own the outcome

**You bring**:

- An absolute customer focus, positive mindset
- Excellent communication verbal and written, emotional intelligence, active listening
- Fluent in English & French. Spanish is also welcome.
- SAP experience preferred
- Bachelor’s degree in supply chain management, logistics, business administration, or a related field. An MBA, master’s degree or equivalent experience in a related field is preferred.
- 5 to 7 years’ experience in customer service and/or order management and three or more years prior supervisory/managerial experience
- Team spirit, collaborative, willing to take different challenges, flexibility, dynamic, agile, well
- organized
- Problem solving skills, crisis management, resilience

LI-DNI

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 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.

About dsm-firmenich

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.