dsm-firmenich

Senior Expert, Regional Customer Experience

dsm-firmenich

full-time

Posted on:

Location Type: Hybrid

Location: Germany

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Job Level

Senior

About the role

  • Provide strategic direction and oversight for regional customer experience operations, ensuring alignment with business goals and compliance standards.
  • Lead, coach, and mentor the CX team to drive performance, resolve conflicts, and build a resilient, customer-focused culture.
  • Lead integration and transformation projects, balancing priorities and delivering high-quality outcomes on time.
  • Proactively manage open orders, communicate delays, propose alternatives, and support sales teams in payment follow-up and credit limit monitoring.
  • Develop and implement CX initiatives to drive efficiency in both regional and cross-regional operations.
  • Monitor and improve CX KPIs, ensuring service excellence.

Requirements

  • Deep expertise in Regional Customer Experience and Leadership skills for EU, or IMA or EMEA regions.
  • Strong analytical and problem-solving skills with a proactive approach to risk identification and resolution.
  • High energy, resilience, and ability to drive results in a fast-paced, matrixed environment.
  • High level of accountability, resilience and emotional regulation.
  • Excellent communication and stakeholder management skills.
  • Proficiency in MS Office (especially Excel); SAP experience in SD & LE modules required, MM module preferred.
  • Fluent in English; open to travel as needed.
Benefits
  • Empowerment to make meaningful contributions while upholding the highest ethical standards.
  • Recognition for your achievements and access to continuous learning and development opportunities.
  • Collaboration with industry experts in the health, nutrition, and beauty sectors.
  • A customer-first culture where your work has a global impact.
  • A flexible, hybrid work environment that supports your work-life balance.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer experienceanalytical skillsproblem-solvingrisk identificationSAP SD moduleSAP LE moduleSAP MM moduleKPI monitoringCX initiativesproject management
Soft Skills
leadershipcoachingmentoringconflict resolutioncustomer-focused cultureresilienceaccountabilityemotional regulationcommunicationstakeholder management