Job DescriptionSenior Director, Customer Experience - Kennesaw, GAScope:The Customer Experience Leader will be responsible for how the organization interacts and supports Health & Wellness (H&W) customers globally.
This leader will be responsible for creating a seamless customer experience. Will own the enterprise CX vision for H&W globally and is responsible for translating that vision into a multi-year roadmap with clear milestones, requirements, and organizational accountability.
The successful candidate will own the process from customer engagement to customer retention and coordinate the activities of the organization to drive the strategic and tactical execution of the vision.
Accountability:Customer Experience:- Own the customer segmentation framework aligned with the broader H&W strategy
- Responsible for the E2E customer experience spanning prospect engagement, scale up, onboarding, order to delivery, and ongoing support to identify all friction points, improvement opportunities and resolution.
- Lead periodic strategic reviews with stakeholders, presenting the state of customer experience, transformation progress, and improvement recommendations.
Internal Team Alignment:- Serve as primary point of contact to align on process utilized to support customers within organization
- Design and implement clear escalation pathways that route customer-impacting issues across all functions with defined parameters.
- Lead process improvement initiatives targeting the highest-impact friction points in the customer experience from onboarding to ongoing partnership.
- Standardize communication protocols to ensure customers receive proactive, clear, and consistent messaging to support each customer segment.
Customer Retention and Revenue Growth:- Responsible for all activities related to communicating the voice of the customer within the organization
- Support the commercial organization with reporting and recommendations on growing with customers.
- Partner with Sales to develop joint strategic account plans that identify expansion opportunities, cross-sell pathways, and at-risk accounts requiring proactive intervention.
Team Leadership:- Lead and mentor the organization, teams and individuals on customer experience
- Responsible for building the organization aligned with the strategy in supporting customer segments
Job Profile:
Education- Minimum - Bachelor's degree in Sciences, Business, Finance, or a related field.
- Preferred - MBA or advanced degree preferred.
Experience- 15+ years of progressive leadership experience in customer experience, account management, or commercial operations, with at least 5 years in a leadership role overseeing CX
- Demonstrated success leading CX transformation in large, complex, matrixed organizations-preferably in Health & Wellness industry, contract manufacturing, and/or specialty ingredients
- Experience in the dietary supplement, nutrition, or health and wellness ingredient industry
Specific skills- Proven ability to drive cross-functional alignment across entire organization Commercial and , Operations, Quality, Supply Chain, and Finance with both influence and formal governance authority
- Operational knowledge of end-to-end customer journeys in manufacturing/B2B environment
- Operational discipline-comfort operating at both the strategic and tactical levels, with a willingness to dig into processes, systems, and frontline execution when needed
- Proven track record of successfully managing diverse responsibilities and delivering financial results in a fast-paced, dynamic business environment.
- Strong leadership and influencing skills, with the ability to collaborate effectively across functions and drive initiatives to achieve strategic objectives.
- Highly organized, detail-oriented, and able to manage multiple priorities simultaneously while meeting deadlines.
Excited about this role but don't think you meet every requirement listed? We encourage you to apply anyway. You may be just the right candidate for this role or another one of our openings.
REF:112899BR
Benefits and Perks Enriching the quality of life for the world begins by taking care of our colleagues. In addition to competitive pay, we support your diverse needs with a comprehensive total rewards package to enhance your well-being, including:
- Physical wellness - medical/Rx, dental, vision and on-site wellness center access or gym reimbursement (as applicable).
- Financial wellness - flexible spending accounts, health savings account, 401(k) with matching contributions and cash balance plan, discounted employee stock purchasing program, life insurance, disability, workers' compensation, legal assistance, identity theft protection.
- Mental and social wellness - Employee Assistance Program (EAP), Employee Resource Groups (ERGs) and Colleague Giving Programs (ADM Cares).
Additional benefits include:
- Paid time off including paid holidays.
- Adoption assistance and paid maternity and parental leave.
- Tuition assistance.
- Company-sponsored training and development resources, such as LinkedIn Learning, language training and mentoring programs.
*Benefits may vary for bargained locations, confirm benefit eligibility with your recruiter.
Base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. Hourly and salaried non-exempt employees will also be paid overtime pay when working qualifying overtime hours.
If hired, employees will be in an "at-will position" and the Company reserves the right to modify base pay (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.
The pay range for this position is expected to be between:
