Job DescriptionSr. Director Customer Experience - Erlanger, KYThis is an exempt level position.
Position Summary:The Director, Customer Experience will lead how the organization engages with and supports Flavors customers across the business. This role will drive a consistent, high-quality customer experience across key touchpoints and help shape customer-centric processes aligned to the Flavors strategy.
This leader will be responsible for advancing a seamless and effective customer experience by contributing to the CX vision and translating it into actionable plans, priorities, and improvements. The Director will partner cross-functionally to enhance customer engagement, satisfaction, and retention, ensuring alignment across commercial, operations, and support teams.
The successful candidate will oversee key elements of the customer journey-from initial engagement through long-term partnership-and coordinate cross-functional activities to drive execution of customer experience initiatives.
Job Responsibilities:Customer Experience:
- Support the development and execution of customer segmentation frameworks aligned with the Flavors business strategy
- Oversee core elements of the end-to-end customer experience, including onboarding, order to delivery, and ongoing support, identifying friction points and improvement opportunities
- Drive continuous improvement initiatives to enhance customer satisfaction and operational efficiency
- Provide regular updates to stakeholders on customer experience metrics, insights, and progress against key initiatives
Cross-Functional Alignment:- Partner with Commercial, Operations, Supply Chain, Quality, and Finance to align on processes supporting customer needs
- Help establish and maintain clear escalation processes to resolve customer-impacting issues efficiently
- Promote standardized communication practices to ensure consistent, proactive engagement with customers
- Contribute to process optimization efforts across customer-facing workflows
Customer Retention and Growth:- Champion the voice of the customer by gathering insights and sharing feedback across the organization
- Support Sales with customer-related insights, reporting, and recommendations to enhance growth and retention
- Partner on strategic account planning to identify opportunities for expansion and address potential risks
Team Leadership:- Lead, develop, and coach a team focused on delivering high-quality customer experience
- Build team capabilities and align resources to support priority customer segments
- Foster a culture of accountability, collaboration, and customer-centric thinking
Requirements:Education- Minimum: Bachelor's degree in Business, Sciences, or related field
- Preferred: MBA or advanced degree
Experience- 10+ years of progressive experience in customer experience, account management, or commercial operations
- 3-5+ years of leadership experience managing teams or programs
- Experience working in complex, matrixed organizations; food, beverage, flavors, or ingredients industry preferred
- Exposure to B2B manufacturing environments and customer lifecycle management
Specific Skills- Strong ability to collaborate across functions and influence without direct authority
- Working knowledge of end-to-end customer journeys in a B2B or manufacturing environment
- Ability to balance strategic thinking with hands-on execution and problem-solving
- Proven track record of delivering results and driving continuous improvement
- Strong organizational and project management skills with attention to detail
- Effective communication and stakeholder management skills
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:110497BR
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:
