Customer Experience Manager

Job title – Customer Experience Manager (B2B)

Location – Barcelona, Spain

Job model – Hybrid

We are looking for an experienced supply chain professional with customer-centric mindset, great communication skills and a knack for problem-solving to join our diverse CX team based in Barcelona. In this role you will be responsible to orchestrate the end-to-end experience of several key global accounts, ensuring high level of customer satisfaction and alignment with key objectives. Capacity planning and inventory management are a key part of the role. 

 If you are a dynamic leader who ensures value creation and objectives completion in a fast-paced environment, while being passionate about talent development and teamwork, this is your opportunity to elevate your career to the next level!

At dsm-firmenich, being a force for good is not optional. Diversity, Equity & Inclusion is a shared responsibility woven into our daily work, benefiting to our People, Customers & Communities and driving business value. Equal access to opportunities is a given, belonging is a shared feeling, authenticity is celebrated.

Your key responsibilities

• Lead a team of Customer Experience/Capacity Planning professionals to drive delivery of exceptional service in alignment with business priorities
• Develop strong collaborative relationships with Customers, Business and other stakeholders, while ensuring strategy execution, team engagement and process adoption
• Utilize data to optimize performance and drive operational stability; KPIs monitoring and action plans to address inefficiencies
• Manage inventory levels of Finished Goods to maintain adequate supply while holding healthy inventory levels. Reduce slow-moving stocks and waste
• Optimize capacity planning for assigned accounts to meet delivery demands efficiently, in accordance with Company objectives and expected service levels
• Lead performance reviews with selected customers

We bring

• A space to grow by encouraging and supporting curiosity and an open mindset;
• A flexible work environment that empowers people to take accountability for their work and own the outcome;
• A firm belief that working together with our customers is the key to achieving great things;
• A culture that prioritizes safety and well-being, both physically and mentally;
• Barrier-free communities within our organization where every employee is equally valued and respected – regardless of their background, beliefs, or identity;

You bring

• A minimum of 5 years experience in customer-facing supply chain management role
• University degree (Master's preferred) in supply chain management, planning or a related field
• Proven ability to multi-task and thrive in a dynamic, fast-paced environment
• Excellent influential and communication skills; ability to coordinate cross-functional teams to resolve complex issues within a designated time frame, including pressure situations
• Strong experience with SAP, Kinaxis is a plus
• Fluency in English

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