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Job ID:  75543
Date:  May 9, 2025
Hybrid (Company Facility + Home Office)
Job function:  Supply Chain Management
Experience level:  Experienced Hire
Business:  TTH Operations

Lead Expert, CX

Lead Expert, CX
Shanghai, China
Hybrid
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We’re looking for a passionate and detail-oriented leader to join us as Lead Expert – Customer Experience (CX). In this key role, you’ll guide the CX team to ensure seamless order fulfillment and on-time, in-full delivery to our customers—every time. You’ll be the regional champion for Order to Cash (OTC) excellence, driving efficient processes, proactive communication, and customer satisfaction across the value chain. As both a problem-solver and coach, you’ll support internal and external stakeholders while training others on OTC systems and best practices. This is a high-impact opportunity for someone ready to lead with purpose and deliver exceptional customer experience at scale.

 

Your Key Responsibilities

  • Lead and manage the regional Customer Experience team to ensure timely, accurate, and complete order fulfillment (OTIF) with a strong focus on customer satisfaction.
  • Own the end-to-end order management process, ensuring all orders are processed correctly, efficiently, and in alignment with OTC guidelines.
  • Act as the regional ambassador for Order to Cash (OTC) initiatives, driving adoption and continuous improvement of OTC principles and practices.
  • Proactively manage customer communications, addressing any issues or complaints swiftly to maintain high service levels and positive relationships.
  • Deliver training and support to internal teams on OTC systems, processes, and best practices, ensuring consistency and knowledge-sharing across the region.
  • Collaborate cross-functionally with supply chain, sales, logistics, and finance to resolve order-related challenges and enhance the overall customer experience.

 

We Offer

  • Leadership Opportunity – Play a key role in shaping and executing the CX agenda across a dynamic, high-growth region.
  • Regional Scope & Impact – Lead operations across China, with visibility and influence at the senior leadership level.
  • Professional Growth – Access to career development programs, leadership training, and opportunities for advancement within a global organization.
  • Collaborative Culture – Join a team that values innovation, transparency, and cross-functional collaboration.
  • Growth that keeps up with you – you join an industry leader that will develop your expertise and leadership
  • Autonomy & Empowerment – Operate with a high degree of ownership and decision-making authority to drive real results.

 

You Bring

  • Proven CX leadership experience in China , with a strong track record in improving customer experience
  • Ability to translate business objectives into effective Customer experience plans.
  • Strong analytical and problem-solving skills to drive operational efficiency and continuous improvement.
  • Excellent stakeholder management and communication, both internally and with external partners.
  • Good understanding of OTC processes
  • Leadership capability to build, inspire, and develop a high-performing CX team.

 

About dsm-firmenich
At dsm-firmenich, we don’t just meet expectations – we go beyond them. 
Join our global team powered by science, creativity, and a shared purpose: to bring progress to life.
 
From elevating health to making fortified food and sustainable skincare, the impact of your work here will be felt by millions – every single day. Whether it’s fragrance that helps you focus, alternative meat that’s better for the planet, or reducing sugar without losing flavor, this is where you help shape the future of nutrition, health, and beauty for everyone, everywhere.

And while you’re making a difference, we’ll make sure you’re growing too. With learning that never stops, a culture that lifts you up and the freedom to move across businesses, teams, and borders. Your voice matters here. And your ideas? They’re essential to our future. 

Because real progress only happens when we go beyond, together.

 

DEI and equal opportunity statement
At dsm-firmenich, we believe being a force for good starts with the way we treat each other. When people feel supported, included, and free to be themselves, they do their best work – and that’s exactly the kind of culture we’re building. A place where opportunity is truly equal, authenticity is celebrated, and everyone has the chance to grow, contribute, and feel they belong.

We’re proud to be an equal opportunity employer, and we’re serious about making our hiring process as fair and inclusive as possible. From inclusive language and diverse interview panels to thoughtful sourcing, we’re committed to reflecting the world we serve.

We welcome candidates from all backgrounds — no matter your gender, ethnicity, sexual orientation, or anything else that makes you, you.

And if you have a disability or need any support through the application process, we’re here to help – just let us know what you need, and we’ll do everything we can to make it work.

 

Agency statement 
We’re managing this search directly at dsm-firmenich. If you’re applying as an individual, we’d love to hear from you. We’re not accepting agency submissions or proposals involving fees or commissions for this role.

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