Senior Expert, Regional Customer Experience (m/f/d)

As Senior Expert, Regional Customer Experience (m/f/d), you will serve as a strategic leader responsible for driving customer satisfaction, operational excellence, and continuous improvement across the ISOL region. You will lead a high-performing team to ensure flawless order fulfillment—delivering products on time, in full (OTIF), and in optimal condition—while proactively managing customer relationships and resolving issues with speed and precision.

Your key responsibilities

Regional Customer Experience Leadership: Provide strategic direction and oversight for regional customer experience operations, ensuring alignment with business goals and compliance standards.
Team Management & Development: Lead, coach, and mentor the CX team to drive performance, resolve conflicts, and build a resilient, customer-focused culture. Ensure continuity through backup planning.
Project Management and Cross-Regional/Functional Coordination: Lead integration and transformation projects, balancing priorities and delivering high-quality outcomes on time. Collaborate with Sales, Business, and Planning teams to enable cross-regional capabilities and support commercial growth.
Customer Engagement: Proactively manage open orders, communicate delays, propose alternatives, and support sales teams in payment follow-up and credit limit monitoring. Ensure optimal product allocation and minimize waste.
Productivity Initiatives: Develop and implement CX initiatives to drive efficiency in both regional and cross-regional operations. Work closely with Logistics colleagues to increase synergies, increase service levels and assist in importation/exportation processes.
Performance & KPI Management: Monitor and improve CX KPIs, ensuring service excellence. Manage OTIF and complaint resolution in collaboration with relevant functions, ensuring timely closure.

We offer

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.

You bring

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.

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.

Our application process:

Interested in this position? Please apply via our system adding your Resume in English.

Inclusion, belonging 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.