Senior Manager, Customer Experience, Supply Chain

Job Title: Senior Manager, Customer Experience, Supply Chain

City, Country: Shanghai, China

Your key responsibilities

Champion opportunities to consistently Improve the DSM-Firmenich super customer experience
Act as one of the China key stakeholders in global CX project, leading China CX team drive CN digitalization transformation activities journey
Strategic planning of customer experience function long-term development and implementation
Drive systematic SOP framework and performance measurement with high performing team
Map the segmented customer journey and identify opportunities to proactively increase valued customer satisfaction, analyze customer service issues and drive service level improvements
Drive change and continuous improvement throughout the customer experience organization Guide team in effective client issues resolution and handle any escalations
Define and implement standards/procedures for ensuring optimal segmented customer experience

We offer

Creative mindset to inspire our customers and consumers worldwide.
Competitive base salary, variable compensation plans such as profit sharing (prime) and an enviable set of benefits.
Leadership, training and development.
Being a privately-owned company, we have a history of taking risks, which can lead to innovation and breakthroughs. Our independence gives us the freedom to control our destiny.

You bring

A minimum of a Bachelor's degree in Business Administration, Psychology, Foreign language or Public relations is required. An MBA or a Master in Public relations or Psychology is highly preferred.
Hands on working experience with daily customer management in consumer industry / MNC is required.
8+ years of Customer experience in Supply Chain or Commercial department
Self-driver and business result-orientated
Must have basic knowledge of planning (DP / BP / MPP / PP) , T&D and production, understanding of end to end supply chain interactions and interdependencies
Prior experience in managing by influence across multiple teams/groups across an organization is required
Background in process improvements, transformation or driving of valued customer experience initiatives or work experience in consumer industry would be an added advantage
Experience working with plants and divisions located globally is required
Process Excellence/Six Sigma training and/or certification experience is preferred

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.

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.