Sr Manager, Global Customer Experience Process Optimization
Sr Manager, Global Customer Experience Process Optimization
Location: Global
We are looking for an enthusiastic and innovative team player, naturally curious and an agile problem-solver, who is passionate about driving the Digital transformation within the Region. Join our Group Supply Chain Customer Experience (CX) Team as a Regional Deployment Lead, based in China, where you will work closely with team members on diverse, cross-functional initiatives that foster growth, engagement, and effective communication across the organization.
At dsm-firmenich people are at the heart of the company. We are committed to equal employment opportunities and value diversity in the workplace.
Your key responsibilities
• Lead SC end to end performance management (at global and regional levels), provide insights, identify risks and issues and support on action plans delivery and resolution
• Collecting and analyzing customer data, feedback, and insights to identify trends, pain points, and opportunities for improvement in the customer experience.
• Collaborating with cross-functional teams to create a seamless and positive customer experience across all touchpoints by identifying areas of improvement and prioritize initiatives
• Monitor and measure success of the CX initiatives to determine whether they are meeting business and customer’s objectives.
• Develop and implement process continuous improvement initiatives within the BU (set BU mindset, global coordination and implementation of the actions identified)
• Responsible for process adherence adoption within the BU and implementation of group standards
• Lead Lean/Kaizen events within the BU, applying the standard methodology
• Identify and apply best practices at regional and global level driving efficiency & harmonization
• Align Digital strategy with Tailored Supply Chain within the BU
• Facilitates the Voice of Customer (VOC) surveys execution defining the improvement plans, realization and execution within the BU
• Lead all transfer activities in collaboration with Shared Services to ensure Global Enterprise Services (GES) adhered to established processes and compliance standards.
We bring
• Join a highly socially and environmentally responsible company
• Work in a global and intercultural environment
• The ability to be a part of a highly creative and imaginative team in an incredibly competitive and inspiring industry
• Creative mindset to inspire our customers and consumers worldwide
• Leadership, learning, training and development plans
• Competitive base salary, variable compensation plans and an enviable set of benefitst.
You bring
• Proven continuous improvement analytical experience from a similar role (+ 5 years) including project management and business analysis
• Educational level: Bachelor degree or aboveExperience in Project Management and out of the box thinking on new solutions to improve the experience of our customers and our Teams
• Experience in Supply Chain Management -- driving transformation with customer focus
• Excellent oral, written and presentation skills in English, with the ability to make the complex understandable and actionable
• Abilities of analysis, organization, presentation, communication and teamwork
• A commitment to teamwork, fostering collaboration and respecting diverse perspectives.
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.
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.