Job Description

Description

We are seeking a Customer Experience Manager to join our dynamic team and lead our customer service functions to drive world-class Net Promoter Score (NPS) results. This role ensures seamless coordination with operations and supply chain for on-time, in-full (OTIF) deliveries, collaborates with quality teams for quick issue resolution, and implements strategies for continuous improvement in customer satisfaction.

Key Responsibilities:

• Collaborate with internal teams working cross-functionally to streamline processes and improve overall customer experience.
• Lead, mentor, and continuously develop team performance by providing regular feedback and fostering a collaborative environment that drives individual and collective growth.
• Retain less than 15% regrettable turnover and a 60% hiring success rate for top talent.
• Oversee order management and provide account support, ensuring the team delivers on a 98% response rate to customers within one business day.
• Champion process improvement and problem solving to optimize service strategies.
• Ensure compliance with all customer contracts and implement periodic audits to maintain standards.
• Drive customer satisfaction and retention, ensuring a Net Promotor Score >50 and a 90 %+ customer retention rate.

Qualifications & Requirements

Education: Bachelor’s degree in Business, Supply Chain Management, or a related field.

Experience: Minimum 5 years in customer service, including 2+ years in leadership, preferably within manufacturing or personal care industries.

Technical Proficiency: 

• Experience with ERP and CRM systems
• Proficiency in Microsoft Word, Excel, and Outlook.

Skills & Competencies:

• Strong customer focus with proactive management of expectations and resolution to issues promptly.
• Process improvement experience leading initiatives for service enhancement.
• Resilient in managing high-pressure situations and delivering quality service under tight timelines 
• Excellent verbal and written communication skills.
• Collaborate and work effectively across teams while prioritizing customer obligations in a fast-paced setting.

Core Values & Culture Fit

Our team operates on a foundation of integrity, teamwork, and relentless problem-solving. The ideal candidate should embody the following values:

• Customer-Centric Mindset: Act as the customer’s eyes, ensuring quality at every step.
• Collaboration & Respect: Foster an inclusive and encouraging work environment.
• Proactive & Solution-Oriented: Always seeking improvements and problem-solving efficiently.
• Accountability & Ownership: Taking full responsibility for commitments and actions.
• Passion & Dedication: Bringing energy and enthusiasm to work every day.

Why Join Us?

We are committed to providing a collaborative and growth-driven work environment within the personal care and home care manufacturing industry. If you thrive in a fast-paced, customer-focused role and want to make a meaningful impact, we’d love to hear from you!