Lead Expert, Regional Customer Experience, ISOL

DSM
Netherlands
Workplace: OnsiteFull timeFunction: Customer Success & Account ManagementExperience: 10+ yearsSkills: ["People leadership","Customer-centric mindset","Influence","Continuous improvement","Cross-functional collaboration"]

Lead and develop a regional customer experience team, translating global CX strategy into measurable regional priorities and routines. Drive end-to-end service reliability, order book discipline, and proactive customer support by partnering across Sales, Planning, Logistics, Quality, and Global CX. Use KPIs, insights, and customer feedback to improve OTIF, backlog, complaints, and digital adoption, while championing continuous improvement, automation, and e-commerce growth.

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FursaFursa
DSM
DSM
2 days ago

Lead Expert, Regional Customer Experience, ISOL

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Last checked: 21 hours agoStatus: Live

Job Summary

Lead and develop a regional customer experience team, translating global CX strategy into measurable regional priorities and routines. Drive end-to-end service reliability, order book discipline, and proactive customer support by partnering across Sales, Planning, Logistics, Quality, and Global CX. Use KPIs, insights, and customer feedback to improve OTIF, backlog, complaints, and digital adoption, while championing continuous improvement, automation, and e-commerce growth.
Location: Netherlands
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Inspire and develop a regional CX team to deliver customer-first, high-performing execution.
  • •Translate global CX strategy into clear regional priorities, routines, and measurable outcomes.
  • •Strengthen end-to-end service reliability, order book discipline, and proactive customer support.
  • •Partner across Sales, Planning, Logistics, Quality, and Global CX to improve customer and business impact.
  • •Use KPIs, insights, and customer feedback to improve OTIF, backlog, complaints, digital adoption, and service performance; champion continuous improvement, automation, and e-commerce growth.

Pay and Benefits

Perks:Learning Budget

Key Requirements

  • •10+ years of experience in Customer Experience, Order-to-Cash, Supply Chain, Logistics, or Commercial Operations in a regional or international environment.
  • •Proven people leadership experience inspiring, coaching, developing, and managing performance in customer-facing teams.
  • •A customer-centric mindset with confidence to lead service reliability and end-to-end customer outcomes and escalations.
  • •Solid understanding of order management, SAP, KPIs, root-cause analysis, business reviews, and continuous improvement.
  • •Ability to influence across Sales, Planning, Logistics, Quality, Global CX, and senior stakeholders in a matrix organization.
Experience:10+ years
Skills:People leadershipCustomer-centric mindsetInfluenceContinuous improvementCross-functional collaboration
Tech Stack:SAPKPIsOrder managementOTIF

Company Brief

DSM
DSM-Firmenich is a global leader in food ingredients, nutrition, fragrances and beauty solutions, formed by the merger of DSM and Firmenich to provide sustainable, science-driven products and services across food, health and personal care industries.
Industry: Chemical Manufacturing
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Headquarters: Geneva, Switzerland
Founded: 2023
WebsiteLinkedIn