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About the Role

This role leads the development and execution of a customer experience strategy to drive satisfaction, retention, and revenue growth. The Senior Manager champions a customer-first culture, oversees a Commercial Enablement Centre, leads the Customer Service organization, and ensures seamless collaboration across departments to deliver a consistent, high-value experience at every touchpoint.

Responsibilities

• Define and execute a comprehensive customer experience strategy aligned with business goals.
• Champion a customer-centric culture and act as a change agent across the organization.
• Analyze customer feedback and data to identify areas for improvement and innovation.
• Identify and implement initiatives that drive customer satisfaction, retention, and loyalty.
• Lead, mentor, and develop a high-performing customer service team.
• Establish and oversee the Commercial Enablement Centre to support cross-functional project transitions and commercial readiness.
• Ensure individuals and teams have the necessary resources, training, and support.
• Collaborate with sales, engineering, quality, product development, and other teams to deliver a seamless end-to-end customer journey.
• Define and enforce service level agreements (SLAs) for all customer-facing interactions.
• Advocate for the customer's perspective within the organization.
• Drive internal alignment and accountability to elevate customer service excellence.
• Build and maintain strong relationships with key customer stakeholders.
• Manage and resolve customer quality issues in collaboration with the Corporate Quality Manager.
• Lead Commercial Enablement and assist with the onboarding of new customers and business transitions.
• Facilitate regular business reviews to ensure ongoing customer satisfaction.
• Refine the Services Matrix and ensure adoption throughout the organization.
• Align service delivery with customer experience strategies through collaboration with frontline service teams.
• Establish and monitor KPIs tied to customer satisfaction, service delivery, and experience outcomes.
• Analyze data to identify trends and areas for improvement.
• Identify and implement process improvements for operational excellence and long-term customer success.
• Annually analyze IRI data to provide insights and trends.
• Lead the quarterly Competitor SWOT review to inform strategy and uncover areas for innovation.
• Facilitate the Customer Satisfaction Survey to strengthen engagement and identify improvement opportunities.

Requirements

• Bachelor’s degree in Business, Engineering, or a related field.
• 10+ years of experience in commercial operations, customer service, or customer-facing leadership roles, preferably in manufacturing or packaging.
• Demonstrated expertise in managing customer relationships, onboarding programs, and resolving complex customer issues.
• Experience in quality issue resolution processes including root cause, CAPA, and customer-facing communication.
• Familiarity with ERP and CRM systems (SAP, Salesforce), and project management tools.
• Exceptional interpersonal, analytical, and cross-functional collaboration skills.

Skills

• Customer Relationship Management
• Strategic Planning and Execution
• Customer Onboarding & Integration
• Cross-functional Collaboration
• Communication & Negotiation
• Team leadership and development
• Continuous Improvement Culture
• Problem solving and Issue resolution
• Market and Competitive insights

Experience Level

• 10+ years of experience

Education Level

• Bachelor’s degree in Business, Engineering, or a related field
• MBA or Six Sigma certification preferred