Lead Expert, Regional Customer Experience, ISOL

Job title Lead Expert Regional Customer Experience ISOL

Location Delft The Netherlands

Inspire a dynamic regional CX team delivering customer excellence across end-to-end order management and proactive this Lead Expert role youll shape a customer-centric culture strengthen operational performance and turn collaboration digital adoption and service reliability into meaningful impact for customers their businesses and your leadership career.

Your 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 create better 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 to elevate the customer journey and enable sustainable growth.

We offer

• A unique career path in health nutrition and beauty with the support to explore what drives you and grow your leadership impact.
• The opportunity to shape customer experience for leading food and beverage businesses through our Ingredient Solutions portfolio.
• Meaningful work with real impact helping customers serve millions of consumers every day while sustainability is embedded in how we work.
• A science-led innovation-driven environment where customer needs digital progress and operational excellence come together.
• A culture that lifts you up with collaborative teams shared wins and people who support each other to succeed.
• A community where your voice matters because listening partnership and diverse perspectives help us serve customers better.

You bring

• 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 with the ability to inspire coach develop and manage performance in customer-facing teams.
• Strong customer-centric mindset with the confidence to lead service reliability escalations and end-to-end customer outcomes.
• 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.
• Digital curious and change-oriented leadership style with the energy to drive adoption automation e-commerce growth and better ways of working.
• Experience in Food and Beverage market is a plus.

About dsm-firmenich


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 its fragrance that helps you focus alternative meat thats 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 youre making a difference well make sure youre 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 Theyre essential to our future.

Because real progress only happens when wego beyond together.

Our application process

Interested in this position Please apply online by uploading your resume in English via our career portal. Due to privacy regulations we can only actively interact with applications via our career portal.

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 thats exactly the kind of culture were building. A place where opportunity is truly equal authenticity is celebrated and everyone has the chance to grow contribute and feel they belong.
Were proud to be an equal opportunity employer and were serious about making our hiring process as fair and inclusive as possible. From inclusive language and diverse interview panels to thoughtful sourcing were 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 were here to help just let us know what you need and well do everything we can to make it work.

Agency Statement

Were managing this search directly at dsm-firmenich. If youre applying as an individual wed love to hear from you. Were not accepting agency submissions or proposals involving fees or commissions for this role.