Lead Expert, Regional Customer Experience, ISOL

dsm-firmenich; Delft; On-site; EUR 110,000 - 170,000; Full time

Job summary

dsm‑firmenich is seeking a Lead Expert for Regional Customer Experience in Delft. You will lead a regional CX team, translating global strategy into regional priorities to enhance end-to-end order management and proactive service.

This role emphasizes customer focus, collaboration across functions, and driving improvements in service reliability and digital adoption. Ideal candidates bring 10+ years in CX/OC/SC roles, strong leadership, and a passion for continuous improvement in a matrix

Qualifications

• 10+ years of experience in Customer Experience, Order-to-Cash, Supply Chain, Logistics, or Commercial Operations in regional or international settings.
• Proven people leadership, with 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 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, change-oriented leadership style, with energy to drive adoption, automation, e-commerce growth.
• Experience in Food and Beverage market is a plus.

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.

Skills

Leadership

Customer Experience

Order-to-Cash

Supply Chain

Analytics

SAP

KPIs

Stakeholder management

Tools

SAP

Job description

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 service. In this Lead Expert role, you’ll 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

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, 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.