Regional CX Lead - End-to-End Customer Experience

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

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