Customer Experience Lead — Strategy, Service & Loyalty

Mitsubishi Chemical Group; Chesapeake (VA); Hybrid; USD 128,000 - 147,000; Full time

Benefits offered by this job

Competitive Benefits

Benefits begin on DAY 1!

Employee Assistance Programs

Self-Paced Learning & Development

Job summary

MCA - Alpolic is seeking a Manager, Customer Experience to lead end-to-end customer journeys and optimize service and sales support across departments. The role emphasizes data-driven improvements, cross-functional leadership, and strong customer advocacy within a manufacturing context.

The position requires 7+ years in CX-related roles, 3+ years of management, and working knowledge of SAP and CRM systems. Strategic thinking, vendor coordination, and a customer-centric mindset are essential.

Qualifications

• Bachelor’s Degree in Business Management, Marketing or a related field preferred.
• Equivalent combination of education and experience will be considered.
• 7+ years of experience in Customer Service, Sales Operations, or Customer Experience-focused roles.
• Working knowledge of SAP software, preferably for a manufacturing company.
• 3+ years management experience.

Responsibilities

• Lead, coach, and develop team members, fostering a customer-centric, high-performance culture.
• Provide calm, effective leadership in high-pressure or customer-critical situations.
• Own cross-functional execution to ensure consistent brand voice and customer-centric actions across departments.
• Manage the Customer Service department staff and serve as liaison between Customer Service, Sales, Production, and Marketing.
• Oversee order entry, shipping coordination, scheduling, and delivery communication.
• Coordinate sales and customer requests with production planning to align inventory and delivery.

Skills

Customer service principles

CRM systems

Data analysis

Leadership

Cross-functional collaboration

Microsoft Office

Education

Bachelor’s Degree in Business Management, Marketing or related field

Equivalent combination of education and experience will be considered

Tools

SAP

CRM systems

Job description

MCA - Alpolic is seeking a Manager, Customer Experience to lead end-to-end customer journeys and optimize service and sales support across departments. The role emphasizes data-driven improvements, cross-functional leadership, and strong customer advocacy within a manufacturing context.

The position requires 7+ years in CX-related roles, 3+ years of management, and working knowledge of SAP and CRM systems. Strategic thinking, vendor coordination, and a customer-centric mindset are essential.