**Job title** – ASSOCIATE MANAGER CUSTOMER EXPERIENCE, EUR **Location** – Barcelona, Spain **Job model** – Hybrid **Fixed contract** Highly customer facing position to balance the company objective of Service, cost and inventory bringing business growth through delivering on customer commitments orchestrating end to end delivery for and with our customers (customer outcome & needs, value creation and business growth). At dsm-firmenich, being a force for good is not optional. Diversity, Equity & Inclusion is a shared responsibility woven into our daily work to not only benefit our People, Customers & Communities but also drive business value. Equal access to opportunities is a given, belonging is a shared feeling, authenticity is celebrated. **Your key responsibilities** + Manage a team of customer experience representatives to drive delivery of exceptional customer service. + Develop strong collaborative customer relationships ensuring the evolution of Customers satisfaction and leadership on action plans as necessary. + Ensure order book management delivering on company revenue goals – RAF (Latest Estimate) month ending. + Ensure adherence to agreed internal routines to achieve strong E2E SC Orchestration and stakeholder engagement. + Utilize data to optimize performance and drive operation stability (workload management & process adherence). + Drive change as a leader and continuous improvement throughout the customer experience organization. + Break down and execute CX strategy ensuring CX team engagement, process adoption and routines. + Improve forecast precision (no forecast / over forecast) for inventory optimization. + Exemplify and drive adherence to quality, safety and compliance standards. + Lead collaborative planning sessions & service reviews with selected customers. + Drive a coaching culture ensuring self and team development. + Continuously embrace customer feedback to balance customer needs create value and business growth. + Oversee the entire customer journey effectively capturing and deploying customer value and driving continuous improvement. + Facilitate negotiation of customer SLAs to ensure alignment on service expectation and performance metrics. + Optimize the seamless order process, continuously driving improvement and corrective action during pre-order phase. **You bring** **Education and Experience:** + Bachelor’s degree in supply chain management, logistics, business administration or a related field + 3 to 5 years of experience in customer service and/or order management + Previous experience as supervisory/managerial + Advanced level of English + Excellent communication skills and team spirit + Knowledge of MS Office applications, SAP and Customer Relationship Management (CRM) is a plus **Leadership & Values behaviors:** + Partnering and Collaborating + Building Client Intimacy + Influencing & Persuading + Communication & Active Listening + Data-driven decision-making + Results-oriented + Emotional Intelligence + Strategic mindset + Problem solving + Entrepreneurial + Efficiency Management **The application process** Interested in this position? Please apply on-line by uploading your resume in English via our career portal. **Equal Opportunities Commitment** dsm-firmenich is fully dedicated to inclusion because when people feel engaged and empowered, their creativity and innovation drives unprecedented progress. We aim to build a workplace where opportunity really is equal, so everyone can thrive. We do not discriminate -there’s a place for everyone at dsm-firmenich. As a committed equal opportunity employer, we ensure our recruitment practices are inclusive and fair. We encourage the recruitment of a diverse workforce, representative of the communities in which we work, by using inclusive language, diverse interview panels, and diversified sourcing strategies. Selection is based on qualifications, competency, experience, performance history and fit with the team to advance fair and equitable opportunity. Employment decisions are based upon job-related reasons regardless of an applicant's race, color, ethnicity, national origin, religion, gender, gender identity or expression, sexual orientation, age, disability, backgrounds, genetic information, protected veteran status, or any other status protected by law. We are committed to providing reasonable support for disabled applicants in our recruiting process. Should you need assistance, and are comfortable to share this, please let us know. **About dsm-firmenich** As innovators in nutrition, health, and beauty, dsm-firmenich reinvents, manufactures, and combines vital nutrients, flavors, and fragrances for the world’s growing population to thrive. With our comprehensive range of solutions, with natural and renewable ingredients and renowned science and technology capabilities, we work to create what is essential for life, desirable for consumers, and more sustainable for the planet. dsm-firmenich is a Swiss-Dutch company, listed on the Euronext Amsterdam, with operations in almost 60 countries and revenues of more than €12 billion. With a diverse, worldwide team of nearly 30,000 employees, we bring progress to life™ every day, everywhere, for billions of people. www.dsm-firmenich.com Pease note this is a direct search led by dsm-firmenich. We only accept applications from candidates, not from agencies nor subject to agency’s fees, percentages or similar.