Customer Experience Solutions Manager

Overview A senior professional with a passion for delivering exceptional customer experiences is sought after to drive strategic initiatives and optimize operational performance across the supply chain. As a Customer Experience Solutions Manager, you will be responsible for leading cross-functional teams to develop and implement customized solutions that meet the evolving needs of our customers.

Responsibilities Collaborate with key stakeholders to design and execute targeted programs aimed at enhancing customer satisfaction and loyalty

Develop and maintain governance models that ensure seamless partnerships with clients

Establish and track relevant KPIs to measure program effectiveness and identify areas for improvement

Serve as a single point of contact for internal and external customers / stakeholders, providing proactive support and issue resolution

Work closely with business development teams to negotiate supply agreements that align with customer needs and expectations

Coordinate with supply chain managers to address critical issues affecting customer orders and internal processes

Maintain accurate records of customer purchase orders and confirm delivery dates in accordance with production planning

Monitor customer order status and anticipate potential delays, proactively developing solutions to mitigate risks

Identify and anticipate emerging customer needs, proposing innovative solutions to enhance customer experience

Requirements Master's degree in supply chain management or related field

Excellent communication skills (oral and written) in English; proficiency in Spanish and other languages a plus

At least 5 years of experience in supply planning and new product launches, preferably in pharmaceutical FDF companies

Strong proficiency in SAP (APO, SD, MM) and MS Office (Excel, PowerPoint)

Proven leadership and negotiation skills, with ability to implement IT systems

Ability to structure complex information and demonstrate a results-oriented mindset

Familiarity with diverse cultural environments and willingness to adapt to fast-changing settings

Excellent influencing skills across supply chain functions, cross-functional teams, and external customers

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