What are the responsibilities and job description for the CUSTOMER EXPERIENCE MANAGER position at FRAGRANCE MANUFACTURING INC?
Description
We are seeking a Customer Experience Manager to join our dynamic team and lead our customer service functions to drive world-class Net Promoter Score (NPS) results. This role ensures seamless coordination with operations and supply chain for on-time, in-full (OTIF) deliveries, collaborates with quality teams for quick issue resolution, and implements strategies for continuous improvement in customer satisfaction.
Key Responsibilities:
- Collaborate with internal teams working cross-functionally to streamline processes and improve overall customer experience.
- Lead, mentor, and continuously develop team performance by providing regular feedback and fostering a collaborative environment that drives individual and collective growth.
- Retain less than 15% regrettable turnover and a 60% hiring success rate for top talent.
- Oversee order management and provide account support, ensuring the team delivers on a 98% response rate to customers within one business day.
- Champion process improvement and problem solving to optimize service strategies.
- Ensure compliance with all customer contracts and implement periodic audits to maintain standards.
- Drive customer satisfaction and retention, ensuring a Net Promotor Score >50 and a 90 % customer retention rate.
Qualifications & Requirements
Education: Bachelor’s degree in Business, Supply Chain Management, or a related field.
Experience: Minimum 5 years in customer service, including 2 years in leadership, preferably within manufacturing or personal care industries.
Technical Proficiency:
- Experience with ERP and CRM systems
- Proficiency in Microsoft Word, Excel, and Outlook.
Skills & Competencies:
- Strong customer focus with proactive management of expectations and resolution to issues promptly.
- Process improvement experience leading initiatives for service enhancement.
- Resilient in managing high-pressure situations and delivering quality service under tight timelines
- Excellent verbal and written communication skills.
- Collaborate and work effectively across teams while prioritizing customer obligations in a fast-paced setting.
Core Values & Culture Fit
Our team operates on a foundation of integrity, teamwork, and relentless problem-solving. The ideal candidate should embody the following values:
- Customer-Centric Mindset: Act as the customer’s eyes, ensuring quality at every step.
- Collaboration & Respect: Foster an inclusive and encouraging work environment.
- Proactive & Solution-Oriented: Always seeking improvements and problem-solving efficiently.
- Accountability & Ownership: Taking full responsibility for commitments and actions.
- Passion & Dedication: Bringing energy and enthusiasm to work every day.
Why Join Us?
We are committed to providing a collaborative and growth-driven work environment within the personal care and home care manufacturing industry. If you thrive in a fast-paced, customer-focused role and want to make a meaningful impact, we’d love to hear from you!
Affirmative Action/EEO Statement
FMI is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based on race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. You may view our Equal Employment Opportunity notice upon request.
EOE, M/F/D/V.