Customer Experience Manager

Job Title: Customer Experience Supervisor

Location: Pune Type: Permanent, Full-Time Industry: Chemical/Manufacturing

Role Overview

We are seeking a data-driven Customer Experience Supervisor to lead a dynamic team, optimize order management, and elevate customer satisfaction. You will bridge the gap between day-to-day operations and strategic, cross-functional improvements to drive customer loyalty and retention.

Key Responsibilities

• Team Leadership: Lead, coach, and motivate a customer experience team. Set clear goals, manage workload, and serve as an escalation point for complex issues.
• Operational Excellence: Oversee daily operations, ensure SOP adherence, and partner with regional leadership to eliminate process inefficiencies.
• Cross-Functional Collaboration: Partner with Supply Chain, Logistics, Sales, and Quality teams to resolve systemic issues affecting the customer journey.
• Data-Driven Insights: Utilize performance data, trends, and root-cause analysis to optimize service standards and assist in regional resource planning.
• Training & Onboarding: Lead onboarding and continuous skill development, ensuring team proficiency in products, order management, and supply chain fundamentals.

Key Requirements

• Experience: Minimum 8 years in customer service/supply chain within a chemical /manufacturing environment (supporting high-value customers).
• Leadership: At least 3 years of direct people management experience.
• International Client: Managed global clients on day-to-day basis is must.
• Technical Skills: Proficiency in SAP S/4HANA (Order-to-Cash) and Microsoft Power BI.
• Core Competencies: Strong analytical, problem-solving, and communication skills. Ability to navigate global operations and complex organizational structures.
• Education: Bachelor's degree in Business, Supply Chain, or a related field (or equivalent practical experience).
• Languages: Fluent in English and the local language (written and verbal).

Nice-to-Have

• Experience in the chemical industry
• APICS Certification
• Strong understanding of logistics operations.

Work Environment

• Primarily office-based with UK shift, though flexibility for alternative shifts is required to meet global business needs. Minimal travel.