Senior Director, Customer Experience - Biotics - Kennesaw, GA

Senior Director, Customer Experience – Kennesaw, GA

Scope

The Customer Experience Leader will be responsible for how the organization interacts and supports Health & Wellness (H&W) customers globally.

This leader will be responsible for creating a seamless customer experience. Will own the enterprise CX vision for H&W globally and is responsible for translating that vision into a multi-year roadmap with clear milestones, requirements, and organizational accountability.

The successful candidate will own the process from customer engagement to customer retention and coordinate the activities of the organization to drive the strategic and tactical execution of the vision.

Accountability

Customer Experience:

• Own the customer segmentation framework aligned with the broader H&W strategy
• Responsible for the E2E customer experience spanning prospect engagement, scale up, onboarding, order to delivery, and ongoing support to identify all friction points, improvement opportunities and resolution.
• Lead periodic strategic reviews with stakeholders, presenting the state of customer experience, transformation progress, and improvement recommendations.
  
  

Internal Team Alignment:

• Serve as primary point of contact to align on process utilized to support customers within organization
• Design and implement clear escalation pathways that route customer-impacting issues across all functions with defined parameters.
• Lead process improvement initiatives targeting the highest-impact friction points in the customer experience from onboarding to ongoing partnership.
• Standardize communication protocols to ensure customers receive proactive, clear, and consistent messaging to support each customer segment.
  
  

Customer Retention and Revenue Growth:

• Responsible for all activities related to communicating the voice of the customer within the organization
• Support the commercial organization with reporting and recommendations on growing with customers.
• Partner with Sales to develop joint strategic account plans that identify expansion opportunities, cross-sell pathways, and at-risk accounts requiring proactive intervention.
  
  

Team Leadership:

• Lead and mentor the organization, teams and individuals on customer experience
• Responsible for building the organization aligned with the strategy in supporting customer segments
  
  

Job Profile:

Education

• Minimum – Bachelor's degree in Sciences, Business, Finance, or a related field.
• Preferred – MBA or advanced degree preferred.
  
  

Experience

• 15 years of progressive leadership experience in customer experience, account management, or commercial operations, with at least 5 years in a leadership role overseeing CX
• Demonstrated success leading CX transformation in large, complex, matrixed organizations—preferably in Health & Wellness industry, contract manufacturing, and/or specialty ingredients
• Experience in the dietary supplement, nutrition, or health and wellness ingredient industry
  
  

Specific Skills

• Proven ability to drive cross-functional alignment across entire organization Commercial and , Operations, Quality, Supply Chain, and Finance with both influence and formal governance authority
• Operational knowledge of end-to-end customer journeys in manufacturing/B2B environment
• Operational discipline—comfort operating at both the strategic and tactical levels, with a willingness to dig into processes, systems, and frontline execution when needed
• Proven track record of successfully managing diverse responsibilities and delivering financial results in a fast-paced, dynamic business environment.
• Strong leadership and influencing skills, with the ability to collaborate effectively across functions and drive initiatives to achieve strategic objectives.
• Highly organized, detail-oriented, and able to manage multiple priorities simultaneously while meeting deadlines.
  
  

Excited about this role but don’t think you meet every requirement listed? We encourage you to apply anyway. You may be just the right candidate for this role or another one of our openings.

ADM requires the successful completion of a background check.

REF:112899BR