Sr. Director Customer Experience - Erlanger, KY

Sr. Director Customer Experience - Erlanger, KY
This is an exempt level position.

Position Summary:
The Director, Customer Experience will lead how the organization engages with and supports Flavors customers across the business. This role will drive a consistent, high-quality customer experience across key touchpoints and help shape customer-centric processes aligned to the Flavors strategy.
This leader will be responsible for advancing a seamless and effective customer experience by contributing to the CX vision and translating it into actionable plans, priorities, and improvements. The Director will partner cross-functionally to enhance customer engagement, satisfaction, and retention, ensuring alignment across commercial, operations, and support teams.
The successful candidate will oversee key elements of the customer journey—from initial engagement through long-term partnership—and coordinate cross-functional activities to drive execution of customer experience initiatives.

Job Responsibilities:
Customer Experience:

• Support the development and execution of customer segmentation frameworks aligned with the Flavors business strategy
• Oversee core elements of the end-to-end customer experience, including onboarding, order to delivery, and ongoing support, identifying friction points and improvement opportunities
• Drive continuous improvement initiatives to enhance customer satisfaction and operational efficiency
• Provide regular updates to stakeholders on customer experience metrics, insights, and progress against key initiatives

Cross-Functional Alignment:

• Partner with Commercial, Operations, Supply Chain, Quality, and Finance to align on processes supporting customer needs
• Help establish and maintain clear escalation processes to resolve customer-impacting issues efficiently
• Promote standardized communication practices to ensure consistent, proactive engagement with customers
• Contribute to process optimization efforts across customer-facing workflows

Customer Retention and Growth:

• Champion the voice of the customer by gathering insights and sharing feedback across the organization
• Support Sales with customer-related insights, reporting, and recommendations to enhance growth and retention
• Partner on strategic account planning to identify opportunities for expansion and address potential risks

Team Leadership:

• Lead, develop, and coach a team focused on delivering high-quality customer experience
• Build team capabilities and align resources to support priority customer segments
• Foster a culture of accountability, collaboration, and customer-centric thinking

Requirements:
Education

• Minimum: Bachelor’s degree in Business, Sciences, or related field
• Preferred: MBA or advanced degree

Experience

• 10 years of progressive experience in customer experience, account management, or commercial operations
• 3–5 years of leadership experience managing teams or programs
• Experience working in complex, matrixed organizations; food, beverage, flavors, or ingredients industry preferred
• Exposure to B2B manufacturing environments and customer lifecycle management

Specific Skills

• Strong ability to collaborate across functions and influence without direct authority
• Working knowledge of end-to-end customer journeys in a B2B or manufacturing environment
• Ability to balance strategic thinking with hands-on execution and problem-solving
• Proven track record of delivering results and driving continuous improvement
• Strong organizational and project management skills with attention to detail
• Effective communication and stakeholder management skills