Customer Experience Manager

Customer Experience Manager

Position Overview

The Customer Experience Manager (CEM) serves as the primary day-to-day relationship owner and commercial steward for an assigned portfolio of customers within the company’s contract manufacturing (CDMO) business.

As a desk-based extension of the Sales organization, the CEM manages the full customer lifecycle, including order execution, project coordination, issue resolution, customer communication, and account development. This position is responsible for building strong, consultative customer relationships while identifying and pursuing opportunities to increase revenue and strengthen long-term partnerships.

The CEM works closely with customers ranging from planners and R&D contacts to brand and procurement leadership and serves as the primary internal advocate for customer satisfaction, retention, service excellence, and profitable growth.

Salary & Schedule

• Salary: $55,000–$65,000 annually DOE
• Schedule: 1st Shift, Monday–Friday, 8:00 AM–5:00 PM

Essential Functions, Duties & Responsibilities

Account Ownership & Customer Experience

• Serve as the primary point of contact and trusted liaison for assigned customer accounts.
• Manage the customer experience from order receipt through on-time, in-full delivery.
• Own end-to-end order and reorder management, including the creation and maintenance of open-order reports.
• Coordinate customer-facing projects such as reformulations, fragrance or shade extensions, packaging changes, and new product introductions.
• Partner with R&D, Quality, Planning, Operations, and other internal teams to ensure customer projects are executed successfully.
• Collect, validate, and communicate customer forecasts to Planning and S&OP teams.
• Monitor forecast accuracy and proactively identify risks that could impact supply continuity.
• Lead recurring customer meetings and business reviews, ensuring follow-up actions are completed.
• Proactively communicate order status, service issues, supply concerns, and other matters that may impact the customer relationship.

Commercial Ownership & Account Growth

• Own revenue and gross margin performance for an assigned book of business.
• Monitor account volume, pricing, margin trends, and key business drivers.
• Identify and develop organic growth opportunities within existing accounts, including:
• • Increased volume
  • New SKUs
  • Product and line extensions
  • Cross-site opportunities
  • Additional manufacturing opportunities across company locations
• Manage the account opportunity pipeline within the CRM.
• Monitor account health and identify competitive, retention, and churn risks.
• Partner with Sales and Business Development teams to develop and close growth opportunities.
• Communicate and negotiate Annual Pricing Updates (APUs) within established guidelines.
• Support RFQ/RFP responses and pricing strategies.
• Maintain a working knowledge of customer contracts and commercial agreements.
• Proactively monitor contract renewal timing and identify potential contractual risks.
• Prepare and present periodic Quarterly Business Reviews (QBRs), including volume trends, service performance, account health, and growth opportunities.
• Maintain working knowledge of MSAs, pricing agreements, minimum order quantities (MOQs), rebates, and other key commercial terms.

Cross-Functional Leadership

• Serve as the primary customer liaison across internal departments.
• Coordinate cross-functional communication, issue resolution, and execution of customer commitments.
• Ensure customer needs are clearly communicated and addressed in a timely manner.
• Mentor and provide day-to-day guidance to Associate Customer Experience Managers supporting shared accounts.

Required Knowledge, Skills & Competencies

• Strong business and financial acumen, with the ability to understand gross margin, pricing, forecasting, and account performance data.
• Consultative, relationship-focused selling skills with the ability to identify and develop growth opportunities within existing accounts.
• Excellent verbal and written communication skills.
• Strong customer service, relationship management, and problem-solving abilities.
• Ability to negotiate pricing and contract terms within established company guidelines.
• Proficiency with Microsoft Excel, including pivot tables and formulas.
• Experience using CRM, ERP, and/or order management systems.
• Strong organizational and time-management skills with the ability to manage multiple accounts and competing priorities.
• Ability to work effectively in a fast-paced, deadline-driven environment.
• Strong situational awareness, decision-making, and judgment when managing time-sensitive or ambiguous situations.
• Ability and willingness to travel occasionally to company manufacturing sites or customer locations as needed.

Industry & Work Experience

• 5 years of experience in customer service, account management, inside sales, customer experience, or a related field.
• Demonstrated experience managing a revenue- or margin-accountable book of business preferred.
• Experience in contract manufacturing (CDMO), cosmetics/personal care, pharmaceutical, or related B2B manufacturing strongly preferred.
• Familiarity with FDA, ISO 22716, or other cosmetic quality and regulatory environments is a plus.
• Demonstrated ability to manage customer relationships involving pricing negotiations, forecast variability, supply constraints, and service challenges.
• Proven track record of building long-term customer relationships and identifying account growth opportunities.

Education

• Bachelor’s degree preferred.
• Equivalent combination of education and relevant professional experience will be considered.

Physical & Mental Requirements

• Frequently required to sit, stand, walk, and reach with hands and arms.
• Constantly required to use hands for keyboarding, typing, handling materials, and manipulating objects.
• Must have sufficient speech and hearing abilities to understand verbal instructions and communicate effectively in person, by telephone, and through email.
• Ability to lift and/or move up to 15 pounds frequently and occasionally up to 50 pounds.
• Must be able to effectively manage multiple priorities, deadlines, customer needs, and changing business conditions.