CX Manager APAC & IMEA

As a Customer Experience Manager you will play a pivotal role in executing our strategy to maximize customer value creation and enhance customer intimacy through innovation and problem-solving. This role translates Lubrizols customer experience strategy into measurable outcomes ensuring consistent high quality service delivery across the order to cash life cycle. You will lead and develop a high-performing team influence cross functional partners and ensure customer experience operations directly support enterprise objectives customer intimacy and Lubrizols commitment to being a supplier of choice.

Responsibilities:

Performance-Driven Leadership & Team Management

• Own and lead working sessions to effectively root cause with cross functional partners implementing solutions to improve customer satisfaction and improve KPIs.
• Set clear expectations performance objectives and operating rhythm to ensure consistent execution across teams.
• Monitor review and act on performance results closing gaps and driving measurables sustained improvements.
• Serve as the senior escalation point for high impact or strategic customer issues ensuring timely resolution and strong customer outcomes.
• Monitor and track performance across team identifying trends gaps and opportunities for improvement
• Actively strengthen cross functional collaboration to ensure the customer experience function operates as an integrated high impact partner to the business.

Operational Excellence & Continuous Improvement

• Own customers experience operational performance including order management issue resolution customer communications and service execution.
• Drive reductions in inefficiency improvements in order accuracy and enhanced service reliability while ensuring strict adherence to established processes and controls.
• Partner with Supply Chain Manufacturing Planning and other stakeholders to ensure material availability seamless order execution and proactive issue resolution.
• Lead weekly S&OE meetings with commercial and supply chain to review KPIs align on supply/demand imbalances identify risks and drive cross functional decision making.
• Ensure process controls are conducted and completed in accordance with global narratives and policies.
• Establish and leverage KPIs to own assess and improve customer experience outcomes reinforce Lubrizols commitment to customer intimacy.
• Use trend analysis and operational insights to inform staffing models process enhancement and investment opportunities.
• Proactively identify risks opportunities and performance trends translating insights into actionable improvements
• Embed a customer first mindset across the team ensuring responsive transparent and effective engagement with customers.
• Partner closely with Sales to strengthen customer relationships anticipate evolving needs and enhance Lubrizols competitive positioning.

Strategic Collaboration & Compliance

• Act as a strategic leader and advocate for the customer experience function ensuring alignment with enterprise priorities and cross functional initiatives.
• Ensure customer experience practices comply with contractual obligations regulatory requirements trade compliance and company policies
• Own execution of month-end close activities within the team ensuring compliance with internal controls and financial reporting standards.
• Lead teams through change management of new policies tools and resources including commercial and supply chain.
• Represent customer experience in cross functional initiatives governance forums and transformational programs and ensuring customer voice is reflected in decision making.

Requirements:

Education:

• Bachelors degree in a relevant field such as Supply Chain Engineering Chemistry Business or a related field.

Experience:

• 10 years of experience in Customer Service Supply Chain or Sales.
• 5 years of proven leadership experience demonstrating a track record of driving high performance and continuous improvement.

Skills and Competencies:

• Strong ability to analyze data identify performance gaps and implement solutions to optimize customer service and order management efficiency.
• Exceptional communication and presentation skills with the ability to engage and influence stakeholders at all organizational levels.
• Highly process-oriented possessing a proactive problem-solving mindset and a passion for continuous improvement.

Considered a Plus:

• Strong understanding of Lubrizols product portfolio applications and technology in the areas they support.
• Experience working in a global matrixed organization with exposure to international operations and supply chain networks.
• Direct experience in customer engagement issue resolution and service optimization.
• Familiarity a preference for deeper knowledge in the following:
  • SAP S/4HANA (Order-to-Cash Supply Chain modules)
  • SAP Analytics and Business Objects
  • Microsoft Power BI for data visualization and KPI tracking
• APICS certification

Work Environment:

• Office based
• Standard office hours occasional overtime may be required

Travel:

• Minimal travel may be required for training meetings or customer visits. Any travel requirements will be communicated in advance and will adhere to company travel policies.

Lubrizol: Imagined for Life. Enabled by Science. Delivered by You. For nearly 100 years The Lubrizol Corporation a Berkshire Hathaway company has been at the forefront of innovation to enhance everyday life advance mobility and make the modern world work better. Our specialty chemistry solutionsfrom engine oils performance coatings and skincare to medical devices and plumbing systems are powered by the expertise passion and commitment of people like you. We tackle the worlds toughest challenges with science-based solutions deeply understanding our customers to deliver innovative chemistry and differentiated value. Our inclusive culture dedication to safety and incredible global talent drive our success. Our solutions meet the evolving needs of the modern worldbrought to life by science and most importantly delivered by you. Whether youre in the lab on the production floor or in the office youll be part of a team around the world that empowers you to think boldly drive results and contribute to solutions that shape a better more sustainable future. We win because of you. Lets build the future together.