Manager Customer Success

Galderma is the emerging pure-play dermatology category leader present in approximately 90 countries. We deliver an innovative science-based portfolio of premium flagship brands and services that span the full spectrum of the fast-growing dermatology market through Injectable Aesthetics Dermatological Skincare and Therapeutic Dermatology. Since our foundation in 1981 we have dedicated our focus and passion to the human bodys largest organ - the skin - meeting individual consumer and patient needs with superior outcomes in partnership with healthcare professionals. Because we understand that the skin we are in shapes our lives we are advancing dermatology for every skin story.

We look for people who focus on getting results embrace learning and bring a positive energy. They must combine initiative with a sense of teamwork and collaboration. Above all they must be passionate about doing something meaningful for consumers patients and the healthcare professionals we serve every day. We aim to empower each employee and promote their personal growth while ensuring business needs are met now and into the future. Across our company we embrace diversity and respect the dignity privacy and personal rights of every employee.

At Galderma we actively give our teams reasons to believe in our bold ambition to become the leading dermatology company in the world. With us you have the ultimate opportunity to gain new and challenging work experiences and create an unparalleled direct impact.

Job Title: Manager Customer Success Supply Chain

Location: Ft. Worth TX / (Hybrid)

Job Description:

The Senior Manager of Customer Success leads the design execution and delivery of strategic customer engagement and operational excellence across CPG eCommerce and Prescription/Aesthetics channels. This role oversees customer-facing operations across the entire value chain upstream and downstream ensuring exceptional endtoend support optimizing costtoserve and elevating customer satisfaction and commercial performance. As a key connection point between customers and internal partners the position drives collaborative initiatives ensures solution adoption and strengthens longterm partnerships through sophisticated crossfunctional collaboration with Sales Supply Chain Marketing and Quality.

Key Responsibilities

• Serve as the senior relationship leader for CPG eCommerce and prescription/aesthetic customers building deep partnerships based on understanding customer strategies and priorities.

• Lead customer-facing execution across the full value chain including forecast alignment demand planning commercialization inputs fulfilment logistics and returns.
• Develop and execute customer-specific supply chain strategies that improve availability cost-to-serve and operational performance.
• Partner with digital commerce and marketplace teams to ensure strong operational performance across DTC and omnichannel environments.
• Lead coach and develop a highperforming team responsible for customer operations strategy and service delivery.
• Monitor key digital operations metrics and lead cross-functional actions to optimize customer experience and performance across online channels.
• Support commercial growth through alignment on product launches promotions and channel initiatives across mass specialty DTC and aesthetic businesses.
• Integrate omnichannel and eCommerce operational requirements into forecasting fulfillment content readiness and postpurchase workflows.
• Manage departmental budgets and allocate resources to support operational performance customer needs and business priorities.

Skills & Qualifications

• Bachelors degree in Business Supply Chain Logistics or a related field required; Masters degree (MBA) preferred.
• 5 years of progressive experience in Customer Success Customer Operations Customer Service Supply Chain or Account Management within CPG pharmaceutical/prescription beauty health/wellness eCommerce or aesthetics industries.
• 3 years of people management experience required with proven ability to lead teams and cross-functional project groups including non-direct reports.
• Strong knowledge of CPG industry principles retail operations eCommerce ecosystems and regulated product requirements such as PDMA.
• Demonstrated ability to drive measurable improvements in OTIF fill rate deductions forecasting alignment costtoserve and overall customer experience.
• Experience leading end-to-end process design operational transformation and continuous improvement initiatives across cross-functional teams.
• Proficiency with Lean Six Sigma business process management continuous improvement and value stream mapping methodologies.
• Experience with order management systems and ERP platforms; strong proficiency in Microsoft Office (Word Excel Teams) Power BI dashboards and reporting/analytics tools.
• Strong cross-functional leadership and collaboration skills with the ability to influence across Sales Supply Chain Marketing Quality and external customers.
• Analytical strategic and operationally minded with excellent communication problemsolving and decisionmaking capabilities.

What we offer in return

You will be working for an organization that embraces diversity & inclusion and believe we will deliver better outcomes by reflecting the perspectives of our diverse customer base. You will also have access to a range of company benefits including a competitive wage with shift differential annual bonus opportunities and career advancement and cross-training.

Next Steps

• If your application is successful and your profile is a match we will invite you for a first virtual conversation with the recruiter.
• The next step is a virtual conversation with the hiring manager
• The final step is a panel conversation with the extended team

Our people make a difference

At Galderma youll work with people who are like you. And people that are different. We value what every member of our team brings. Professionalism collaboration and a friendly supportive ethos is the perfect environment for people to thrive and excel in what they do.

Employers Rights:

This job description does not list all the duties of the job. You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based on your performance of the tasks listed in this job description. The employer has the right to revise this job description at any time. This job description is not an employment contract and either you or the employer may terminate employment at any time for any addition reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.