Customer Experience Manager

Job Title: Customer Experience Supervisor Location : Pune | Type : Permanent, Full-Time | Industry : Chemical/Manufacturing Role Overview We are seeking a data-drive n Customer Experience Supervisor to lead a dynamic team, optimize order management, and elevate customer satisfaction. You will bridge the gap between day-to-day operations and strategic, cross-functional improvements to drive customer loyalty and retention. Key Responsibilities Team Leadership: Lead, coach, and motivate a customer experience team.

Set clear goals, manage workload, and serve as an escalation point for complex issues. Operational Excellence: Oversee daily operations, ensure SOP adherence, and partner with regional leadership to eliminate process inefficiencies. Cross-Functional Collaboration: Partner with Supply Chain, Logistics, Sales, and Quality teams to resolve systemic issues affecting the customer journey.

Data-Driven Insights: Utilize performance data, trends, and root-cause analysis to optimize service standards and assist in regional resource planning. Training & Onboarding: Lead onboarding and continuous skill development, ensuring team proficiency in products, order management, and supply chain fundamentals. Key Requirements Experience: Minimum 8 years in customer service/supply chain within a chemi c al /manufacturing environment (supporting high-value customers).

Leadership: At least 3 years of direct people management experience. International Client: Managed global clients on day-to-day basis is must. Technical Skills: Proficiency in SAP S/4HANA (Order-to-C ash) and Microsoft Powe r BI.

Core Competencies: Strong analytical, problem-solving, and communication skills. Ability to navigate global operations and complex organizational structures. Education: Bachelor’s degree in Business, Supply Chain, or a related field (or equivalent practical experience).

Languages: Fluent in English and the local language (written and verbal). Nice-to-Have Experience in the chemical industry APICS Certification Strong understanding of logistics operations. Work Environment Primarily office-based with UK shift, though flexibility for alternative shifts is required to meet global business needs.

Minimal travel.