• Own the customer segmentation framework aligned with the broader H&W strategy
• Responsible for the E2E customer experience spanning prospect engagement, scale up, onboarding, order to delivery, and ongoing support to identify all friction points, improvement opportunities and resolution.
• Lead periodic strategic reviews with stakeholders, presenting the state of customer experience, transformation progress, and improvement recommendations.

• Serve as primary point of contact to align on process utilized to support customers within organization
• Design and implement clear escalation pathways that route customer-impacting issues across all functions with defined parameters.
• Lead process improvement initiatives targeting the highest-impact friction points in the customer experience from onboarding to ongoing partnership.
• Standardize communication protocols to ensure customers receive proactive, clear, and consistent messaging to support each customer segment.

• Responsible for all activities related to communicating the voice of the customer within the organization
• Support the commercial organization with reporting and recommendations on growing with customers.
• Partner with Sales to develop joint strategic account plans that identify expansion opportunities, cross-sell pathways, and at-risk accounts requiring proactive intervention.

• Lead and mentor the organization, teams and individuals on customer experience
• Responsible for building the organization aligned with the strategy in supporting customer segments

Education

• Minimum – Bachelor's degree in Sciences, Business, Finance, or a related field.
• Preferred – MBA or advanced degree preferred.

Experience

• 15+ years of progressive leadership experience in customer experience, account management, or commercial operations, with at least 5 years in a leadership role overseeing CX
• Demonstrated success leading CX transformation in large, complex, matrixed organizations—preferably in Health & Wellness industry, contract manufacturing, and/or specialty ingredients
• Experience in the dietary supplement, nutrition, or health and wellness ingredient industry

Specific skills

• Proven ability to drive cross-functional alignment across entire organization Commercial and , Operations, Quality, Supply Chain, and Finance with both influence and formal governance authority
• Operational knowledge of end-to-end customer journeys in manufacturing/B2B environment
• Operational discipline—comfort operating at both the strategic and tactical levels, with a willingness to dig into processes, systems, and frontline execution when needed
• Proven track record of successfully managing diverse responsibilities and delivering financial results in a fast-paced, dynamic business environment.
• Strong leadership and influencing skills, with the ability to collaborate effectively across functions and drive initiatives to achieve strategic objectives.
• Highly organized, detail-oriented, and able to manage multiple priorities simultaneously while meeting deadlines.