Senior Director Global Customer Experience

Join dsm-firmenich as Senior Director Global Customer Experience

Locations: Barcelona (Spain), London (UK) or Delft (the Netherlands)
Travelling: up to 20% internationally

INTRODUCTION
At dsm-firmenich, our Operations Taste Customer Experience unit is dedicated to delivering Supply Chain excellence to Key Global Accounts (KGA). We align with the Taste Operations strategy and complement the business objectives set by our Commercial Leadership. To maintain our commitment to outstanding service and seamless operations that drive success for our clients and our company, we are seeking a talented Senior Director of Global Customer Experience who will lead a small team of colleagues. Join us in shaping the future of customer experience and ensuring that our clients continue to receive exceptional support and innovative solutions!

KEY RESPONSIBILITIES

• Performance and Focus: Ensure strong performance across service, quality, and cost KPIs, while maintaining focus on priorities and handling escalations for our Key Global Accounts (KGA) cluster.
• Operational Agility: Steer global and regional Operations teams, Procurement, and Logistics functions to ensure agility and responsiveness in a dynamic and evolving environment.
• Leadership and Improvement: Lead an experienced global team of success directors dedicated to delivering solid results to KGA clients and driving continuous improvement. Strive for enhanced business outcomes and higher performance levels.
• Strategic Planning: Integrate global Operations objectives into the strategic planning and roadmaps for KGA clients, with Business Continuity and Sustainability as key priorities.
• Strategic Scoping: Develop strategic scoping and diagnose needs and ways-of-working to support KGA clients beyond the current Taste scope, expanding into their broader TTH relationship.
• Team Leadership: Provide leadership and guidance to the team, fostering excellence in performance and offering career development opportunities. Encourage best practices and leverage them across all KGA clients.

WE BRING

• Unique career paths across health, nutrition and beauty – explore what drives you and get the support to make it happen
• A chance to impact millions of consumers every day – sustainability embedded in all we do.
• A science led company, cutting edge research and creativity everywhere – from biotech breakthroughs to sustainability game-changers, you’ll work on what’s next
• Growth that keeps up with you – you join an industry leader that will develop your expertise and leadership
• A culture that lifts you up – with collaborative teams, shared wins, and people who cheer each other on.
• A community where your voice matters – it is essential to serve our customers well.

YOU BRING

• Proven experience in leading customer engagement at all levels within Supply Chain, as well as passion for ensuring client success and exceeding their expectations with dsm-firmenich Taste unit.
• A balanced mix of proven commercial background and knowledge of manufacturing operations.
• Strong work ethics and business centricity, with the ability to make sound decisions in a fast-paced, dynamic setting.
• Demonstrated leadership presence and maturity, with the ability to develop and coach a team to their best potential in both functional solid and matrix reporting structures.
• Excellent influential skills for driving alignment among internal stakeholders.
• Forward-looking and innovation-driven, while ensuring adherence to current legal, industry, and regulatory requirements.
• Proficiency in English and strong communication skills.

ABOUT DSM-FIRMENICH
At dsm-firmenich, we don’t just meet expectations – we go beyond them. Join our global team powered by science, creativity, and a shared purpose: to bring progress to life. From elevating health to making fortified food and sustainable skincare, the impact of your work here will be felt by millions – every single day. Whether it’s fragrance that helps you focus, alternative meat that’s better for the planet, or reducing sugar without losing flavor, this is where you help shape the future of nutrition, health, and beauty for everyone, everywhere.

And while you’re making a difference, we’ll make sure you’re growing too. With learning that never stops, a culture that lifts you up and the freedom to move across businesses, teams, and borders. Your voice matters here. And your ideas? They’re essential to our future.

Because real progress only happens when we go beyond, together.

DEI and equal opportunity statement

At dsm-firmenich, we believe being a force for good starts with the way we treat each other. When people feel supported, included, and free to be themselves, they do their best work – and that’s exactly the kind of culture we’re building. A place where opportunity is truly equal, authenticity is celebrated, and everyone has the chance to grow, contribute, and feel they belong.

We’re proud to be an equal opportunity employer, and we’re serious about making our hiring process as fair and inclusive as possible. From inclusive language and diverse interview panels to thoughtful sourcing, we’re committed to reflecting the world we serve.

We welcome candidates from all backgrounds — no matter your gender, ethnicity, sexual orientation, or anything else that makes you, you.

And if you have a disability or need any support, we’re here to help – just let us know what you need, and we’ll do everything we can to make it work.

AGENCY STATEMENT

We’re managing this search directly at dsm-firmenich. If you’re applying as an individual, we’d love to hear from you. We’re not accepting agency submissions or proposals involving fees or commissions for this role.