Customer Experience Manager

CX Manager APAC & IMEA

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 Lubrizol’s 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 Lubrizol’s 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

• Bachelor’s 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 Lubrizol’s 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