Senior Expert, Regional Customer Experience (m/f/d)

Regional Customer Experience Leadership: Provide strategic direction and oversight for regional customer experience operations, ensuring alignment with business goals and compliance standards. Team Management & Development: Lead, coach, and mentor the CX team to drive performance, resolve conflicts, and build a resilient, customer-focused culture. Ensure continuity through backup planning. Project Management and Cross-Regional/Functional Coordination: Lead integration and transformation projects, balancing priorities and delivering high-quality outcomes on time. Collaborate with Sales, Business, and Planning teams to enable cross-regional capabilities and support commercial growth. Customer Engagement: Proactively manage open orders, communicate delays, propose alternatives, and support sales teams in payment follow-up and credit limit monitoring. Ensure optimal product allocation and minimize waste. Productivity Initiatives: Develop and implement CX initiatives to drive efficiency in both regional and cross-regional operations. Work closely with Logistics colleagues to increase synergies, increase service levels and assist in importation/exportation processes. Performance & KPI Management: Monitor and improve CX KPIs, ensuring service excellence. Manage OTIF and complaint resolution in collaboration with relevant functions, ensuring timely closure.