Regional Customer Experience (APAC)

Job title - Regional Customer Experience (APAC) Location - Singapore As the Regional Customer Experience (APAC), you will be leading the Customer Experience team to provide efficient & effective management of order fulfillment, to deliver final product and goods “on time in full” (OTIF) & in good condition, without complaint towards our customers, providing support to all internal & external customers. At dsm-firmenich, people are at the heart of the company. We are committed to equal employment opportunities and value diversity in the workplace. Your key responsibilities Regional Customer Experience Leadership: Oversee regional customer experience compliance operations, providing strategic guidance and leadership to ensure alignment with business goals for the region. Team Management & Development: Manage, coach, and mentor the team members. Manage and drive the team to improve performance, efficiency & resolve conflicts, including escalations. Create a back-up plan and act as backup during departmental colleague's absence when necessary. Project Management: Lead integration, business transformation projects, balancing priorities and ensuring timely, high-quality outcomes. Cross-Regional/Functional Coordination: Collaborate with other Sales, Business and Planning to develop capabilities for cross-regional operations, supporting Sales growth in the country/region. Productivity Initiatives: Develop and implement productivity initiatives to drive efficiency in both regional and cross-regional logistics operations. Work closely with Logistics colleagues in other Business Units to increase synergies, increase service levels and assist in importation/exportation processes. Performance & KPI Management: Ensure regional performance meets or exceeds KPIs, maintaining high standards of service and operational efficiency. Handle customer complaints, collaborate with respective functions for complaints investigation and ensure complaint closure within expected timeframe. We bring A rich history and a promising future of bold scientific innovation and passionate creation with our customers; A space to grow by encouraging and supporting curiosity and an open mindset; A culture that prioritizes safety and well-being, both physically and mentally; The opportunity to work for a company where sustainability is much more than a claim and is core to our strategy and purpose; A flexible work environment that empowers people to take accountability for their work and own the outcome; Barrier-free communities within our organization where every employee is equally valued and respected - regardless of their background, beliefs, or identity You bring University degree with at least 5 years equivalent experience in customer experience or order management (OTC) Must have SAP experience - SD & LE module, highly preferred - MM modules Preferably with team lead experience Must be highly energetic with ability to drive for results. Well-developed communication skills. Good level of numeracy High level of accountability, resilience and emotional regulation 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. Inclusion, belonging 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 through the application process, 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.