Customer Experience Manager

Indorama Ventures: Indovinya•The Woodlands, TX

About The Position

Have you ever thought about being part of a company that reimagines chemistry every day to build a better world? That’s the purpose of Indorama Ventures, and we want you with us on this journey! We are looking for innovative, collaborative professionals who are ready to embrace the challenge of working in a company that is constantly expanding internationally. We value flexibility, partnership, and believe that the impact of our actions goes far beyond the chemical industry. Here, diversity matters. Our work environment is inclusive, diverse, and guided by respect, ethics, and equal opportunities for all. What we’re looking for: The Customer Experience Manager will play a pivotal role in shaping the customer experience and acting as a strategic extension of the Commercial organization. This role is responsible not only for delivering operational excellence, but also for building trusted customer relationships, influencing ease‑of‑doing‑business, and positively impacting customer loyalty and purchase decisions. The Customer Experience Manager will lead and develop a high‑performing team, drive continuous improvement across Order‑to‑Cash processes, and ensure Customer Experience acts as a commercially aligned partner to Sales and Supply Chain. What does success look like Enhance the Customer Experience - Established “One Face to the Customer” approach, with aligned processes and communications for the North America region, resulting in improved order accuracy, transparency, and customer satisfaction by Clearly defined customer ownership and engagement models supporting key accounts and growth segments Complete system integration for Customer Experience across Indovinya with aligned metrics to drive Order-to-cash performance Highly collaborative working environment with thriving culture Firm succession and developmental plans to encourage employee growth and development Documented processes used as training material for CSA on-boarding and coaching Customer Experience is recognized internally and by customers as a trusted, knowledgeable, and proactive partner—integral to Indovinya’s commercial success in North America

Requirements

Bachelor’s degree in Business, Supply Chain Management, Economics or related field.
Proven experience with 5-10+ years in a Customer Experience leadership role (or equivalent).
Proven leadership experience across Customer Experience, Supply Chain, and Sales, with a strong track record of coaching, developing, and motivating supervisors, team leads, and building high performance teams.
Demonstrated ability to manage complex internal and external customer relationships, de‑escalate issues, and consistently improve ease‑of‑doing‑business for both customers and Indovinya.
Deep understanding of Order‑to‑Cash, Supply Chain, and related business processes, with the ability to drive standardization and continuous improvement.
Strong commercial acumen with a solid understanding of products, services, and business segment requirements; chemical industry experience preferred.
High proficiency in SAP ERP, CRM platforms (e.g., Salesforce), and digital business tools, with direct involvement in CRM execution and/or influence on commercial CRM strategy.
Advanced analytical, reporting, and performance management skills, including strong command of Excel, PowerPoint, and data‑driven decision‑making tools.
Exceptional communication, interpersonal, and influencing skills, capable of engaging effectively with customers and senior internal stakeholders.
Demonstrated ability to prioritize, make sound decisions, and perform in a fast‑paced, multi‑stakeholder environment, while maintaining a strong customer‑centric mindset.
Clear commitment to service excellence, continuous improvement, and building a high‑performing, resilient, and diverse team.

Responsibilities

Establish segment‑aligned customer engagement models in partnership with Sales, including defined ownership, escalation paths, and communication standards.
Act as a customer advocate internally, bringing Voice‑of‑Customer insights into commercial, supply, and pricing discussion
Use customer interaction data and feedback to identify risks to retention, opportunities to improve ease‑of‑doing‑business, and structural service gaps impacting commercial outcomes.
Lead and motivate the Customer Experience team, providing coaching, training, and guidance to ensure they deliver the highest level of customer support.
Recruit, train, and develop Customer Experience supervisors & representatives, fostering a culture of continuous improvement and professionalism.
Implement and maintain best practices to enhance the customer experience, ensuring timely responses to inquiries, issue resolution, and a high level of customer satisfaction.
Implementation and governance of standardized Order-to-Cash processes in line with regional strategy.
Develop and maintain quality standards for interactions with customers, ensuring that the team consistently meets or exceeds performance metrics.
Work closely with cross-functional teams, including sales, demand & supply planning, manufacturing, finance, logistics and IT to ensure a unified customer experience strategy.
Ensures that Customer Experience team is accessible and handles customer inquiries professionally and timely.
Participate in and organize training and development plans for employees within the department.
Build a fully cross‑trained and resilient Customer Experience team capable of supporting Oracle and SAP processes with consistent execution and reliable backup coverage.
Support the BPO / IT team projects implementation (CRM – Sales Force, SAP etc) by defining Focal Points and Subject Matter Experts (SMEs) within the Customer Experience Team.
Implement a standardized performance management framework with clear KPIs and monthly reporting to improve visibility, accountability, and continuous improvement.