Senior Manager Customer Engagement

Brenntag•Wayne, PA

26d

About The Position

Job Summary: The Senior Manager Customer Engagement is responsible for leading regional teams to deliver exceptional, connected, and customer-centric experiences across North America. This role acts as the key bridge between customers, business units, and internal operations — ensuring that every interaction reflects a deep understanding of customer needs, market dynamics, and strategic business priorities. The Senior Manager will partner closely with Sales, Operations, Supply Chain, and Digital Experience teams to align service delivery with business goals, strengthen relationships, and enhance customer loyalty. This leader will play a pivotal role in embedding customer centricity at the heart of our business units while fostering collaboration and insight sharing across global teams. Job Description: 1. Lead and Empower Regional Teams Guide and motivate Customer Engagement teams in the region, fostering a culture of connection, accountability, and continuous improvement. Inspire the team to deliver meaningful, high-quality customer interactions that reflect both empathy and business acumen. 2. Partner with Business Units to Drive Market-Aligned Service Collaborate closely with business unit leaders to understand market dynamics, competitive pressures, and customer expectations. Align customer engagement strategies with business priorities, ensuring that service delivery supports growth and differentiation within each market. 3. Deliver Tailored, Customer-Centric Solutions Ensure engagement approaches are customized to customer segments, industries, and regions, maximizing relevance and value. Translate customer insights into actionable recommendations that enhance the customer journey and strengthen loyalty. 4. Strengthen Relationships and Build Trust Cultivate long-term, trusted partnerships with key stakeholders, ensuring consistent communication and proactive support. Act as a connector between customers and internal teams, ensuring mutual understanding and shared goals. 5. Collaborate for Business Alignment and Impact Partner with Sales, CS Fulfilment, and Supply Chain teams to deliver integrated service and account management strategies. Ensure customer feedback and market intelligence directly inform business decisions, service design, and process improvements. 6. Drive Customer Experience Excellence Champion continuous improvement initiatives in collaboration with other functions to enhance satisfaction and engagement. Monitor customer satisfaction metrics (e.g., NPS) and lead actions to improve experience quality and consistency across regions. 7. Respond with Agility and Ownership Lead the team in addressing customer concerns with urgency, transparency, and a solution-oriented mindset. Use customer issues as opportunities to strengthen relationships and improve internal processes. 8. Report, Analyze, and Share Insights Provide accurate and timely reporting on orders, service performance, and key engagement metrics. Synthesize customer and market insights to help business units refine strategies and identify new opportunities. 9. Simplify and Streamline for Efficiency Continuously improve communication and service processes to enhance responsiveness and ease of doing business. Foster collaboration across regions and teams to ensure consistency and shared learning. Your Profile Education and Experience: Distribution experience is required Extensive experience in customer engagement, account management, or customer experience leadership within a global or regional context. Solid understanding of the market landscape, competitive dynamics, and customer expectations within relevant industries. Experience partnering with cross-functional business units to align customer service with strategic objectives. Strong analytical skills with the ability to translate insights into practical, customer-focused actions. Excellent written and verbal communication skills with a strong presence in customer and internal discussions.

Requirements

Distribution experience is required
Extensive experience in customer engagement, account management, or customer experience leadership within a global or regional context.
Solid understanding of the market landscape, competitive dynamics, and customer expectations within relevant industries.
Experience partnering with cross-functional business units to align customer service with strategic objectives.
Strong analytical skills with the ability to translate insights into practical, customer-focused actions.
Excellent written and verbal communication skills with a strong presence in customer and internal discussions.
Customer Centricity: Passion for delivering experiences that create connection, trust, and long-term partnership.
Business Acumen: Strong understanding of business unit priorities, market trends, and Customer Service differentiators
Leadership: Skilled in leading diverse, regional teams toward common goals with empathy and accountability.
Collaboration: Proven ability to partner across functions and geographies to align customer engagement with business strategies.
Strategic Insight: Ability to interpret customer feedback and market intelligence to influence decisions and drive improvement.
Agility and Problem Solving: Quick to assess challenges, propose solutions, and act decisively to maintain customer satisfaction.
Communication and Influence: Excellent interpersonal skills with the ability to engage and influence at multiple organizational levels.