Customer Experience Manager

About The Role The Customer Experience Manager is responsible for leading and enhancing the end-to-end customer journey across B2B operations. This role ensures the delivery of consistent, high-quality customer experiences by driving process excellence, leading high-performing teams, and aligning cross-functional stakeholders.

The ideal candidate brings a minimum of 8 years of experience in customer experience or customer service management within B2B environments , with strong expertise in team leadership, process optimization, and operational execution.

What You’ll Do Team Leadership

• Lead, coach, mentor, and develop a high-performing customer operations team to achieve individual and organizational success.
• Create a culture of accountability, collaboration, ownership, and continuous improvement.
• Establish clear goals, performance expectations, and development plans for team members.
• Conduct regular performance reviews, coaching sessions, and career development discussions.
• Drive employee engagement, retention, succession planning, and talent development initiatives.
• Lead organizational and process change initiatives while ensuring team adoption and effectiveness.

Customer Experience Strategy

• Develop and execute customer experience strategies aligned with business objectives.
• Drive continuous improvement initiatives across the customer journey and order-to-cash process.
• Act as the escalation point for complex customer issues ensuring exceptional service delivery.
• Build and maintain strong relationships with strategic B2B customers.
• Capture and translate customer feedback into actionable improvement initiatives.

Process Improvement & Cross-Functional Partnership

• Optimize and standardize core customer-facing processes, including order management, complaints, and returns.
• Partner with Sales, Supply Chain, Logistics, and Finance to improve service levels and operational performance.
• Drive automation, system enhancements, and continuous improvement initiatives.

Performance & Reporting

• Monitor and improve key customer experience KPIs, including NPS, on-time delivery, response and resolution times, order accuracy, and quality complaints.
• Develop dashboards and executive summaries for leadership review
• Provide reporting and insights to leadership, identifying risks and opportunities for improvement.

What You Bring

• Bachelor's degree in Business Administration, Supply Chain, or a related field.
• Minimum 8 years of experience in Customer Experience or Customer Service Management within a B2B environment.
• Proven experience leading and developing high-performing teams.
• Strong understanding of customer service operations within logistics, supply chain, or industrial sectors is essential.
• Experience with ERP and CRM systems (Oracle NetSuite, HubSpot, or similar).
• Demonstrated success driving process improvement and operational transformation initiatives.
• Strong analytical, problem-solving, and stakeholder management skills.
• Excellent written and verbal communication skills in English are required.
• German is strongly preferred, and proficiency in any additional European language is an advantage.

About Us Waldom is the global master distributor of electronic and electrical components, with over 78 years of history. Our unique model links the world’s leading manufacturers to more than 2,500 distributors, ensuring critical components reach the right place at the right time across healthcare, transportation, energy, industrial automation, and consumer electronics.

Sustainability is central to our business strategy. Our Green Stock Program has kept more than 8 billion components out of landfills.

At Waldom, we live our values of Ownership, Communication, and Care . We are committed to supporting global causes, celebrating diversity, and helping every team member grow and make an impact.