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Manager, Customer Experience

Danone

Danone

Customer Service
White Plains, NY, USA · Louisville, KY, USA
USD 120k-140k / year
Posted on Jun 27, 2025

Quality, efficiency, and safety all play a big role in our work at Danone. Manufacturing the best products and supplying them to meet demand is a key driver for the Supply Chain team. We are currently looking to hire a Customer Experience Manager for our Nutricia team based in White Plains, NY, Louisville, CO or near any of our Plant locations!

The Customer Experience Manager is accountable for creating and fostering a high level of customer service and satisfaction while minimizing the total cost to service through continuous improvement of operational effectiveness, employee productivity, and profitability.


Key Responsibilities:

  • Manage the Order-To-Cash (OTC) process, other order management processes, returns processes, and customer complaints. Lead a complaints reduction program in collaboration with peers when needed
  • Continue developing, project planning, and execution of customer experience and satisfaction improvement strategies across Nutricia North America locations and possible partner locations
  • Establish and achieve continuous improvement goals to maintain focus on increased efficiency and streamlined operations while maintaining world class customer interactions
  • Create joint solutions/new ways of working with customers/distributors to improve sell out service as well as optimizing costs
  • Develop and measure metrics that track contribution and progress on customer satisfaction, efficiency and productivity improvements
  • Lead and continuously develop a high performing customer services team through transparent communication, engagement, consistent touch points, and culture building initiatives
  • Monitor and ensure compliance with all HIPPA and other pertinent regulations for team dealing with sensitive patient and financial information
  • Participate in industry organizations to follow latest trends in CRM, IT solutions, transactional automation, use of AI technology in customer service, and others as required
  • Use business insights from CRM, NPS, and OMS to create roadmap for improved service and efficiency

Seamless launch of new channels of support as well as supports plans for new products and integrations

The salary range for this position is $120,000 – $140,000 USD. The exact salary offered will depend on several factors, including the candidate’s relevant experience, geographic location, internal equity, and market conditions. Danone North America additionally offers a performance-based bonus and has a strong benefits package including Medical, Dental, Vision, Prescription Drug Coverage, 401k Plan, Wellness Program, Life Insurance, Tuition Reimbursement, Flexible Time Off, and Paid Parental Bonding Leave, among other benefit plan options. To give our employees flexibility, Danone is a hybrid work environment.