Customer Experience Manager, Durham, NC

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Description

Where the Chemistry Happens

As the Customer Experience Manager for the U.S. Agricultural Solutions business, you will have a significant impact in leading the customer experience strategy and driving transformative change cross-functionally to build a customer-first mind set within the organization. Reporting to the Regional Senior Manager of Customer Experience, you will lead the development and implementation of the regional CXM strategy, specific business unit strategic direction and implementation of CXM. In this position you will lead, influence, and drive the implementation across US AgSolutions business, being accountable for enhancing each respective business go-to-market strategy and developing a stronger customer experience for grower/end-use customers and distributor/retail partners – resulting in greater customer loyalty and trust.

The Customer Experience U.S. Agricultural Solutions team is responsible for executing the current experience roadmap across the crop protection, seed and seed treatment businesses within the U.S.

As a Customer Experience Manager you create chemistry by…

Providing strategic and operational thought leadership on Customer Experience and Voice of Customer Strategy Assuming responsibility for executing the CX program roadmap, planning and driving key components to completion including operational readiness, monitoring implementation, and measuring adoption and value generated Working cross-functionally to drive an improved experience for customers and partners; continuously facilitate decision making and stakeholder alignment Launching new processes and technology solutions that will enable more personalized experiences to customers and partners, as well as improve the selling and marketing experience Expanding voice of customer through the continued implementation of the Net Promoter System and other VOC/customer insight tools, and helping to drive feedback to action in the organization Managing experience improvement projects through voice of customer and voice of employee data. Advocating a customer-first mindsight by building empathy for our customers throughout the organization - identify, share and leverage work like journey mapping, analytics and strategic insights to inform business plans and help shape future program development.

Qualifications - BASF recognizes institutions of Higher Education which are accredited by the Council for Higher Education Accreditation or equivalent

Your formula for success…

Bachelor’s Degree, ideally a focus in business or marketing Minimum of 8 - 10 years of experience in customer oriented commercial or cross functional roles (i.e. sales or marketing) delivering premium customer experiences Experience leading highly complex, cross functional projects/initiatives Minimum of 5 years’ experience leading direct/indirect teams Proven strategic and execution skills Experience in Journey Mapping and Customer Experience implementation Inspire a Customer First and One Team Culture Change management skills and/or training (Prosci change certified or CX certification - Forrester or CCXP) Strong collaboration, communication, influencing and networking skills Relevant experience in Agriculture preferred, but not necessary

You @ BASF

At BASF you get more than just compensation, Medical & Dental. Our total offer includes a wide range of elements you need to be your best in every stage of your life. That’s what we call you@BASF. Our Periodic Table of Benefits includes some additional perks below for starters…

Flexible Work Arrangements whenever possible Retirement Benefits Maternity/Paternity Leave, Infertility & Adoption reimbursement Mentoring & Development Programs Employee Discounts Pet insurance Matching Donations to your favorite cause Access to our BASF Wine Cellar

What are you waiting for? Click Apply now to BELONG@BASF!!

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BASF is committed to pay transparency practices. Actual pay will be determine based on education, certifications, experience, and other job-related factor permitted by law.