Sr. Director Customer Experience - Erlanger, KY

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Job Title: Sr. Director Customer Experience - Erlanger, KY
Location: Erlanger, KY, South United States, USA

Company: Archer Daniels Midland Company (ADM)
Industry Sector: Agribusiness
Industry Type: Input Retail, Cooperative and Related Crop Services
Career Type: Customer Support
Job Type: Full Time

Job Description: Job Description

Sr. Director Customer Experience - Erlanger, KY

This is an exempt level position.

Position Summary:

The Director, Customer Experience will lead how the organization engages with and supports Flavors customers across the business. This role will drive a consistent, high-quality customer experience across key touchpoints and help shape customer-centric processes aligned to the Flavors strategy.

This leader will be responsible for advancing a seamless and effective customer experience by contributing to the CX vision and translating it into actionable plans, priorities, and improvements. The Director will partner cross-functionally to enhance customer engagement, satisfaction, and retention, ensuring alignment across commercial, operations, and support teams.

The successful candidate will oversee key elements of the customer journey-from initial engagement through long-term partnership-and coordinate cross-functional activities to drive execution of customer experience initiatives.

Job Responsibilities:

Customer Experience:

Support the development and execution of customer segmentation frameworks aligned with the Flavors business strategy
Oversee core elements of the end-to-end customer experience, including onboarding, order to delivery, and ongoing support, identifying friction points and improvement opportunities
Drive continuous improvement initiatives to enhance customer satisfaction and operational efficiency
Provide regular updates to stakeholders on customer experience metrics, insights, and progress against key initiatives

Cross-Functional Alignment:

Partner with Commercial, Operations, Supply Chain, Quality, and Finance to align on processes supporting customer needs
Help establish and maintain clear escalation processes to resolve customer-impacting issues efficiently
Promote standardized communication practices to ensure consistent, proactive engagement with customers
Contribute to process optimization efforts across customer-facing workflows

Customer Retention and Growth:

Champion the voice of the customer by gathering insights and sharing feedback across the organization
Support Sales with customer-related insights, reporting, and recommendations to enhance growth and retention
Partner on strategic account planning to identify opportunities for expansion and address potential risks

Team Leadership:

Lead, develop, and coach a team focused on delivering high-quality customer experience
Build team capabilities and align resources to support priority customer segments
Foster a culture of accountability, collaboration, and customer-centric thinking

Requirements:

Education

Minimum: Bachelor's degree in Business, Sciences, or related field
Preferred: MBA or advanced degree

Experience

10+ years of progressive experience in customer experience, account management, or commercial operations
3-5+ years of leadership experience managing teams or programs
Experience working in complex, matrixed organizations; food, beverage, flavors, or ingredients industry preferred
Exposure to B2B manufacturing environments and customer lifecycle management

Specific Skills

Strong ability to collaborate across functions and influence without direct authority
Working knowledge of end-to-end customer journeys in a B2B or manufacturing environment
Ability to balance strategic thinking with hands-on execution and problem-solving
Proven track record of delivering results and driving continuous improvement
Strong organizational and project management skills with attention to detail
Effective communication and stakeholder management skills

Excited about this role but don't think you meet every requirement listed? We encourage you to apply anyway. You may be just the right candidate for this role or another one of our openings.

ADM requires the successful completion of a background check.

REF:110497BR

#IncludingYou

Diversity, equity, inclusion and belonging are cornerstones of ADM's efforts to continue innovating, driving growth, and delivering outstanding performance. We are committed to attracting and retaining a diverse workforce and create welcoming, truly inclusive work environments - environments that enable every ADM colleague to feel comfortable on the job, make meaningful contributions to our success, and grow their career. We respect and value the unique backgrounds and experiences that each person can bring to ADM because we know that diversity of perspectives makes us better, together.

We welcome everyone to apply. We are committed to ensuring all qualified applicants receive consideration for employment regardless of race, color, ethnicity, disability, religion, national origin, language, gender, gender identity, gender expression, marital status, sexual orientation, age, protected veteran status, or any other characteristic protected by law

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Job Post Date: 06/29/26