Sr. Director - Global Customer Experience

Job Description

At SI Group, we aspire for all employees to live and work to their full potential. We foster a unique environment where each employee is empowered to create value for our business with a commitment to safety and compliance. We promote personal and professional success that aligns with productivity and extraordinary results. Become a Catalyst for Change and help ignite impossible.

The Role: As the Sr. Director - Global Customer Experience, you will be responsible for overseeing and enhancing the end-to-end customer journey for SI Group’s customers worldwide. You will manage global customer service and sales support teams, evaluate structures for commercial success, oversee technology systems, and collaborate with various departments to enhance commercial excellence and customer-centricity. This position can be based at our Woodlands, TX or Schenectady, NY locations.

How You Will Make an Impact:

Customer Experience Strategy

• Create a competitive advantage with a unique, robust customer experience team that wows the customer while gaining brand loyalty and market growth.
• Partner with the commercial team (SBUs) to evaluate the best structure to support commercial success, focusing on customer service and sales support functions.
• Own sales excellence, including the systems, technology, tools, and training, and provide global training to our commercial teams across multiple aspects of sales and commercial excellence.
• Manage and oversee improvements in technology systems such as SAP, PowerBI, and SFDC (Salesforce) to support business success, including margin generation, cost decrease, and working capital improvement.
• Oversee the SIP (Sales Improvement Program) program, partnering closely with Finance and HR to drive efficiency and effectiveness.
• Collaborate with Sales and Product Management teams to create value through commercial excellence initiatives, including optimizing the sales process, evaluating sales competencies, and implementing reporting systems (SFDC, PowerBI, etc.).
• Serve as the commercial representative and process owner for major functional initiatives, such as Legal Entity Rationalization (LER), business process ownership, and revenue recognition.
• Manage and improve the global sample process, ensuring efficiency and compliance with regulations.
• Drive a continuous improvement of processes and operations for increased productivity and efficiency (Operational Excellence)
• Grow a culture of continuous improvement (CI) by consistently embedding CI into meetings, trainings, processes, and systems

People Leadership

• Manage global customer service and sales support teams, ensuring alignment with company objectives and delivering exceptional service to customers worldwide.
• Build a 'customer-centric' team that serves as a 'bench strength' for other parts of the organization, fostering a culture of customer focus and excellence in service delivery.
• Effectively models leadership through personal exhibition of SI’s Value-Based Behavioral Competencies
• Cultivate and empower a more highly skilled, motivated, and effective organization.
• Manage employee performance, motivating the workforce, attracting, retaining, and developing employees.
• Manage the growth of high potential employees and identify pipeline talent.

Creating Extraordinary Starts With:

• Bachelor’s degree
• Minimum of 10 years’ experience in customer or sales organizations
• Minimum 5 years’ experience in a leadership role; preferably in a global or multi-national organization
• Strong analytical skills with the ability to interpret data and translate insights into actionable strategies.
• Strong understanding of INCO terms and shipping documentation
• Prior experience with SAP and Salesforce is preferred

What We Value:

We strive for all employees to nurture physical, mental and emotional health both personally and professionally. Our commitment to health and wellness centers around prevention, early detection and embracing a healthy lifestyle. Some offerings may vary by role or region, but may include:

• Physical Health benefits including competitive Medical, Dental, and Vision packages, company contribution to Health Savings Account, cash incentive for Annual Physical and reimbursement.
• Financial Wellness opportunities including company paid life insurance and disability plans, 401(k) Retirement Plan with generous company match, and certified Financial Planning & Investment services.
• Mental Health benefits including generous Paid Time Off and 10 Paid Holidays, Paid Parental Bonding Leave, and much more!
• The salary range for this position is $160,000-$280,000 annually. The specific salary offered will be determined by a variety of factors including location, experience, and education.

About Us

Essential Solutions with Extraordinary Results

SI Group is a global leader in the innovative technology of performance additives, process solutions, active pharmaceutical ingredients, and chemical intermediates. Our solutions are essential to many diverse industries and applications, creating extraordinary results. We drive value by enhancing the quality, performance, and durability of countless items we use every day.

We are on a journey to captivate our customers at every level. Whether that means expanding our capabilities, global reach, or providing new innovations and technologies that create value. Our approach is customized to exceed customer needs and deliver superior performance.