Sr Customer Experience Consultant- FMCG/TECH

Overview

Senior Customer Experience Consultant, FMCG & Technology

The Opportunity

The Senior Customer Experience Consultant is responsible for managing and optimizing customer experience and supply chain operations for strategic customers within the FMCG and Technology verticals. Acting as a trusted advisor to customers and internal stakeholders, this role drives operational excellence, service performance, process governance, and continuous improvement initiatives to support both customer and business objectives.

The successful candidate will leverage technical and functional knowledge to manage complex operational processes, resolve service challenges, influence cross-functional teams, and deliver solutions that enhance customer satisfaction and operational performance.

The individual will work independently within established guidelines, procedures, and defined areas of responsibility, exercising sound judgment to identify, evaluate, and implement effective solutions.

What you'll do

• Serve as the primary point of contact for customers regarding operational performance, service delivery, and issue resolution.
• Manage customer communication channels, ensuring timely responses and a seamless customer experience across all touchpoints.
• Oversee end-to-end case management, including prioritization, escalation management, root cause identification, corrective actions, and resolution follow-up.
• Facilitate customer onboarding activities, ensuring successful implementation, operational readiness, and adoption of agreed service solutions.
• Build and maintain strong customer relationships through proactive engagement, business reviews, and regular stakeholder communication.
• Support contract management activities, ensuring compliance with agreed service commitments, operational requirements, and governance frameworks.
• Manage customer disputes, claims, and service-related escalations while maintaining customer confidence and protecting business interests.
• Act as a trusted advisor to customer stakeholders by providing operational guidance and practical solutions to supply chain and service challenges.
• Identify service gaps and lead customer-focused improvement initiatives that enhance operational efficiency and customer satisfaction.
• Coordinate and oversee day-to-day supply chain and operational activities to ensure service delivery excellence.
• Review allocation availability against inbound and forecasted shipments and validate commitments with carriers and operational partners.
• Lead carrier discussions, allocation reviews, and operational escalations.
• Coordinate priority loadings with Customer Experience, Warehouse Customer Experience, and operational teams.
• Collaborate with warehouse teams to optimize planning and execution of cargo movements.
• Partner with Global Service Center (GSC) teams to ensure operational alignment, process compliance, and service consistency.
• Lead or support the implementation of new operational processes, standards, and customer solutions.
• Act as a focal point for claims management
• Conduct root cause analysis (RCA) and implement corrective and preventive actions to improve operational performance.
• Drive cross-functional initiatives focused on service quality, operational efficiency, and customer outcomes.
• Own and maintain customer-specific Instructions of Process (IOPs), ensuring alignment with Standard Operating Procedures (SOPs) and operational requirements.
• Manage customer documentation repositories and maintain accurate operational records.
• Support KPI reporting, customer performance measurements, and operational visibility through reporting platforms such as Power BI.
• Perform transportation, operational, and compliance reviews as required.
• Support User Acceptance Testing (UAT) activities for customer implementations, process enhancements, and system deployments.
• Monitor EDI transactions, ASN processes, and system interfaces, identifying and resolving issues in a timely manner.
• Proactively identify opportunities for process optimization, standardization, automation, and continuous improvement.
• Support data quality initiatives and ensure the integrity of customer and operational information across systems.
• Apply established operational methods, supply chain expertise, and customer experience best practices to resolve business challenges.
• Exercise sound judgment when evaluating alternatives and recommending solutions within their area of expertise.
• Take ownership of operational and customer issues through successful resolution while appropriately escalating complex matters.
• Influence customers and internal stakeholders across multiple functions to support service excellence and business objectives.
• Demonstrate strong analytical and problem-solving c

Customer Experience Management

Supply Chain & Operations Management

Process & Systems Ownership

Professional Expectations

The successful candidate will: