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Vice President, Customer Experience - Any ADM location in the US

ADM

Kennesaw, GA

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JOB DETAILS
SALARY
$139,200–$258,400 Per Year
SKILLS
Agriculture, Animal Nutrition, Background Investigation, Business Administration, Business-to-Business (B2B), Communications Protocols, Compensation and Benefits, Contract Manufacturing, Cross-Functional, Cross-Selling, Customer Experience, Customer Retention/Renewal, Customer Support/Service, Detail Oriented, Develop and Maintain Customers, Diversity, Finance, Food and Beverage Industry, Incentive Programs, Leadership, Manufacturing, Market Segmentation, Matrix Management, Mentoring, Multitasking, Nutrition, Onboarding, Order Delivery, Organizational Skills, Partner Sales, Prescription Drugs, Process Improvement, Reimbursement, Revenue Growth, Risk, Sales, Sales Management, Speech Technology, Strategic Accounts, Strategic Planning, Supply Chain, Sustainability, Team Lead/Manager, Team Player, Time Management, Vehicle Driving
LOCATION
Kennesaw, GA
POSTED
Today
108957BR

Job Title:


Vice President, Customer Experience - Any ADM location in the US


Department/Function:


Sales, Customer Service & Origination


Job Description:


Vice President, Customer Experience – Any US ADM location

Kennesaw, GA preferred


Scope:

The Customer Experience Leader will be responsible for how the organization interacts and supports Health & Wellness (H&W) customers globally.


This leader will be responsible for creating a seamless customer experience. Will own the enterprise CX vision for H&W globally and is responsible for translating that vision into a multi-year roadmap with clear milestones, requirements, and organizational accountability.


The successful candidate will own the process from customer engagement to customer retention and coordinate the activities of the organization to drive the strategic and tactical execution of the vision.


Accountability:

Customer Experience:


+ Own the customer segmentation framework aligned with the broader H&W strategy

+ Responsible for the E2E customer experience spanning prospect engagement, scale up, onboarding, order to delivery, and ongoing support to identify all friction points, improvement opportunities and resolution.

+ Lead periodic strategic reviews with stakeholders, presenting the state of customer experience, transformation progress, and improvement recommendations.


Internal Team Alignment:


+ Serve as primary point of contact to align on process utilized to support customers within organization

+ Design and implement clear escalation pathways that route customer-impacting issues across all functions with defined parameters.

+ Lead process improvement initiatives targeting the highest-impact friction points in the customer experience from onboarding to ongoing partnership.

+ Standardize communication protocols to ensure customers receive proactive, clear, and consistent messaging to support each customer segment.


Customer Retention and Revenue Growth:


+ Responsible for all activities related to communicating the voice of the customer within the organization

+ Support the commercial organization with reporting and recommendations on growing with customers.

+ Partner with Sales to develop joint strategic account plans that identify expansion opportunities, cross-sell pathways, and at-risk accounts requiring proactive intervention.


Team Leadership:


+ Lead and mentor the organization, teams and individuals on customer experience

+ Responsible for building the organization aligned with the strategy in supporting customer segments


Job Profile:


Education


+ Minimum – Bachelor's degree in Sciences, Business, Finance, or a related field.

+ Preferred – MBA or advanced degree preferred.


Experience


+ 15+ years of progressive leadership experience in customer experience, account management, or commercial operations, with at least 5 years in a leadership role overseeing CX

+ Demonstrated success leading CX transformation in large, complex, matrixed organizations—preferably in Health & Wellness industry, contract manufacturing, and/or specialty ingredients

+ Experience in the dietary supplement, nutrition, or health and wellness ingredient industry


Specific skills


+ Proven ability to drive cross-functional alignment across entire organization Commercial and , Operations, Quality, Supply Chain, and Finance with both influence and formal governance authority

+ Operational knowledge of end-to-end customer journeys in manufacturing/B2B environment

+ Operational discipline—comfort operating at both the strategic and tactical levels, with a willingness to dig into processes, systems, and frontline execution when needed

+ Proven track record of successfully managing diverse responsibilities and delivering financial results in a fast-paced, dynamic business environment.

+ Strong leadership and influencing skills, with the ability to collaborate effectively across functions and drive initiatives to achieve strategic objectives.

+ Highly organized, detail-oriented, and able to manage multiple priorities simultaneously while meeting deadlines.


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:108957BR


Req/Job ID:


108957BR


City:


Kennesaw


State:


GA - Georgia


Ref ID:


#LI-JW1


:


About ADM


At ADM, we unlock the power of nature to provide access to nutrition worldwide. With industry-advancing innovations, a complete portfolio of ingredients and solutions to meet any taste, and a commitment to sustainability, we give customers an edge in solving the nutritional challenges of today and tomorrow. We’re a global leader in human and animal nutrition and the world’s premier agricultural origination and processing company. Our breadth, depth, insights, facilities and logistical expertise give us unparalleled capabilities to meet needs for food, beverages, health and wellness, and more. From the seed of the idea to the outcome of the solution, we enrich the quality of life the world over. Learn more at www.adm.com.


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#LI-Hybrid


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#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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Benefits and Perks


Enriching the quality of life for the world begins by taking care of our colleagues. In addition to competitive pay, we support your diverse needs with a comprehensive total rewards package to enhance your well-being, including:


+ Physical wellness – medical/Rx, dental, vision and on-site wellness center access or gym reimbursement (as applicable).

+ Financial wellness – flexible spending accounts, health savings account, 401(k) with matching contributions and cash balance plan, discounted employee stock purchasing program, life insurance, disability, workers’ compensation, legal assistance, identity theft protection.

+ Mental and social wellness – Employee Assistance Program (EAP), Employee Resource Groups (ERGs) and Colleague Giving Programs (ADM Cares).


Additional benefits include:


+ Paid time off including paid holidays.

+ Adoption assistance and paid maternity and parental leave.

+ Tuition assistance.

+ Company-sponsored training and development resources, such as LinkedIn Learning, language training and mentoring programs.


*Benefits may vary for bargained locations, confirm benefit eligibility with your recruiter.


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Base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. Hourly and salaried non-exempt employees will also be paid overtime pay when working qualifying overtime hours.


If hired, employees will be in an “at-will position” and the Company reserves the right to modify base pay (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.


The pay range for this position is expected to be between:


:


$139,200.00 - $258,400.00


Salaried Incentive Plan:


The total compensation package for this position will also include annual bonus and a long-term incentive plan

About the Company

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ADM