Customer Experience Manager

Customer Experience Manager

The Customer Experience Manager (CEM) is both the day-to-day relationship owner and the commercial steward of a defined book of business within Elevation Labs' contract manufacturing (CDMO) portfolio. Operating as a desk-based extension of the sales organization, the CEM is accountable for the full customer lifecycle - order execution, project coordination, and issue resolution - while also identifying, developing, and closing organic growth opportunities within existing accounts. The CEM builds trusted, consultative relationships with customer counterparts (from planners and R&D contacts through brand and procurement leadership), understands the commercial and margin dynamics of their book, and acts as the primary internal advocate driving retention, satisfaction, and revenue growth.

Essential Functions, Duties, and Responsibilities

Account Ownership & Customer Experience

• Serve as the primary point of contact and trusted liaison for assigned customer accounts, ensuring a seamless experience from order receipt through on-time, in-full delivery while managing end-to-end order and reorder activities.
• Own end-to-end order and reorder management, including creation and maintenance of open-order reports on a regular cadence.
• Coordinate customer-facing projects-including reformulations, fragrance or shade extensions, packaging changes, and new product introductions-in partnership with R&D, Quality, Planning, and Operations.
• Collect, validate, and communicate customer forecasts to the Planning and S&OP teams; monitor forecast accuracy and identify risks to supply continuity.
• Lead recurring customer meetings, business reviews, and follow-up actions while proactively communicating order status, service issues, and other matters affecting the customer relationship.

Commercial Ownership & Growth (Selling From the Desk)

• Own the revenue and gross margin performance of an assigned book of business by monitoring volume, pricing, margin trends, and key business drivers.
• Identify and pursue organic growth opportunities within existing accounts, including incremental volume, new SKUs, line extensions, and cross-site opportunities across ELID, ELCO, and ELMN.
• Manage the opportunity pipeline in the CRM, monitor account health, and partner with Sales/Business Development to drive growth and mitigate competitive or churn risks.
• Communicate and negotiate Annual Pricing Updates (APUs), support RFQ/RFP responses and pricing strategies, and maintain working knowledge of customer contracts, proactively identifying renewal timing and contractual risks.
• Prepare and present periodic business reviews (QBRs) to customers incorporating volume trends, service performance, and growth opportunities
• Maintain working knowledge of contract terms (MSAs, pricing agreements, MOQs, rebates) for assigned accounts and proactively flag renewal timing and contractual risk.

Cross-Functional Leadership

• Serve as the customer liaison, coordinating cross-functional collaboration, issue resolution, and communication to ensure customer needs are met and commitments are executed effectively.
• Mentor and provide day-to-day directions to Associate Customer Experience Managers supporting shared accounts.

Required Knowledge, Skills, and Competencies

• Strong business and financial acumen - comfortable reading gross margin, pricing, and forecast data, and translating it into account decisions.
• Consultative, relationship-first selling skills; ability to identify and advance growth opportunities without a dedicated "outside" sales role.
• Excellent verbal and written communication skills with both external customers and internal cross-functional partners.
• Ability to negotiate pricing and contract terms within established guardrails.
• Proficiency in Microsoft Excel (pivot tables, formulas) for tracking book-of-business performance, plus comfort in CRM and ERP/order management systems.
• Ability to manage multiple accounts and competing priorities in a fast-paced, deadline-driven environment.
• High level of situational awareness, decisiveness, and sound judgment under time-sensitive or ambiguous conditions.
• Ability to travel occasionally to Elevation Labs manufacturing sites or customer locations, as needed.

Industry and Work Experience

• 5+ years of experience in customer service, account management, or inside/desk-based sales, with demonstrated ownership of a revenue- or margin-accountable book of business.
• Contract manufacturing (CDMO), cosmetics/personal care, pharmaceutical, or related B2B manufacturing experience strongly preferred.
• Experience with FDA, ISO 22716, or related cosmetic quality/regulatory environments a plus.
• Track record of managing customer relationships through pricing discussions, forecast variability, and supply constraints.

Education

• Bachelor's degree preferred; equivalent combination of education and experience will be considered.

Physical/Mental Demands:

• Frequently required to sit, stand, walk and reach with hands and arms.
• Constantly use hands to keyboard or type, handle materials, or manipulate objects.
• Sufficient clarity of speech and hearing abilities required by this classification includes those which permit the employee to discern verbal. instructions and communicate effectively in person and by telephone/email.
• Lift and/or move up to 15 pounds and, occasionally, up to 50 pounds.

The physical demands identified above are representative of those that will be required to successfully perform the essential functions of this job.