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

Vice President, Customer Experience – Any US ADM location
Kennesaw, GA preferred

Scope
The Customer Experience Leader will be responsible for leading how the organization interacts and supports Health & Wellness (H&W) customers globally. The leader will create a seamless customer experience, owning the enterprise CX vision for H&W globally and translating that vision into a multi‑year roadmap with clear milestones, requirements, and organizational accountability.

Accountability
Customer Experience

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

Responsible for the end‑to‑end 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 the processes utilized to support customers within the 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.

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 the entire organization—Commercial and Operations, Quality, Supply Chain, and Finance—using 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.

Compensation
Base pay range: $169,200.00 – $268,400.00. The total compensation package includes an annual bonus and a long‑term incentive plan.

Benefits

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).

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.

EEO Statement
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.

Applicants will be required to complete a background check.

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