Customer Excellence Director

• Build and deploy a shared Customer Excellence vision across the brands within the Food & Beverage Division
• Place customer insight and experience at the heart of decision‑making alongside the Sales, Marketing, Audience, Digital, IT, Operations, and Finance teams
• Design simple, consistent, and differentiated customer journeys
• Define standards, methodologies, and metrics for measuring customer experience, satisfaction, loyalty, and value
• Develop a shared approach to customer data, CRM, and community insights
• Structure the acquisition, qualification, enrichment, and activation of data
• Increase the use of CRM, data solutions, and AI
• Contribute to the evolution of digital tools, content, and platforms
• Turn events into active year-round communities
• Develop lead generation, qualification, conversion, retention, and cross‑selling programs
• Lead and harmonize the Customer Relations, Lead Accelerator, Top Buyers, and Ticketing programs
• Define and oversee the variable compensation policy for sales teams
• Support the international development strategy and coordinate representation partners and networks
• Build and lead a Center of Excellence
• Manage, unite, and develop the teams within the scope of responsibility
• Lead the transformation and operating model of the Food & Beverage Division

Requirements

• Master's degree or equivalent (business school, university, or equivalent qualification)
• Significant experience in a Customer Success, Sales Leadership, or Customer Relations environment
• Strong experience managing teams and cross‑functional projects
• In‑depth understanding of commercial transformation, data, and customer experience challenges
• Experience in a B2B/B2C and international environment is a strong advantage
• Leadership skills and the ability to engage multidisciplinary teams
• Strategic vision combined with a strong results orientation
• Proficiency in CRM and performance management tools (Salesforce, Power BI, or equivalent)
• Excellent analytical skills and a data‑driven mindset
• Strong organizational skills, rigor, and the ability to manage multiple projects simultaneously
• Strong customer focus and an appetite for innovation

Core Competencies

Demonstrates expertise in Customer Experience Management, CRM, and data‑driven decision‑making, with a strong focus on leading cross‑functional teams and driving commercial transformation in the Food & Beverage sector.

Highest‑signal resume keywords

• Customer Experience Management
• CRM Proficiency
• Team Leadership
• Data‑Driven Decision‑Making
• Commercial Transformation

ATS Optimization Keywords

Hard Skills

• Customer Success
• Sales Leadership
• Project Management
• Data Analysis
• Lead Generation
• Customer Journey Design
• Performance Management
• Cross‑Selling Programs
• Customer Insight Development
• Digital Tool Development

Soft Skills

• Strategic Vision
• Results Orientation
• Organizational Skills
• Innovation Appetite
• Multidisciplinary Team Engagement

Certifications & Qualifications

• Master's Degree

Industry Keywords

• Food & Beverage Division
• B2B
• B2C
• Customer Relations
• Customer Loyalty

Tools & Technologies

• Salesforce
• Power BI
• CRM Solutions
• Data Solutions
• Digital Platforms