Customer Experience Partner (CDD)

Job description

RESPONSIBILITIES WITH OUR CONSUMER AT THE HEART, YOUR KEY RESPONSIBILITIES WILL BE TO: - Act as the primary point of contact for Gold and Silver customers and local commercial teams, ensuring proactive and effective communication. - Handle escalations, follow up on root causes, and drive resolution with internal stakeholders. - Partner closely with Customer Service Specialist to ensure consistent service delivery, timely issue resolution, and alignment on customer priorities. - Represent Customer Service in commercial meetings and customer reviews. - Ensure differentiated Service Levels according to Service Strategy (customer segment). - Collaborate with demand planning, logistics, and commercial teams to ensure seamless end-to-end service. - Manage Cost to Serve (CTS) initiatives by identifying service efficiencies and supporting value-driven decisions. - Support Voice of Customer (VoC), Customer Satisfaction (CSAT), and Customer Effort Score (CES) programs to enhance the customer experience and drive continuous improvement. SKILLS THE SKILLS AND EXPERIENCE NEEDED TO CREATE YOUR LEGACY: · Bachelor’s or Master’s degree in Engineering, Business Administration, Supply Chain Management, or a related field. · Strong customer-centric mindset with proven ability to build and manage lasting relationships. · Excellent communication skills (oral and written) in German and English to engage diverse stakeholders. · Skilled in stakeholder collaboration across functions and markets to drive customer experience improvements. · Analytical problem-solver with expertise in root cause analysis and resolving complex issues. · Solid knowledge of order-to-cash processes (SAP) supporting customer operations as a plus. · Demonstrates leadership agility to adapt and influence in a dynamic, fast-changing environment. · Ability to navigate complexity and align cross-functional teams around shared customer goals. PERSONAL QUALITIES · LEADERSHIP AND LEARNING AGILITY Demonstrating our Values and showing strong Learning Agility are key to thriving in this role — and to growing into future opportunities within Bacardi. WHAT DOES A CUSTOMER EXPERIENCE PARTNER DO? The CX Partner is a customer-facing role responsible for managing high-value relationships with Gold and Silver customers. This role ensures premium service delivery, cost to serve optimization, escalates issues, and champions the voice of the customer internally. It combines strategic account support with hands-on order-to-cash oversight. ARE YOU READY TO EMBARK ON YOUR NEXT MOVE? · Do you dare to be different? · Are you willing to question, challenge and innovate in pursuit of excellence? · Can you work collaboratively and inspire others? · Are you ready to make your mark? Don Facundo Bacardí revolutionized the world of rums. As the cocktail industry continues to flourish every day, we strive to follow his legacy and delight the most demanding in the industry - our consumers! That’s where you come In! LEADERSHIP AGILITY At Bacardi we care deeply about finding brilliant talent who can bring the following personal attributes to help elevate our 3Fs: Fearless, Family, Founder culture to the next level. Belonging: You have a strong capacity to create a culture of ‘Belonging’, where people feel appreciated for who they are, what they do, and who they can become Self-Awareness: You have high levels of self-awareness, are reflective and know yourself well, understanding both your own strengths and weaknesses and your impact on others People Agility: You bring a deep ability to understand and relate to people and navigate through tough situations to harness and multiply collective performance Results Agility : You demonstrate consistent delivery of results in first-time situations by inspiring teams, exhibiting a presence that builds confidence in yourself and others. Mental Agility : You can think critically to penetrate complex problems and expand the possibilities by making fresh connections. You think strategically whilst being execution focused and bring creativity to the challenges you’re presented with Change Agility: You have a deep natural curiosity, desire to experiment and ability to effectively deal with the heat of change. You have a growth and learning mindset: ready to test, stumble, learn and apply from experience Disclaimer: Bacardi seeks talent from all backgrounds to bring diversity of thought, agility and capability to our organization across the globe. We promote a working environment where all employees are treated and rewarded fairly. We do not tolerate any form of discrimination that adversely affects individuals or groups on the basis of national origin, race, color, religion, sex, gender, sexual orientation, marital status, disability, age, and any other legally protected aspect of a person’s identity. U.S. applicants have rights under Federal Employment Laws. Perks of Working for us At Bacardi, we are committed to providing our Primos (employees) with a comprehensive Total Rewards package of compensation, benefits, incentives, allowances, well-being, and much more to meet the needs of themselves and their families. It goes beyond just Cash! The total rewards program is based on pay for performance, whereby the incentive programs are linked to company and individual performance. Compensation, Paid Time Off & Retirement: Competitive Pay Package Competitive Holiday/Paid Time Off, plus additional days offered ( i.e., volunteer day, allowing you to give back to the community) Retirement/Pension Plan Health & Wellbeing Medical, Critical Illness, and Life Insurance Employee Assistance Programs Best-in-class, family-friendly, and inclusive leave policies Additional Benefits The benefits /perks may vary depending on the nature of your employment with Bacardi, your work location, and are subject to change. Some benefits may be subject to an employee contribution. Some benefits may be fully or partially subsidized. Incentive plans are linked to the nature of your employment and can vary based on region, market, function or brand.