Customer Experience Manager

Job Summary

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.

• 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.

• 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.

• 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.

• 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.

• 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.

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

• Frequently required to sit, stand, walk and reach with hands and arms
• Constantly use hands to keyboard or type, handle…