Job Description

Arxada is a global leader in innovative solutions that protect our world. Our groundbreaking technologies, in-depth regulatory know-how, manufacturing and process development help our customers to safeguard nutrition, health and infrastructure efficiently through chemistry and biotechnology that enhance sustainability. We offer a broad portfolio of ingredients and services for multiple end-markets that include Human Health & Nutrition, Home & Personal Care, Professional Hygiene, Paints & Coatings and Wood Protection.

With customers in more than 100 countries, the company achieved sales of CHF 2 billion in 2024. Headquartered in Basel (Switzerland), Arxada employs 3,200 associates across 24 production sites and 14 R&D centers, all committed to our customers’ success.

This role ensures that best in class in the entire customer lifecycle processes are standardized where possible, optimized for efficiency and customer experience, and effectively enabled through the CRM platform and surrounding digital ecosystem (CPQ, ERP, etc.).

The GPO acts as the bridge between business strategy and system execution—owning process design, driving adoption, and partnering closely with business leaders, functional stakeholders and IT.

Key Responsibilities:

Global Process Ownership

• Own the global end-to-end customer lifecycle process landscape covering:

• Lead-to-Opportunity (Lead capture, Lead qualification & scoring, Campaign effectiveness tracking, Customer segmentation, ...)

• Opportunity-to-Order (Account and contact management, Opportunity lifecycle, Deal closure, Order generation, ...)

• Price & Quote Management (Governance, pricing strategy, quote creation, approval process, exception handling, ...)

• Customer Service (Case intake, Case prioritization, Complaints management, Customer communication, Invoice generation & delivery, CSAT capture, ...)

• Post sales service (Credit management, dispute resolution ...)

• Define global standards, policies, and KPI’s while allowing for controlled regional variations.

• Own process documentation, governance models, and operating procedures.

Strategy & Continuous Improvement

• Design customer experience strategy into scalable processes.

• Identify process gaps, inefficiencies, and automation opportunities.

• Lead continuous improvement initiatives using data, user feedback, and performance metrics.

Stakeholder & Change Management

• Facilitate alignment between Supply Chain, Commercial Organization, Customer Service, Finance and IT.

• Drive user adoption through training concepts, communication, and change management.

Digital Enablement

• Define business requirements for CRM platform and surrounding digital ecosystem enhancements and roadmap priorities (CPQ, ERP, etc.).

• Partner with IT on solution design, testing, and deployment.

• Ensure CRM platform and surrounding digital ecosystem capabilities effectively support customer experience strategy excellence.

Performance Management

• Define and track global KPI’s (e.g., pipeline health, pricing compliance, service levels, CRM adoption, DSO).

• Use insights to guide process refinements and business decisions.

• Ensure data quality and reporting consistency across regions.

Qualifications & Experience:

• Bachelor’s degree in Business or related field (Master’s preferred).

• 10+ years experience in CRM, commercial operations, or business process management in a global environment preferably from a global operating chemical company.

• Proven experience owning or leading end-to-end business processes across Sales, Pricing, Customer Service and/or Finance.

• Strong understanding of CRM and CPQ platforms and commercial process flows (lead management, opportunity management, pricing approvals, case management).

• Demonstrated success driving global process standardization and change.

• Experience working with cross-functional and multicultural teams.

• Proven expertise in project management

• Customer-centric mindset

• End-to-end process thinking

• Strong stakeholder management and influencing skills

• Strategic mindset with hands-on conceptual capability

• Excellent communication and facilitation skills

• Change leadership

• Data-driven decision making

Arxada has world class offering in two distinct areas:

Microbial Control Solutions (MCS) focuses on threats posed by microorganisms to people and planet through five distinct business lines including Professional Hygiene, Home & Personal Care, Wood Protection, Paints & Coatings and Material Protection.

Nutrition, Care & Environmental (NCE), meanwhile, provides materials used to manufacture composites for electronics, aerospace and other markets, as well as vitamins and nutritional ingredients, chemicals and performance intermediates, and raw materials for a wide range of high-performance applications.

Arxada is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a qualified individual with disability, protected veteran status, or any other characteristic protected by law.

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