Lead the Customer Experience Transformation at DS Smith!
We’re looking for a Customer Experience Manager to drive experience-led growth across North EMEA (Baltics and Nordics). This is your opportunity to shape how customers perceive DS Smith, strengthen loyalty, and deliver measurable improvements in satisfaction and service performance.
In this role, you will own the sub-regional CX strategy and roadmap, translating the EMEA vision into actionable initiatives that deliver real business impact. You’ll lead the transformation to a new service model, ensuring consistency and relevance across markets while championing the Voice of the Customer at the leadership table. Your mission is clear: boost NPS and other key metrics through innovative, customer-centric solutions that unlock growth opportunities.
You’ll combine strategic thinking with hands-on delivery—governing the CX performance cycle, prioritizing improvement projects, and embedding differentiated service models for our most important customers. Collaboration is key: you’ll work cross-functionally with Sales, Marketing, Design, and Operations, driving alignment and accountability across teams. Beyond customers, you’ll also link employee experience to CX outcomes, building a culture that empowers frontline teams to deliver exceptional service.
If you’re a visionary leader with a passion for customer success and the ability to turn insights into action, we want to hear from you. The position reports to the SMI Director North EMEA and can be based at any of our regional sites (in or close to Vilnius, Copenhagen, Helsinki, Stockholm - to mention but a few), with flexibility to travel.
Ready to lead the way in customer experience and growth? Apply now and join us in shaping the future of customer engagement.
Qualifications
Business degree at BSC level or equivalent, combined with 5-7 years business experience, of which 4-5 years’ experience comes from commercial roles
Experience in leading Customer Experience of large customers and / or experience in Business Development
Experience and ability to work independently in Microsoft Office, Microsoft Dynamic
Proven ability to intelligently operate and navigate in a multinational, corporate environment, profound experience working in matrix roles
Experience with stakeholder management – proven ability to deal with stakeholders on senior management level and towards customers
Strong communication and presentation skills – the right person will enjoy working collaboratively and creatively, with both Customers and colleagues
This role requires excellent language skills, oral and written, in English as well as one of our Baltic or Nordic languages.
Fair recruitment in DS Smith
Don’t meet every single requirement? At DS Smith, we are proud to recruit across a wide range of candidates. We are thriving for being a diverse workplace where everyone can realize their potential. We see equality and diversity as a strength. Thus, we hope that you will apply for the position even if you do not necessarily meet all the requirements.
About us
DS Smith is part of International Paper and consists of approximately 70,000 employees worldwide. Our offering consists of developing corrugated packaging solutions, both customized and standard sizes. In addition, we provide a range of complementary packaging, e.g. void-fill materials, edge protection and sealing, in order to provide customized and climate-smart solutions as needed.
DS Smith focuses on realizing the potential of our employees every day, and you will have nearly endless opportunities for independent prioritization of your daily work in a good work environment with colleagues of all ages and nationalities. Like all DS Smith colleagues, we are proud of the opportunity to make a sustainable difference in a market-leading company.
Read more at https://www.dssmith.com
Further information
This is a permanent position with placement at one of our North EMEA (Lithuania, Denmark, Sweden, Latvia, Estonia, Finland) offices, with occasional travels to other sites.
Contact our recruitment team at nordic.recruitment@dssmith.com for questions regarding the process and your application. Please note that we do not accept applications via email. We use digital screening questions and work psychological assessments as selection tools for fair and unbiased recruitment.
Last day of application is November 25th, and interviews are expected to be held shortly thereafter. Start date according to agreement.
Please apply with your CV in English.
Warmly welcome with your application!
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