Director, Customer Technical Insights

We make pet food taste great! For over 30 years, AFB International has been providing pet food solutions that enrich the lives of pets and their people.  Our palatants are specially designed to make pet foods, treats and supplements taste better, ensuring pets receive the vital nutrients they need. We know wagging tails, licking whiskers and empty bowls equal happy pets and happy pet parents. Join AFB and you'll be a part of a team of highly skilled professionals that provide the greatest contribution to our success as an organization. Our team members are diverse, creative, passionate experts who are genuinely dedicated to our mission, our customers, and the pets we serve worldwide. ​

Job Description

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Develop and implement Customer Technical Insights strategy to ensure alignment with regional business goals.
• Leverage advanced AI and data analytics tools to gather and analyze customer data, providing deeper insights into customer needs, preferences, and pain points.
• Build and maintain deep customer partnerships, co-creating products and solutions that drive customer success.
• Lead the development and execution of a comprehensive customer success program focused on continuous engagement and support.
• Create and implement a talent development program to attract, develop, and retain top talent within the team.
• Represent the company with executive presence and credibility in customer and industry forums.
• Collaborate with global teams to customize strategies based on regional needs and differences.

Supervisory Responsibilities Directly supervises up to 4 employees on the Customer Technical Insights team. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience

Master’s degree in food science, animal nutrition, flavor, or related field required; PhD preferred. Alternative education in chemical or food engineering considered. 10+ years of technical experience in product development, technical application, or technical services, with significant customer interaction.

Knowledge, Skills and Abilities To perform this job successfully, an individual must have the following knowledge, skills and abilities:

• Deep technical expertise in pet food palatants, nutrition, food, or flavor.
• Proven analytical thinking, creativity, and superior problem-solving skills.
• Demonstrated ability to translate scientific knowledge into commercially relevant language.
• Experience building deep customer partnerships and delivering value.
• Exceptional executive presence, interpersonal, and leadership skills.
• Global experience and ability to adapt strategies to regional needs.
• Data-driven mindset and proficiency with advanced analytics tools.
• Strategic thinking and initiative.

AFB International is an Equal Opportunity Employer (EOE). Qualified applicants are considered for employment without regard to race, religion, color, sex, age, disability, sexual orientation, genetic information, national origin, or veteran status.