Manager, Customer Success Supply Chain

Galderma is the emerging pure-play dermatology category leader, present in approximately 90 countries. We deliver an innovative, science-based portfolio of premium flagship brands and services that span the full spectrum of the fast-growing dermatology market through Injectable Aesthetics, Dermatological Skincare and Therapeutic Dermatology. Since our foundation in 1981, we have dedicated our focus and passion to the human body's largest organ - the skin - meeting individual consumer and patient needs with superior outcomes in partnership with healthcare professionals. Because we understand that the skin, we are in shapes our lives, we are advancing dermatology for every skin story.

We look for people who focus on getting results, embrace learning and bring a positive energy. They must combine initiative with a sense of teamwork and collaboration. Above all, they must be passionate about doing something meaningful for consumers, patients, and the healthcare professionals we serve every day. We aim to empower each employee and promote their personal growth while ensuring business needs are met now and into the future. Across our company, we embrace diversity and respect the dignity, privacy, and personal rights of every employee.

At Galderma, we actively give our teams reasons to believe in our bold ambition to become the leading dermatology company in the world. With us, you have the ultimate opportunity to gain new and challenging work experiences and create an unparalleled, direct impact.

Job Title: Manager, Customer Success Supply Chain

Location: Ft. Worth, TX / (Hybrid)

Job Description:

The Manager of Customer Success leads the design, execution, and delivery of strategic customer engagement and operational excellence across CPG, eCommerce, and Prescription/Aesthetics channels. This role oversees customer-facing operations across the entire value chain, upstream and downstream, ensuring exceptional end‑to‑end support, optimizing cost‑to‑serve, and elevating customer satisfaction and commercial performance. As a key connection point between customers and internal partners, the position drives collaborative initiatives, ensures solution adoption, and strengthens long‑term partnerships through sophisticated cross‑functional collaboration with Sales, Supply Chain, Marketing, and Quality.

The ideal candidate understands both traditional CPG retail models and the evolving digital/eCommerce ecosystem, with the ability to successfully navigate regulated environments such as prescription-based and aesthetics categories.

Key Responsibilities

Customer Leadership, Strategic Partnerships & Commercial Enablement

• Serve as the senior relationship leader for CPG, eCommerce, and prescription/aesthetic customers, building deep partnerships based on understanding customer strategies and priorities.

• Act as the primary customer advocate, ensuring customer insights influence internal decisions, planning, and prioritization.

• Collaborate closely with Sales, Supply Chain, Marketing, and Quality to drive shared accountability for customer outcomes and operational readiness.

• Support commercial growth through alignment on product launches, promotions, and channel initiatives across mass, specialty, DTC, and aesthetic businesses.

• Champion digital tools, automation, and self‑service solutions that enhance scalability, operational speed, and customer engagement.

• Provide upstream customer input that informs innovation, product development, and channel strategy.

End-to-End Value Chain Stewardship & Customer Supply Chain Strategy

• Lead customer-facing execution across the full value chain including forecast alignment, demand planning, commercialization inputs, fulfillment, logistics, and returns.

• Develop and execute customer-specific supply chain strategies that improve availability, cost-to-serve, and operational performance.

• Ensure strong cross-functional alignment for accurate forecasting, reliable supply planning, and consistent delivery of customer commitments.

• Champion value‑chain improvements that reduce operational friction, enhance service, and strengthen customer competitiveness.

• Integrate omnichannel and eCommerce operational requirements into forecasting, fulfillment, content readiness, and post‑purchase workflows.

Operational Excellence, Performance Management & Continuous Improvement

• Define and manage customer service KPIs (OTIF, Fill Rate, Lost Sales, etc.), leading frequent operational reviews internally and with customers.

• Conduct thorough root-cause analysis and partner with Customer Service to resolve order‑to‑cash issues, service failures, deductions, and systemic inefficiencies.

• Continuously refine business and process metrics to maximize satisfaction, profitability, and operational reliability.

• Lead process and system enhancements that clarify service expectations, increase transparency, and strengthen supply chain performance.

• Track and influence cost‑savings initiatives, dispute management, and recovery efforts.

eCommerce & Omnichannel Operations

• Partner with digital commerce and marketplace teams to ensure strong operational performance across DTC, retail.com, and omnichannel environments.

• Identify capability gaps and drive readiness to expand the organization's eCommerce presence and competitiveness.

• Monitor key digital operations metrics and lead cross-functional actions to optimize customer experience and performance across online channels.

• Ensure eCommerce-specific requirements (content accuracy, fulfillment agility, forecasting models, reverse logistics) are embedded into core business processes.

Team Leadership, Collaboration & Organizational Enablement

• Lead, coach, and develop a high‑performing team responsible for customer operations strategy and service delivery.

• Foster a culture of best‑practice sharing, continuous improvement, and cross-functional alignment focused on customer success.

• Manage departmental budgets and allocate resources to support operational performance, customer needs, and business priorities.

Skills & Qualifications

• Bachelor's degree in business, Supply Chain, Logistics, or a related field required; master's degree (MBA) preferred.

• 5+ years of progressive experience in Customer Success, Customer Operations, Customer Service, Supply Chain, or Account Management within CPG, pharmaceutical/prescription, beauty, health/wellness, eCommerce, or aesthetics industries.

• 3+ years of people management experience required, with proven ability to lead teams and cross-functional project groups, including non-direct reports.

• Strong knowledge of CPG industry principles, retail operations, eCommerce ecosystems, and regulated product requirements such as PDMA.

• Demonstrated ability to drive measurable improvements in OTIF, fill rate, deductions, forecasting alignment, cost‑to‑serve, and overall customer experience.

• Experience leading end-to-end process design, operational transformation, and continuous improvement initiatives across cross-functional teams.

• Proficiency with Lean, Six Sigma, business process management, continuous improvement, and value stream mapping methodologies.

• Experience with order management systems and ERP platforms; strong proficiency in Microsoft Office (Word, Excel, Teams), Power BI dashboards and reporting/analytics tools.

• Strong cross-functional leadership and collaboration skills with the ability to influence across Sales, Supply Chain, Marketing, Quality, and external customers.

• Analytical, strategic, and operationally minded, with excellent communication, problem‑solving, and decision‑making capabilities.

Core Competencies

Customer Partnership & Advocacy

Supply Chain Strategy & Cost-to-Serve Optimization

Upstream/Downstream Value Chain Management

eCommerce & Omnichannel Execution

KPI Management

PDMA Compliance & Regulatory Governance

Continuous Improvement & Systems Enablement

Budget Ownership & Resource Management

Leadership & Talent Development

What we offer in return

You will be working for an organization that embraces diversity & inclusion and believe we will deliver better outcomes by reflecting the perspectives of our diverse customer base. You will also have access to a range of company benefits, including a competitive wage with shift differential, annual bonus opportunities and career advancement and cross-training.

Next Steps

• If your application is successful and your profile is a match, we will invite you for a first virtual conversation with the recruiter.

• The next step is a virtual conversation with the hiring manager

• The final step is a panel conversation with the extended team

Our people make a difference

At Galderma, you'll work with people who are like you. And people that are different. We value what every member of our team brings. Professionalism, collaboration, and a friendly, supportive ethos is the perfect environment for people to thrive and excel in what they do.

Employer's Rights:

This job description does not list all the duties of the job. You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based on your performance of the tasks listed in this job description. The employer has the right to revise this job description at any time. This job description is not an employment contract, and either you or the employer may terminate employment at any time, for any reason. In addition, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.