Responsibilities

We’re looking for a Senior Manager, Customer Engagement to build and lead the function that turns a first order into a lasting customer relationship. You’ll make working with Kingdom easy and reliable, and turn what you learn from customers into improvements in how customers use our ingredients and work with us on an ongoing basis.
You’ll start hands-on with customer orders and fulfillment: learning the process, improving it from the customer’s perspective, and scoping reliable automations to scale our capacity and minimize manual work. As you support the build-out of reliable AI-assisted systems, you’ll create more time for proactive customer engagement and improvements driven by recurring needs. Customer follow-through remains central to the role as it grows; automation helps you support more customers without losing the personal attention and judgment they need.
You’ll work directly with our VP of Commercialization and partner with our GTM, supply chain, science, and regulatory teams. You’ll have the opportunity to build and lead Kingdom’s customer engagement function, with room to develop the systems and team as our customer base grows across ingredients and markets in the coming years.
If you join, you will:
Own the ongoing customer experience
Build trusted relationships with customers through regular check-ins tailored to their needs. The customer engagement function will own post-launch requests and support, while the GTM function will lead ingredient sales and expansion.
Anticipate operational issues and lead customer-facing resolution: bring the right colleagues together, agree on next steps, and keep customers informed until the issue is resolved.
Share demand changes and customer requirements with Supply Chain, and give customers and the commercial team clear updates on lead times and fulfillment risks, including quality issues. Coordinate a response when customer needs and delivery capacity do not align.
Build customer operations that scale
Own and improve customer onboarding, documentation, order intake, tracking, and order communications through fulfillment. Improve the experience as you learn where customers and colleagues encounter friction and partner with Supply Chain on execution.
Scope and support the build-out of AI-assisted workflows: define rules and exceptions, test outputs, monitor failures, and set clear points for human review. Use what you learn to reduce manual work and improve reliability.
Create reliable systems to track customer volume commitments, agreed pricing tiers, forecasts, risks, and next actions.

Senior Manager, Customer Engagement at Kingdom · LumiJobs

Senior Manager, Customer Engagement

Responsibilities

Benefits

Company

Kingdom

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