Manager of Customer Experience
Manager of Customer Experience
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Job Description
Position Overview
The Customer Experience Manager owns the business side of the relationship with Tier 2 and 3 customers in the region. The position builds working relationships with customers senior operational management to achieve high levels of customer satisfaction in relation to the companys operations and the development of/adherence to standard operating procedures. The role reports to Sr. Manager Customer Experience. Contributes to cross-functional teams in the delivery of projects and programs in support of customers business objectives; develops cost efficiencies; and brings key players together to solve problems and eliminate roadblocks. Works collaboratively with cross-functional Customer Experience (CXT) members to identify root causes of operational issues and garners the alignment and resources to solve chronic issues.Job Description
Description
- Monitor and manage contract renewals and pipeline for Tier 2 and 3 customers.
- Facilitate communications as appropriate to all stakeholders; effectively communicate with customers to resolve service issues and to evaluate their requests; prepare and present customer presentations to review project scope and progress.
- Monitor and support operational KPI improvement across assigned customers.
- Recommend and implement cost improvement opportunities.
- Monitor quarterly and annual contracted volume thresholds and conduct regular performance reviews to maintain compliance.
- Influence customer decision-making on key improvement initiatives.
- Manage with the CSS new business start-ups after handover from the New Business Development group.
- Coordinate operational planning around key customer events such as holiday planning grand openings anniversary sales major in-store events.
- Communicate and manage changes in Company operational policies and procedures.
- Manage Business continuity events.
- Travel Required: Yes
Environment
- Office Office Temperature (65F to 75F)
Skills
- Specialized Knowledge : Strong retail operations background required with in-depth knowledge of supply chain strongly preferred
- Special Skills : Strong communication skills; Strong analytical and business acumen; Strong project management skills; Strong technical computer skills
Years Of Experience
- 5-7 years of relevant work experience
Qualifications
Bachelors Degree - Art Bachelors Degree - BusinessShift
1st Shift (United States of America)Company
C&S Wholesale Grocers LLCAbout Our Company
C&S Wholesale Grocers LLC is an industry leader in supply chain solutions and wholesale grocery supply in the United States. Founded in 1918 as a supplier to independent grocery stores C&S now services customers of all sizes supplying more than 7500 independent supermarkets chain stores military bases and institutions with over 100000 different products. C&S also proudly operates and supports corporate grocery stores and services independent franchisees under a chain-style model throughout the Midwest South and Northeast. We are an engaged corporate citizen supporting causes that positively impact our communities.
Working Safely is a Condition of Employment at C&S Wholesale Grocers LLC. C&S Wholesale Grocers is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin age disability or veteran status or any other applicable state or federal protected class. The Company provides affirmative action in employment for qualified Individuals with a Disability and Protected Veterans in compliance with Section 503 of the Rehabilitation Act and the Vietnam Era Veterans Readjustment Assistance Act.
Required Experience:
Manager
Employment Type
Full-Time
