Customer Experience Manager - NY, NJ, CT Markets

Compass Group•New York, NY

47d•$75,000 - $85,000•Hybrid

About The Position

The Manager of Customer Experience plays a critical role within Coffee Distributing Company’s (CDC) Account Management Team, leading strategic efforts to grow and retain CDC Direct business. Duties include driving customer satisfaction, team development, client retention, and operational excellence across key markets.

Requirements

Bachelor’s degree or equivalent experience
4+ years of progressive leadership experience in account management and/or customer service
Proven success in business growth and retention
Strong communication, presentation, and interpersonal skills
Ability to prioritize, multitask, and adapt in an agile environment
Adapt easily to new and proprietary technologies
Willingness to travel locally (~20%)

Responsibilities

Drive performance of the Direct Account Management team by leading Account and Associate Account Managers to strengthen customer retention and accelerate growth
Build and maintain relationships with CDC’s key customers across NY, NJ, and CT
Enhance the operating model incorporating success metrics, such as Client Health and Satisfaction, resulting in consistent and exception customer experiences
Collaborate with CDC leadership and departments to promote transparency and continuous improvement
Champion corporate initiatives, fostering a culture of accountability and hospitality
Promote diversity, equity, and inclusion across the Direct Account Management function
Conduct annual performance reviews, providing coaching and career mapping
Analyze business metrics and trends to inform retention strategies
Link customer experience improvements to measurable business outcomes