Customer Experience Manager

C&S Wholesale Grocers•Miami, FL

1d•Onsite

About The Position

Keep our communities fed. Our focus is simple but meaningful — from our distribution centers to our offices, every employee of C&S and our family of companies works to help feed local families, neighbors, and communities. As a Customer Experience Manager, you will own the business relationship with customers in the assigned region. This position builds working relationships with customers’ senior operational management to achieve high levels of satisfaction related to company operations and adherence to standard operating procedures. The role reports to the Sr. Director, Customer Experience, and contributes to cross-functional teams in the delivery of projects and programs that support customers’ business objectives. You will develop cost efficiencies and bring key stakeholders together to solve problems and remove roadblocks. The role works collaboratively with cross-functional Customer Experience (CXT) team members to identify root causes of operational issues and secure alignment and resources to resolve chronic challenges.

Requirements

Strong retail operations background required.
In-depth knowledge of supply chain preferred.
Excellent communication and interpersonal skills.
Strong analytical and business acumen.
Proven project management skills.
Proficiency with technical and computer systems.
Willingness and ability to travel frequently.
5-7 years of relevant work experience.

Nice To Haves

Bilingual (English/Spanish) is preferred.

Responsibilities

Monitoring and managing contract renewals and the customer pipeline.
Facilitating communication with all stakeholders; effectively addressing customer service issues and evaluating customer requests.
Preparing and presenting customer presentations to review project scope and progress.
Monitoring and supporting operational KPI improvement across assigned customers.
Recommending and implementing cost improvement opportunities.
Tracking quarterly and annual contracted volume thresholds and conducting regular performance reviews to maintain compliance.
Growing sales within the region.
Influencing customer decision-making on key improvement initiatives.
Managing new business start-ups after handover from the New Business Development group.
Coordinating operational planning for key customer events, including holiday planning, grand openings, anniversary sales, and major in-store events.
Communicating and managing changes to company operational policies and procedures.
Managing business continuity events as needed.
Traveling frequently to retail store locations, approximately 30%.