Customer Experience Manager

C&S Wholesale Grocers • York, PA

10d • Onsite

About The Position

The CXM owns outcomes for a portfolio of Tier 2 - 3 customers, leading cross-functional execution to improve service performance, renew on time, and reduce controllable costs, while managing systems and business-process integration from implementation through steady state.

Requirements

• 5–7 years relevant experience in customer experience/success, operations, supply chain, or program management serving enterprise/retail/CPG accounts.
• Strong retail operations background; strong working knowledge of supply chain.
• Cross-functional leadership and executive communication; project/program management; analytical fluency in excel/sheets and business systems
• Executive communication; analytical & business acumen; project/program management; strong technical/computer proficiency.
• Strong manufacturer and retail operations background required, with in-depth knowledge of supply chain strongly preferred
• Strong communication skills
• Strong analytical and business acumen
• Strong project management skills
• Strong technical computer skills
• Understands key CPG EDI documents and what they do
• Bachelor's Degree - Art, Bachelor's Degree - Business

Responsibilities

• Customer Leadership & QBRs: Serve as the primary business contact; run executive level QBRs that close open issues and translate performance into actions.
• Contract & Pipeline: Track renewals, deliverables, and volume thresholds; maintain an upsell/expansion pipeline with documented business cases.
• Service Performance: Monitor service KPIs (OTD/OTIF, internal and customer fill rate, appointment adherence, inventory accuracy, dwell/turn time, day to day customer issue resolution) and lead corrective plans to meet/maintain targets.
• Cost Improvement: Identify and deliver cost reductions across labor, slotting, transportation/mode mix, and process efficiency.
• Event Readiness: Build peak/event playbooks and coordinate readiness (capacity, cut‑offs, CPU/appointment strategy, communications, contingencies).
• Start‑Up/Transition: Partner on post‑sale start‑ups; stabilize KPIs to steady‑state targets and hand off into cadence.
• Systems & Business Process Integration: Manage end to end execution (Vendors/Partners/IT/Ops/), align SOP’s/SLA’s/handoffs, verify data flows, drive training/change control, and run hypercare to closure.
• Policy, Risk & Continuity: Communicate policy changes; own incident communications; lead post‑mortems and prevention.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level