Customer Experience Program Lead

Alto-Shaam•Menomonee Falls, WI

About The Position

Acts as the customer advocate and project leader for strategic initiatives, Voice of Customer programs, and key account solutions. Oversees RFPs, customization, and rollout execution while maintaining day-to-day support for assigned accounts to stay closely connected to the customer experience. Partners with Sales, Operations, Supply Chain, and Product Management to deliver customer-driven improvements and scale successful solutions across the organization, creating lasting impact beyond individual accounts.

Requirements

Experience leading cross-functional projects and driving organizational change.
Strong stakeholder management, communication, and influencing skills.
Customer-focused mindset with strong business acumen and analytical capabilities.
Experience with RFPs, proposals, CRM systems, and customer-facing business processes.
Bachelor's degree or equivalent experience preferred.
5-8 years of related experience preferred; PMP certification preferred.

Responsibilities

Own the Voice of Customer program: collection, analysis, and translation of customer feedback into a prioritized set of projects and improvements.
Act as the voice of the customer in project planning and prioritization, and serve as a trusted advisor to customer stakeholders and executives, and to Sales, Operations, Planning, Supply Chain, and IT.
Lead customer-specific projects from concept through implementation and adoption, including customer rollouts, customer-specific requirements, and account-driven process changes.
Measure and quantify the business value of customer experience improvements, connecting project outcomes to Alto-Shaam's brand promise and to sustainable competitive advantage.
Own bid, RFP, and quote management for strategic and national accounts: coordinate pricing and proposals across functions. Develop responses to National/Strategic RFPs and quotes that articulate the Company’s value propositions and brand promises. Manage a repository of reusable RFP content.
Handle day-to-day customer service execution for assigned accounts — order entry, quote support, status inquiries, and standard issue resolution — maintaining hands-on account familiarity that keeps project and VoC work grounded in real customer experience.
Coordinate customer-specific customization requests and purchase order execution on complex accounts, partnering with Sales, Engineering, Product Management, and Operations.
Anchor the wider business into incremental change by scaling solutions proven on one account into standard practice across the customer base.
Develop visibility into customer trends, pain points, account opportunities, and emerging needs — both current account status and where each account is heading — and support account forecasting and rollout.
Apply strong conflict management and negotiation skills to resolve challenging customer and sales requests.
Support strategic planning and marketplace development by surfacing customer opportunities and risks.
Facilitate internal support of National and Strategic account relationships to ensure alignment across the enterprise via appropriate planning, execution, reporting, and data governance. Driving seamless collaboration between customers, partners, and internal teams.