Director Customer Experience- New Hyde Park, NY

Compass Group USA Inc•New Hyde Park, NY

62d•$115,000 - $130,000

About The Position

The Director, 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. This includes driving customer satisfaction, team development, and operational excellence across key markets.

Requirements

7+ years of progressive leadership experience in account management, customer service, or food services.
Proven success in business growth and retention.
Strong communication, presentation, and interpersonal skills.
Ability to prioritize, multitask, and adapt in a dynamic environment.
Analytical mindset with a focus on results.
Proficiency in Microsoft Office Suite and ability to learn proprietary systems.
Willingness to travel (~20%).

Nice To Haves

Bachelor's degree or equivalent experience.

Responsibilities

Lead the Direct Account Management team with a focus on customer retention and growth.
Build and maintain relationships with CDC's Top 25 customers across NY, CT, and NJ.
Shape and enhance the operating model to deliver exceptional customer experiences.
Collaborate with CDC leadership and departments to promote transparency and continuous improvement.
Participate in quarterly business reviews (QBRs) and company-wide performance initiatives.
Align routing and service response times with customer expectations.
Conduct annual performance reviews and provide coaching and career development.
Support recruitment and onboarding of new team members.
Champion corporate initiatives and foster a culture of urgency and hospitality.
Promote diversity, equity, and inclusion across the Account Management and Customer Service teams.
Identify opportunities to enhance profitability while maintaining customer value.
Analyze business metrics and trends to inform strategic decisions.
Link customer experience improvements to measurable business outcomes.

Benefits

Retirement Plan
Associate Shopping Program
Health and Wellness Programs
Discount Marketplace
Identity Theft Protection
Pet Insurance
Voluntary Benefits, including Critical Illness Insurance, Accident Insurance, Hospital Indemnity Insurance, Legal Services, and Choice Auto and Home Program
Medical
Dental
Vision
Life Insurance/AD
Disability Insurance
Commuter Benefits
Employee Assistance Program
Flexible Spending Accounts (FSAs)