Director Customer Experience- New Hyde Park, NY
About The Position
Canteen brings break time to everyone. We combine food, service, and experience backed by industry-leading technology to help companies create a better workplace and connect their employees. Canteen’s solutions include markets, office coffee and snacks, unattended retail, and culinary. Our people are at the heart of everything we do. Their dedication, collaboration, and passion fuel our growth. Interested in joining our team? You bring the enthusiasm, customer service, and commitment; we’ll supply the opportunity and innovation. Together, we’ll continue to transform our industry. Come for the job, stay for the career. We are Canteen.Job SummaryDirector, Customer ExperienceLocation: NY, CT, NJ MarketsReports to: Senior Leadership 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
- Bachelor’s degree or equivalent experience.
- 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%).
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)
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What This Job Offers
Job Type
Full-time
Career Level
Director
Number of Employees
5,001-10,000 employees
