Manager, Customer Experience

C&S Wholesale Grocers•Kapolei, HI

10d•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 Manager, Customer Experience, you will manage the business side of the relationship with Tier 2 and Tier 3 customers in the region. The Manager is responsible for building working relationships with customers’ senior operational management to achieve high levels of customer satisfaction in relation to the company’s operations and the development of/adherence to standard operating procedures. The Manager contributes to cross-functional teams in the delivery of projects and programs in support of customers’ business objectives, develops cost efficiencies, and brings key stakeholders together to solve problems and eliminate roadblocks. The role works collaboratively with cross-functional Customer Experience (CXT) members to identify root causes of operational issues and secure alignment and resources to resolve chronic issues. The Manager, Customer Experience may also have Sales Team direct report responsibilities.

Requirements

Retail operations expertise, with in-depth knowledge of supply chain strongly preferred.
Excellent communication skills with the ability to engage effectively across stakeholders.
Strong analytical skills and business acumen.
Proven project management capabilities.
Advanced technical proficiency and computer skills.
Demonstrated leadership skills with the ability to lead a team and influence cross-functional partners to drive results.
Willingness and ability to travel frequently.
5-7 years of experience in account management, sales in the retail industry.
Bachelor's Degree - Business
Bachelor's Degree - Marketing

Responsibilities

Monitoring and managing contract renewals and pipeline for Tier 2 and Tier 3 customers.
Facilitating communication with all stakeholders; effectively communicating with customers to resolve service issues and evaluate 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.
Monitoring quarterly and annual contracted volume thresholds and conducting regular performance reviews to maintain compliance.
Influencing customer decision-making on key improvement initiatives.
Counseling retail customers on P&L opportunities, including operations, labor, gross margins, merchandising, and advertising.
Managing new business start-ups after handover from the New Business Development group.
Coordinating operational planning around key customer events such as holiday planning, grand openings, anniversary sales, and major in-store events.
Communicating and managing changes in company operational policies and procedures.
Managing business continuity events.
Traveling for food shows, meetings, and customer visits, approximately 50%.