Senior Manager, Customer Experience

C&S Wholesale Grocers • Houston, TX

3d • Onsite

About The Position

The Sr. Manager, Customer Experience is responsible for working collaboratively with customers to improve their experience with the company and help them stay relevant within the industry and fiscally healthy as an Independent and Chain Retailer. This position leads the company's customer experience (CX) team, execute and maintain best practices, and increase retention to drive improvements across the company through the voice of the customer.

Requirements

• Advanced knowledge of account and client relationship management
• Ability to communicate, present, and influence multiple levels within an organization
• Strong interpersonal and communication skills
• Embrace challenges; ability to manage multiple tasks at once
• Ability to engage with and influence others; strong problem-solving skills
• Motivated, goal oriented, persistent and strong negotiation skills
• 7-10: years of relevant work experience in sales or customer development with a track record of achieving objectives.
• Experience managing a team.
• Bachelor's Degree - Business

Nice To Haves

• Wholesale distributor experience a plus
• Sales leadership experience including implementation and ongoing management of goal setting, accountability metrics, and pipeline management

Responsibilities

• Develop and maintain relationships with key customers in order to create and implement best practices, grow sales and grow purchase concentration ratio all while maintaining customer advocacy
• Support customer's business strategy by providing/maintaining the highest level of service; develop solutions to enable revenue growth for both the customer and the company
• Drive business impact by building, developing and scaling existing team to generate growth and sales opportunities; and lead team to be organized, aligned with and accountable to company goals, focused on delivering the best possible support for the company's customers
• Manage escalated customer relationships efficiently and effectively
• Develop strategic priorities, and translate customer needs into development and sales opportunities for the company
• Proactively recommend enhancements to leadership to improve processes and support overall team objectives
• Monitor and manage contract renewals and expansion, as well as pipeline

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 5,001-10,000 employees