Sr. Manager, Customer Experience

C&S Wholesale Grocers•Miami, FL

10d•Hybrid

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 Sr. Manager, Customer Experience, you will work collaboratively with customers to enhance their overall experience with the company and support their success within the industry. This role focuses on helping Independent and Chain Retailers remain competitive and financially healthy. The position leads the company’s Customer Experience (CX) team, implements and maintains best practices, and drives improvements across the organization through the voice of the customer to strengthen retention and satisfaction. Job Description Full-Time, Hybrid Role Location: Miami, FL (regular travel to retail store locations required)

Requirements

Advanced knowledge of account and client relationship management.
Strong interpersonal, communication, and presentation skills, with the ability to influence multiple levels within an organization.
Strong problem-solving, organizational, and multitasking skills, with the ability to adapt to challenges and drive results.
Proven sales leadership experience, including implementation and management of goal setting, accountability metrics, and pipeline management.
Experience managing a team.
Motivation, persistence, and strong negotiation skills.
Willingness and ability to travel frequently.
7-10 years of relevant work experience in sales or customer development, with a demonstrated record of achieving objectives.
Bilingual (English/Spanish) is required.

Nice To Haves

Wholesale distribution experience preferred.

Responsibilities

Developing and maintaining strong relationships with key customers to create and implement best practices, grow sales, and increase purchase concentration ratio while maintaining customer advocacy.
Supporting customer business strategies by delivering the highest level of service and developing solutions that drive revenue growth for both the customer and the company.
Building, developing, and scaling the Customer Experience team to drive growth and sales opportunities.
Ensuring alignment with company goals and accountability for delivering excellent customer support.
Managing escalated customer relationships promptly, efficiently, and effectively.
Developing strategic priorities and translating customer needs into actionable development and sales opportunities for the company.
Proactively recommending enhancements to leadership to improve processes and support overall team objectives.
Monitoring and managing contract renewals, expansions, and sales pipeline activity.
Managing business continuity events to ensure minimal disruption to customer operations.
Traveling frequently to retail store locations, approximately 30%.