Customer Experience Manager

C&S Wholesale Grocers - Edison, NJ

Full-time - Mid Level

Edison, NJ

Merchant Wholesalers, Nondurable Goods

About the position

The Customer Experience Manager is responsible for managing the business relationship with Tier 2 and 3 customers in the region, focusing on enhancing customer satisfaction and operational efficiency. This role involves collaborating with senior operational management, contributing to cross-functional teams, and addressing operational issues to support customer objectives. The position requires effective communication, project management, and analytical skills to drive improvements and manage customer expectations.

Responsibilities

• Monitor and manage contract renewals and pipeline for Tier 2 and 3 customers.
• Facilitate communications with all stakeholders and effectively communicate with customers to resolve service issues.
• Prepare and present customer presentations to review project scope and progress.
• Monitor and support operational KPI improvement across assigned customers.
• Recommend and implement cost improvement opportunities.
• Monitor quarterly and annual contracted volume thresholds and conduct regular performance reviews.
• Influence customer decision-making on key improvement initiatives.
• Manage new business start-ups after handover from the New Business Development group.
• Coordinate operational planning around key customer events such as holiday planning and major in-store events.
• Communicate and manage changes in company operational policies and procedures.
• Manage business continuity events.

Requirements

• 5-7 years of relevant work experience in customer experience or supply chain management.
• Strong retail operations background with in-depth knowledge of supply chain preferred.
• Strong communication skills.
• Strong analytical and business acumen.
• Strong project management skills.
• Strong technical computer skills.

Nice-to-haves

• Bachelor's Degree in Art or Business.

Benefits

• Weekly Pay
• Benefits available from day 1 (medical, dental, vision)
• Company matched 401k
• PTO and Holiday Pay offered
• Career Progression Opportunities
• Tuition Reimbursement
• Employee Health & Wellness program
• Employee Discounts / Purchasing programs
• Employee Assistance Program