Manager of Customer Experience

Sysco - Ankeny, IA

Full-time - Mid Level

Ankeny, IA

5,001-10,000 employees

Merchant Wholesalers, Nondurable Goods

About the position

The Manager of Customer Experience is responsible for leading a team of Account Managers to enhance customer relationships and retention within the Customer Experience service model. This role focuses on providing customer support, managing resources effectively, and ensuring high levels of customer satisfaction through collaboration with various departments and stakeholders.

Responsibilities

• Resource Management - ensuring the team is properly staffed and overseeing account management.
• Executing performance management policies and business planning.
• Acting as an escalation point of contact for customer issues.
• Driving collaboration between CST and Region/OpSites.
• Relationship Building - conducting customer visits, presentations, and business reviews as needed.
• Maintaining relationships with Region and OpSite department leaders.
• Building effective relationships with current and prospective customers.
• Engaging with GSC and National Sales Leaders.
• Leading a team of Managers responsible for service levels, compliance, customer satisfaction, and issue resolution.
• Team Development - coordinating applicable AM training to drive success in various areas.
• Escalating customer actions and leading cross-functional collaboration to resolve issues.

Requirements

• High School Degree required; Bachelor's Degree preferred.
• 5 years of relevant industry experience in Customer Relationship Management or B2B Sales Management required.
• 7 years of experience in Sysco Sales organization or environment with a team selling approach preferred.
• Ability to manage and motivate a customer service organization.
• Ability to manage end-to-end initiatives through challenging deadlines across Sales and CST.
• Strong communication skills, both internally and with customers.
• Effective presentation skills, problem-solving abilities, and multitasking expertise.
• Expert in MS Office.

Benefits

• Reasonable accommodations for individuals with disabilities.