Job details

Manager, Customer Experience

JOB SUMMARY:This position is part of the Customer Experience service model and resides in the field. The role is responsible for leading a team of Account Managers who provide customer support by building relationships with new and existing accounts for CMU and LCC business. The Customer Experience Manager drives success through the leadership of the customer-facing associates within the Customer Experience Organization. The role will focus on customer relationships and retention by ensuring the team of Account Managers provide necessary customer support through efficient deployment of resources and engagement with Region and Opsite departmental leaders.DUTIES AND RESPONSIBILITIES:• Resource Management – responsible for ensuring team is properly staffed, oversees account management, executing performance management policies, business planning, escalation point of contact for customer issues, drives collaboration between CST and Region/OpSites• Relationship Building – customer visits, presentations and business reviews with team as needed, maintain relationships with Region and OpSite department leaders, build effective relationships with current/prospective customers, engage with GSC and National Sales Leaders• Leads a team of Managers, and as a team is directly responsible for escalation and achievement of service levels, compliance, customer satisfaction, and issue resolution.• Team Development – coordinate applicable AM training to drive success; industry/concept/segment knowledge, internal and external technology solutions, account management, communication, time management, etc.• Escalation of customer actions including leading cross-functional collaboration to resolve issues and challengesEDUCATION:• High School Degree required• Bachelor’s Degree preferredEXPERIENCE:• 5 years relevant industry with Customer Relationship Management or B2B Sales Management experience required• 7 years experience in Sysco Sales org or environment with team selling approach preferredABILITIES AND SKILLS:• Ability to manage and motivate a customer service organization comprised of contract business (CMU/LCC)• Ability to manage end to end initiatives through challenging deadlines across Sales and CST• Act as an escalation point for customer challenges through appropriate teams• Strong communicator both internally and with customerEffectively present skills, problem solver and ability to multi-task• Expert in MS OfficeWORK ENVIRONMENT• Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions of this job.

Sysco Glassdoor Company Review

3.2

Sysco DE&I Review

3.65

CEO of Sysco

Kevin Hourican

Approve of CEO

Average salary estimate

$70000 / YEARLY (est.)

min

max

$60000K

$80000K

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What You Should Know About Manager, Customer Experience, Sysco

As the Manager of Customer Experience at our company based in Bound Brook, NJ, you'll take on a pivotal role in leading a dedicated team of Account Managers who focus on cultivating strong relationships with both new and existing customers. Your passion for customer satisfaction and your leadership skills will be crucial as you drive success through the management of the Customer Experience Organization. In this position, you'll have the opportunity to directly influence customer retention by ensuring that your team delivers top-notch support and meets customer needs effectively. You'll engage with various departmental leaders, strategize resource allocation, and coordinate team training, all while keeping a solid eye on service levels and compliance. This role will also require you to present to customers and conduct business reviews, allowing you to build productive relationships with stakeholders. Bring your strong communication skills and problem-solving abilities, and expect to collaborate with cross-functional teams for seamless issue resolution. If you're inherently motivated, enjoy fostering teamwork, and have a knack for managing customer relationships in the B2B landscape, then we're excited to meet you and see how you can contribute to our Customer Experience mission.

Frequently Asked Questions (FAQs) for Manager, Customer Experience Role at Sysco

What are the key responsibilities of the Manager, Customer Experience at our company?

The Manager, Customer Experience at our company is responsible for leading a team of Account Managers, focusing on relationship building with customers, managing resources effectively, and ensuring compliance and customer satisfaction. This role ensures that all team members deliver the necessary customer support while collaborating closely with departmental leaders.