Customer Experience Manager
C&S Wholesale Grocers
full-time
Posted on:
Location Type: Office
Location: Keene • New Hampshire, Pennsylvania • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Serve as the primary business contact; run executive level QBRs that close open issues and translate performance into actions.
- Track renewals, deliverables, and volume thresholds; maintain an upsell/expansion pipeline with documented business cases.
- Monitor service KPIs (OTD/OTIF, internal and customer fill rate, appointment adherence, inventory accuracy, dwell/turn time, day to day customer issue resolution) and lead corrective plans to meet/maintain targets.
- Identify and deliver cost reductions across labor, slotting, transportation/mode mix, and process efficiency.
- Build peak/event playbooks and coordinate readiness (capacity, cut‑offs, CPU/appointment strategy, communications, contingencies).
- Partner on post‑sale start‑ups; stabilize KPIs to steady‑state targets and hand off into cadence.
- Manage end to end execution (Vendors/Partners/IT/Ops/), align SOP’s/SLA’s/handoffs, verify data flows, drive training/change control, and run hypercare to closure.
- Communicate policy changes; own incident communications; lead post‑mortems and prevention.
Requirements
- 5–7 years relevant experience in customer experience/success, operations, supply chain, or program management serving enterprise/retail/CPG accounts.
- Strong retail operations background; strong working knowledge of supply chain.
- Cross-functional leadership and executive communication; project/program management; analytical fluency in excel/sheets and business systems
Benefits
- Working Safely is a Condition for Employment
- Equal Opportunity Employer
- Affirmative action in employment for qualified Individuals with a Disability and Protected Veterans
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
KPI monitoringcost reductionprocess efficiencyproject managementanalytical fluencydata flow verificationtraining/change controlexecutive communicationbusiness case developmentupsell/expansion pipeline management
Soft skills
cross-functional leadershipcommunicationproblem-solvingincident managementstakeholder managementteam coordinationcustomer issue resolutionstrategic planningadaptabilitypost-mortem analysis