Customer Experience Manager

Position Summary:The Customer Experience Manager is an experienced leader with a primary focus on developing and implementing a robust Voice of the Customer (VoC) and CX measurement program. You will be responsible for measuring and enhancing overall customer experience, executing an omnichannel strategy via an experience management platform, and driving action plans based on customer feedback. Additionally, this role involves overseeing communication strategies and documenting key processes. You will also partner with Human Resources to ensure there is an aligned understanding regarding the relationship between employee experience feedback and customer experience feedback, as well as, partner with the Project Management Office to put an 'insights-to-action' program into place, ensuring all teams can take action on relevant customer feedback. This new role will be reporting to the Vice President, Customer Experience and will be interacting frequently, in a visible way, with senior leaders across the organization.

Major Duties and Responsibilities:Voice of the Customer Program: Develop and implement a comprehensive VoC program to capture, analyze, and act upon customer feedback across all touchpoints. Design surveys, feedback loops, and other mechanisms to gather insights into customer preferences, expectations, and satisfaction.Customer Experience Measurement: Establish key performance indicators (KPIs) and metrics to measure and evaluate the effectiveness of customer experience initiatives. Utilize data-driven insights to identify areas for improvement and track progress over time. Work with each department to define which metrics will define their contribution to the overall customer experience.Omnichannel Strategy: Develop and execute an omnichannel customer experience strategy to ensure a seamless and consistent experience across various communication and interaction channels. Collaborate with cross-functional teams to align strategies with organizational goals.Action Planning and Initiative Prioritization: In partnership with the PMO, drive the development of action plans based on customer feedback, ensuring timely and effective implementation. Prioritize initiatives based on impact and feasibility, collaborating with relevant teams to drive continuous improvement.Communication Strategy: Develop and implement communication strategies to engage customers, employees, and stakeholders in the customer experience journey. Ensure consistent and transparent communication of key initiatives and improvements.Experience Management Platform Management: Oversee and manage Ventura Foods' experience management platform and tools to collect, analyze, and visualize customer feedback. Collaborate with IT and other relevant departments to optimize the use of technology for enhancing customer experience.Competitive Benchmarking: Conduct regular competitive analysis to identify industry best practices and opportunities for differentiation. Benchmark our customer experience against industry leaders and implement strategies to stay ahead.Process Documentation: Document and maintain detailed processes related to customer experience management, VoC program, and related initiatives. Provide training and resources to internal teams to ensure adherence to established processes.

Education and Experience:Bachelor's degree required, MBA preferred.7+ years of relevant work experience, with at least 5 years experience in Customer Experience, Customer Success or related field is required.Prior experience in developing and operationalizing CX metrics program is required.Experience working with complex organizations, delivering successful outcomes is required.Experience leading workshops, understanding and meeting customer needs is required.Prior hands-on experience using Experience Management platforms (such as Qualtrics, Medallia and/or similar), creating dashboards/scorecards and action planning processes is required.Ability to travel 25% in North America.

Knowledge and Skills:Solid track record of facilitating cross-functional teams across multiple stakeholders.Must have good commercial skills and the ability to work within a complex cross-functional environment.Demonstrate courageous leadership, willing and able to challenge the status quo with authority and mutual respect and support and reinforce ongoing positive change.Strong communication skills with demonstrated ability to communicate visually to storytell in a compelling way.Strong strategic vision and passion for customer success through use of processes, standards and technology.Ability to architect services and support delivery models that align with current customer segments.Data-driven, analytical and a problem-solver, able to prioritize amidst ambiguity and competing priorities.Strong customer advocacy with the ability and willingness to engage directly with customers.Ability to communicate well with individuals, teams, and partners at any level of the organization.Working knowledge of Salesforce or another common CRM platform.Willing and able to address escalated client issues with speed and urgency.Demonstrated implementing a culture of continuous improvement.

Why Join Us:Ventura Foods offers career growth opportunities as well as competitive compensation and benefits:Medical, Prescription, Dental, & Vision – coverage beginning on your 1st day for eligible employeesProfit Sharing and 401(k) matching (after eligible criteria is met)Paid Vacation, Sick Time, and HolidaysEmployee Appreciation Events and Employee Assistance ProgramsSalary Base Range of $123,300 – $161,000 for Employees Located in California*Annual bonus (based on the incentive program terms and conditions)*The “base salary range” provided above is a good faith estimate of what we expect to pay for this position. The range provided is for California-based employees as Ventura Foods is required by California State Law to post pay rates. Ventura Foods reserves the right to pay outside of the given range based on a variety of factors including but not limited to: candidate skills and experience, complexity of the job, budgetary factors, and location/geography. Ventura Foods conducts regular reviews of compensation ranges and therefore reserves the right to alter this range at any given time.

Diversity & Inclusion:Our commitment to a diverse and inclusive environment in which all employees are treated with respect is evident in our company culture and values. We believe that fostering an environment of inclusion and a focus on diversity across our organization is vital to attracting top talent, driving innovation, and meeting the high expectations of our customers in a rapidly evolving global marketplace.

Ventura Foods is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.