Senior Manager, Customer Experience

Job description

Position Overview The Sr. Manager, Customer Experience is responsible for working collaboratively with customers to improve their experience with the company and help them stay relevant within the industry and fiscally healthy as an Independent and Chain Retailer. This position leads the company's customer experience (CX) team, execute and maintain best practices, and increase retention to drive improvements across the company through the voice of the customer. Job Description: Description: - Develop and maintain relationships with key customers in order to create and implement best practices, grow sales and grow purchase concentration ratio all while maintaining customer advocacy - Support customer's business strategy by providing/maintaining the highest level of service; develop solutions to enable revenue growth for both the customer and the company - Drive business impact by building, developing and scaling existing team to generate growth and sales opportunities; and lead team to be organized, aligned with and accountable to company goals, focused on delivering the best possible support for the company's customers - Manage escalated customer relationships efficiently and effec...