Customer Experience Manager

3 weeks ago


Chicago, United States Diversified Foodservice Supply, LLC Full time

As the Customer Experience Manager (CXM) at Diversified Foodservice Supply (DFS), you will drive customer satisfaction and loyalty by ensuring a seamless and impactful experience across all touchpoints. Through customer feedback analysis, cross-functional collaboration, and strategic improvements, you will play a critical role in shaping and elevating our customer experience (CX) aligned with DFS’s value proposition of choice, service, value, and speed.



Key Responsibilities:

  • Customer Journey Mapping: Develop and map the customer journey to identify key touchpoints and friction points and create strategies to improve customer satisfaction throughout the lifecycle.
  • Voice-of-the-Customer (VOC): Collect, analyze, and action customer feedback from various sources, including surveys, online submissions, and direct feedback channels to improve products and services.
  • Key Performance Indicators (KPIs): Develop and track KPIs related to the DFS value proposition of Choice, Service, Value, and Speed to monitor performance, identify issues, and measure improvement progress, ex. tracking “perfect order” performance metrics.
  • CX Project Management: Identify customer pain points and lead cross-functional meetings with key stakeholders to develop, assign, and track initiatives to reduce friction and improve overall customer experience.
  • Competitive Landscape: Research and understand key competitor’s customer experience and offers as a point of comparison for reaching parity or exceeding with DFS customer experience
  • Customer Loyalty & Retention: Implement initiatives that enhance customer loyalty and advocacy, fostering long-term relationships with clients through targeted retention strategies.
  • Cross-Functional Leadership: Collaborate with marketing, product, sales, and customer service teams to ensure a unified and exceptional customer experience at all stages of interaction.
  • Training & Development: Facilitate training programs to ensure team members deliver consistent, high-quality service aligned with the DFS customer-first approach.
  • Continuous Improvement: Lead projects that streamline processes and remove pain points, ensuring DFS stays ahead of evolving customer needs and industry trends.

Technology Utilization: Leverage tools like CRM systems and customer feedback platforms to optimize customer interactions and gain actionable insights Education & Experience Requirements:

  • College degree required.
  • Experience in the foodservice industry or restaurant background is a plus


Qualifications:

Bachelor’s degree in business, marketing, or related field

  • 5+ years of experience in customer experience, marketing, sales, customer service, or a related field within a B2B or distribution environment.
  • Proven experience managing voice-of-the-customer (VOC) and/or customer insights programs
  • Strong analytical skills and a data-driven mindset to interpret feedback and drive decision-making.
  • Creative problem solver with intellectual curiosity
  • Excellent communication and interpersonal skills, with the ability to influence cross-functional teams.
  • Strong project management and organizational skills.
  • Proficient in using CRM tools, analytics software, and other customer experience management platforms.

Work Environment:

  • Must be willing to travel up to 20%.
  • Remote work and shared office space arrangements as needed.

Physical Requirement:

  • Position requires individual to sit for long periods of time
  • Position (may) require(s) lifting up 10lbs



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