Director of Customer Experience

1 month ago

Honolulu, United States Foodland Full time

Foodland Super Market, Ltd. is locally owned and operated and has been doing business in Hawai`i for over 75 years. Foodland is strongly committed to sharing our passion for extraordinary service, unmatched quality, and innovation, and delivering exceptional food and shopping experiences to inspire our community.


We are currently seeking a positive, outgoing, organized, highly motivated individual with a passion for customer service to join our marketing team as a Director of Customer Experience


As the director of customer experience, you are responsible for leading and overseeing customer experience programs throughout the company. This includes managing, growing and developing a strong group of customer service team members to provide exceptional support to all stores and employees in alignment with the company’s vision and direction. In addition, this position will be the main point of contact with the company’s CX platform provider and oversee and manage customer experience data.


Essential Duties:

  • Lead team members in providing exceptional service to customers (in-person, phone, email).
  • Improve processes to help team work more efficiently and effectively.
  • Oversee, track, analyze and report on customer satisfaction in various areas of the shopping experience.
  • Work closely with the CX platform provider to utilize data to create insightful reports that can be used to improve the customer experience.
  • Work with cross-functional teams throughout the company to improve opportunities and maximize identified strengths.
  • Develop new company-wide initiatives and strategies to increase overall customer satisfaction and loyalty.
  • Enhance and build upon current customer service programs and training to continue to strengthen the service culture at our company.
  • Identify trends and opportunities to enhance the customer experience and make recommendations for execution.
  • Work collaboratively with store operations to improve systems and processes to increase customer satisfaction levels.
  • Take a passionate, proactive and creative approach in working with various teams to ensure customer satisfaction goals are met and programs are customer focused.
  • Ensure execution of all customer experience initiatives and make recommendations for revisions to drive results.
  • Understand and live by company mission, vision, values, guiding principles, and house rules.
  • Additional duties as assigned.


Knowledge/Skills:

  • Proven knowledge and strong passion for customer service and creating outstanding customer experiences.
  • Proven ability in managing and leading teams to drive results.
  • Strategic thinking and approach - ability to lead projects, create program plans, and work with others in a collaborative way to meet department and company goals.
  • Ability to manage and organize multiple concurrent projects effectively and meet multiple deadlines.
  • Strong analytical and problem-solving skills.
  • Team player with excellent interpersonal skills
  • Ability to solve problems and think creatively
  • Proficiency in Microsoft Word, Excel, Office, and PowerPoint.
  • Excellent communication skills, both oral and written.


Education/Experience:

  • Bachelor’s degree in Business, Communications, Hospitality or related field
  • 8+ years of experience in customer service.
  • 4+ years in managing teams.
  • Retail and operations experience preferred.


Working Environment:

  • This position involves traveling to store locations and/or neighboring islands for initiative implementation and training.
  • Requires ability to work a flexible schedule including weekends and holidays to accommodate the business.
  • Work is conducted in an office environment and may require work to be conducted in non-standard workplaces, including stores.


Mental Demands:

  • Must be able to analyze reports, interpret findings, and effectively problem-solve based on data.
  • Must be able to comprehend, remember and implement processes, procedures.
  • Must be able to learn new tasks, adapt to changes, and stay updated with industry trends.
  • Must be able to make quick but sound decisions at times with minimal information.
  • Must be able to read, interpret and respond to reports, emails, or other written materials and create documents and presentations.
  • Must maintain focus during tasks, especially when dealing with intricate details or repetitive work.
  • The position involves reading reports, emails, or other written materials as well as writing and creating documents and presentations.
  • Will be required to speak publicly when presenting information to various audiences including hourly employees, managers, and senior leaders.


Physical Demands:

  • Frequently sits, performs desk-based computer tasks, and stands and/or walks for long periods in stores.
  • Occasional lifting, and/or carrying, pushing, and/or pulling merchandise that weighs up to 15 pounds.


Communication Demands:

The position requires talking and listening to employees, supervisors, and executives; written communication to employees, supervisors, and executives; receiving and responding to written or verbal requests; reading; writing.


Foodland Super Market, Ltd. is an equal-opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Foodland does not discriminate based on disability, veteran status, or any other basis protected under federal, state, or local laws.

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