Bilingual Digital Customer Experience Manager

1 week ago


Industry, United States LEE KUM KEE Full time

**ABOUT THE COMPANY**
Founded in 1888, Lee Kum Kee, a Hong Kong-based global food company, specializes in creating condiments and sauces that promote Chinese cuisine worldwide. With more than 200 products to choose from, Lee Kum Kee takes the mystery out of cooking authentic and delicious Asian foods in the comfort of your kitchen. Lee Kum Kee is committed to providing authentic and innovative condiments and sauces featuring the highest quality ingredients. Armed with a unique management culture, stringent quality control, superb and innovative products, coupled with the century-long brand reputation, Lee Kum Kee has achieved unanimous recognition and won numerous prestigious awards.

Lee Kum Kee (USA) Inc., a division of Lee Kum Kee International Holdings Ltd., has its headquarters and manufacturing facilities in Southern California with more than 300 employees. We are looking for the best and brightest talents to join our company and work together to bring the next level of success

**BENEFITS**
- Medical, dental, life insurance covered by the company
- 401(k) retirement plan with company match
- Two (2) weeks vacations
- Ten (10) paid holidays
- Hybrid/remote work schedule available

***

The Digital Customer Experience Manager is responsible for executing consumer-centric digital strategies and leading activities to monitor and optimize every touchpoint of the customer journey, with the aim of driving customer satisfaction to build retention and boost brand loyalty and advocacy. This role will work in close collaboration with cross-functions teams to deliver a superb digital and offline customer experience, with a specific focus on professional consumers in the Foodservice segment.

**ESSENTIAL FUNCTIONS**

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Strives to build the Lee Kum Kee brand and enhance the customer journey by developing and implementing digital and offline strategies to deliver delightful interactions and superb experience across multiple customer touchpoints (company app, website, offline interactions, etc.). Ensure each touchpoint of the customer journey is effective and engaging so as to build the Lee Kum Kee brand, drive repeat purchase, loyalty and referrals.
- Effectively utilizes the company app to assess and analyze customer insights, feedback, and data to identify customer pain points and understand consumer behaviors and trends. Continuously seeks to improve customer experience when using the APP based on analytics and derived insights.
- Collaborates with the Digital Innovation, zone marketing and channel marketing teams to ensure alignment on key brand messages, sales and marketing goals, and the overall digital customer experience.
- Collaborates with cross-functional teams to ensure the customer experience initiatives are aligned with business goals and branding, marketing, and sales objectives.
- Collaborates with the channel sales and marketing teams to identify opportunities for creating and developing solutions for customers, as well as cross-selling and up-selling opportunities.
- Manages customer relations by participating in customer interactions, events, and monitoring and contributing to discussions across online and offline chef communities.
- Designs and implements standards and guidelines to ensure consistent and exceptional experience delivery for building customer relations.
- Advocates on behalf of customers to deliver improvements, identify needs, and communicate expectations in products, services, and support.
- Monitors and measures key performance indicators (KPIs) related to customer satisfaction, retention, and loyalty, while providing regular reports and insights to senior management and stakeholders.
- Other responsibilities and duties as assigned.

**COMPETENCIES**
- Problem Solving
- Drive for Results
- Managing & Measuring Work
- Building Effective Teams
- Motivating Others

**SUPERVISORY RESPONSIBILITIES**

This position may have supervisory responsibilities in accordance with the Company’s policies and applicable laws as the business continues to grow. Supervisory responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; career planning for the team and addressing complaints and resolving problems.

**QUALIFICATIONS**

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

**REQUIRED EDUCATION, SKILLS and EXPERIENCES**
- Bachelor’s degree in business administration, marketing, business management, communications, psychology, or a related field from an accredited university is required; MBA


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