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Manager, Customer Experience

1 month ago

Hatfield, United States Clemens Food Group LLC Full time

At Clemens Food Group, we are dedicated to providing the highest quality service and products to our customers. Our mission is to be the leader in the industry, constantly innovating and improving our processes to ensure exceptional customer experiences. We pride ourselves on our commitment to excellence and our ability to foster a culture of continuous improvement, collaboration, and growth. As part of our team, you will join a dynamic and forward-thinking organization that values its employees and encourages professional development.

In the CES Manager role at Clemens, you are an experienced professional with a proven track record in creating Standard Operating Procedures (SOPs) and implementing process improvement initiatives to enhance customer experience. You are well-versed in industry best practices and deeply understand customer experience management within the food production or related industries. Your extensive network within the industry allows you to leverage the latest trends, technologies, and insights to improve our customer experience strategies continuously.

**What You Will Do**

We are seeking a Manager, Customer Experience (CES) to lead and manage our Customer Experience department. In this role, you will:

- Define the Future State: Automate administrative tasks and align talent to new departmental structures.
- Lead Service Solutions: Develop and implement best-in-class service solutions to expand our capabilities and improve customer experiences.
- Customer Experience Improvement: Utilize customer feedback to set targets and drive growth, proactively leading initiatives to enhance service across all customer channels.
- Technology and Tools: Seek out and implement best-in-class technology processes and tools to optimize our operations.
- Succession Planning: Develop and manage a succession plan for the department, ensuring a strong pipeline of talent for future leadership roles.
- Process and Performance Management: Establish processes for monitoring performance, identify and implement best practices, and drive improved results using Continuous Improvement tools.
- Cross-Functional Collaboration: Interface with cross-functional partners to ensure alignment with CES initiatives, providing input on the development of Standard Operating Procedures.
- Technical Knowledge: Familiarity with customer experience metrics (NPS, CES) and continuous improvement frameworks.
- Customer Interaction: Engage with customers to resolve issues and explore growth opportunities.

**Why Join Us**

Join us at Clemens Food Group and be part of a company that values innovation, collaboration, and professional development. Together, we can achieve great things.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

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