Customer Experience Director
3 days ago
About Foodland Super Market, Ltd.
Foodland Super Market, Ltd. is a locally owned and operated company with a rich history of serving the community for over 75 years. Our commitment to delivering exceptional food and shopping experiences has earned us a reputation as a trusted and beloved brand in Hawai`i.
We are seeking a highly motivated and experienced professional to join our marketing team as a Director of Customer Experience. As a key member of our team, you will be 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 our company's vision and direction.
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
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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