Customer Experience Manager

Location: Remote 

Exemption: Exempt 

OUR COMPANY:

Ventura Foods is a leading global manufacturer of branded and custom food products that proudly helps food providers in the U.S., Canada and more than 60 other countries earn a special place on consumers’ tables.  We do this by continually crafting custom dressings, sauces, mayonnaises, and other food solutions that exceed peoples’ expectations for great-tasting flavors and high-quality ingredients.

Headquartered in Brea, California, Ventura Foods operates 14 manufacturing facilities, 3 culinary centers, and numerous distribution centers across North America. When you work in our manufacturing and distribution facilities, you get a strong foundation of training, a manager who cares about you and celebrates your success, a safe environment, and challenging work.  As part of our team, your future is limited only by how much you’re willing to push yourself to get there. We invest in your growth, because you invest in ours.

Position Summary:

The Customer Experience Manager is an experienced leader with a primary focus on developing and implementing a robust Voice of the Customer (VoC) and CX measurement program. You will be responsible for measuring and enhancing overall customer experience, executing an omnichannel strategy via an experience management platform, and driving action plans based on customer feedback. Additionally, this role involves overseeing communication strategies and documenting key processes. You will also partner with Human Resources to ensure there is an aligned understanding regarding the relationship between employee experience feedback and customer experience feedback, as well as, partner with the Project Management Office to put an 'insights-to-action' program into place, ensuring all teams can take action on relevant customer feedback. This new role will be reporting to the Vice President, Customer Experience and will be interacting frequently, in a visible way, with senior leaders across the organization.

Major Duties and Responsibilities:

• Voice of the Customer Program: Develop and implement a comprehensive VoC program to capture, analyze, and act upon customer feedback across all touchpoints. Design surveys, feedback loops, and other mechanisms to gather insights into customer preferences, expectations, and satisfaction.
• Customer Experience Measurement: Establish key performance indicators (KPIs) and metrics to measure and evaluate the effectiveness of customer experience initiatives. Utilize data-driven insights to identify areas for improvement and track progress over time. Work with each department to define which metrics will define their contribution to the overall customer experience. 
• Omnichannel Strategy: Develop and execute an omnichannel customer experience strategy to ensure a seamless and consistent experience across various communication and interaction channels. Collaborate with cross-functional teams to align strategies with organizational goals.
• Action Planning and Initiative Prioritization: In partnership with the PMO, drive the development of action plans based on customer feedback, ensuring timely and effective implementation. Prioritize initiatives based on impact and feasibility, collaborating with relevant teams to drive continuous improvement.
• Communication Strategy: Develop and implement communication strategies to engage customers, employees, and stakeholders in the customer experience journey. Ensure consistent and transparent communication of key initiatives and improvements.
• Experience Management Platform Management: Oversee and manage Ventura Foods' experience management platform and tools to collect, analyze, and visualize customer feedback. Collaborate with IT and other relevant departments to optimize the use of technology for enhancing customer experience.
• Competitive Benchmarking: Conduct regular competitive analysis to identify industry best practices and opportunities for differentiation. Benchmark our customer experience against industry leaders and implement strategies to stay ahead.
• Process Documentation: Document and maintain detailed processes related to customer experience management, VoC program, and related initiatives. Provide training and resources to internal teams to ensure adherence to established processes.

Education and Experience:

• Bachelor's degree required, MBA preferred.
• 7+ years of relevant work experience, with at least 5 years experience in Customer Experience, Customer Success or related field is required.
• Prior experience in developing and operationalizing CX metrics program is required.
• Experience working with complex organizations, delivering successful outcomes is required.
• Experience leading workshops, understanding and meeting customer needs is required.<