Purpose
The Customer Experience Manager at Sysco is a highly strategic and influential role, providing expert-level analytical leadership and driving significant impact on the company's customer experience strategy. This individual acts as a trusted advisor to executive leadership, leading complex analyses, developing innovative solutions, and shaping long-term CX initiatives. The Customer Experience Manager possesses deep customer insights, exceptional analytical skills, and a proven ability to translate data into actionable strategies that drive business value and enhance customer loyalty.
Responsibilities
- Develop & Refine CX Frameworks & Methodologies: Develop and refine analytical frameworks, methodologies, and tools to improve the effectiveness of CX processes, measurement, and decision-making. Introduce innovative approaches to customer data analysis and insight generation.
- Drive CX Innovation & Thought Leadership: Proactively identify emerging CX trends, technologies, and evolving customer needs. Provide thought leadership and drive innovation within the customer experience function, influencing industry best practices.
- Influence Executive Decision-Making: Present complex analyses, strategic recommendations, and CX program performance updates to executive leadership and the Board of Directors, influencing key decisions that shape Sysco's customer-centric culture and business strategy.
- Mentor & Develop Analytical Talent: Mentor and develop high-potential analysts within the customer experience organization, fostering a culture of analytical excellence and continuous improvement.
- Cross-Functional Collaboration & Leadership: Lead and manage complex, cross-functional projects related to CX initiatives, ensuring alignment and collaboration across departments (Sales, Marketing, Operations, Technology, Supply Chain).
Skills
- Deep understanding of customer experience principles, methodologies (e.g., journey mapping, design thinking), and best practices.
- Mastery of data analysis tools (e.g., SQL, R, Python, SAS), business intelligence platforms (e.g., Tableau, Power BI), CRM systems (e.g., Salesforce), and Microsoft Office Suite (Excel, PowerPoint, Word).
- Exceptional communication (written and verbal), presentation, and data visualization skills, with the ability to effectively communicate complex information to executive audiences.
- Exceptional project management and organizational skills, with the ability to manage multiple complex projects simultaneously.
- Proven ability to influence senior leadership, drive change within a large organization, and build consensus among diverse stakeholders.
- Strong leadership, mentorship, and team development skills.
Certifications
- Certified Customer Service Manager (CCSM)
Education
Bachelor's degree in related discipline or an additional 4 years of relevant experience in lieu of degree
Experience
7+ years of experience
Physical Demands
Reasonable accommodations will be taken where necessary
Travel Requirements
0-25% Purpose
The Customer Experience Manager at Sysco is a highly strategic and influential role, providing expert-level analytical leadership and driving significant impact on the company's customer experience strategy. This individual acts as a trusted advisor to executive leadership, leading complex analyses, developing innovative solutions, and shaping long-term CX initiatives. The Customer Experience Manager possesses deep customer insights, exceptional analytical skills, and a proven ability to translate data into actionable strategies that drive business value and enhance customer loyalty.
Responsibilities
- Develop & Refine CX Frameworks & Methodologies: Develop and refine analytical frameworks, methodologies, and tools to improve the effectiveness of CX processes, measurement, and decision-making. Introduce innovative approaches to customer data analysis and insight generation.
- Drive CX Innovation & Thought Leadership: Proactively identify emerging CX trends, technologies, and evolving customer needs. Provide thought leadership and drive innovation within the customer experience function, influencing industry best practices.
- Influence Executive Decision-Making: Present complex analyses, strategic recommendations, and CX program performance updates to executive leadership and the Board of Directors, influencing key decisions that shape Sysco's customer-centric culture and business strategy.
- Mentor & Develop Analytical Talent: Mentor and develop high-potential analysts within the customer experience organization, fostering a culture of analytical excellence and continuous improvement.
- Cross-Functional Collaboration & Leadership: Lead and manage complex, cross-functional projects related to CX initiatives, ensuring alignment and collaboration across departments (Sales, Marketing, Operations, Technology, Supply Chain).
Skills
- Deep understanding of customer experience principles, methodologies (e.g., journey mapping, design thinking), and best practices.
- Mastery of data analysis tools (e.g., SQL, R, Python, SAS), business intelligence platforms (e.g., Tableau, Power BI), CRM systems (e.g., Salesforce), and Microsoft Office Suite (Excel, PowerPoint, Word).
- Exceptional communication (written and verbal), presentation, and data visualization skills, with the ability to effectively communicate complex information to executive audiences.
- Exceptional project management and organizational skills, with the ability to manage multiple complex projects simultaneously.
- Proven ability to influence senior leadership, drive change within a large organization, and build consensus among diverse stakeholders.
- Strong leadership, mentorship, and team development skills.
Certifications
- Certified Customer Service Manager (CCSM)
Education
Bachelor's degree in related discipline or an additional 4 years of relevant experience in lieu of degree
Experience
7+ years of experience
Physical Demands
Reasonable accommodations will be taken where necessary
Travel Requirements
0-25%
