Manager, Customer Experience

JOB DESCRIPTION

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%

Sysco is committed to Employment Equity. Accommodations during the recruitment process are available upon request for candidates with disabilities.

At Sysco, we aspire to create a global culture that is decidedly diverse, equitable, and inclusive – one where we foster belonging as we care for one another and connect the world through food and trusted partnerships. We are Better Together.

COMPANY OVERVIEW

Sysco is the global leader in foodservice distribution. With over 71,000 colleagues and a fleet of over 13,000 vehicles, Sysco operates approximately 333 distribution facilities worldwide and serves more than 700,000 customer locations. We offer our colleagues the opportunity to grow personally and professionally, to contribute to the success of a dynamic organization, and to serve others in a manner that exceeds their expectations. We’re looking for talented, hard-working individuals to join our team. Come grow with us and let us show you why Sysco is at the heart of food and service.

Our Purpose: Connecting the world to share food and care for one another

Our Mission: Delivering success for our customers through industry-leading people, products and solutions

Our Identity: Together we define our future of foodservice and supply chain

Here’s a sample of the many benefits Sysco colleagues enjoy:

Comprehensive Flexible Benefits including Health and Dental, Health Care Spending and Wellness Accounts • Short-Term and Long-Term Disability • Life Insurance • Voluntary Optional Insurance • Parental Leave Plan • Company Pension Plan • Group RRSP & TFSA • Employee and Family Assistance • Stock Purchase Plan • Maple Virtual Care • Unlimited on-line learning • Sysco product discounts • Preferred vendor discounts • Associate Resource Groups

(*benefits may vary based on location or bargaining unit)

ADDITIONAL INFORMATION

This Job Requisition was created with the help of AI. AI will not be used to make hiring decisions or who progresses in the Job Application process. If you have any questions, please reach out to our Talent and Acquisition Team.

This Job Requisition is for an existing vacancy.