01Overview
About arenaflex
At arenaflex, we're passionate about delivering exceptional customer experiences that drive business growth and loyalty. As a leading provider of innovative solutions, we're committed to empowering our customers to achieve their goals. Our Customer Experience team is at the forefront of this mission, and we're seeking an experienced leader to join our ranks.
Job Summary
We're looking for a seasoned Customer Experience Manager to lead our team of Account Managers in delivering outstanding customer support and building strong relationships with our clients. As a key member of our Customer Experience service model, you'll be responsible for driving success through the leadership of our customer-facing associates. Your focus will be on customer relationships and retention, ensuring that our team provides necessary customer support through efficient deployment of resources and engagement with our Region and Opsite departmental leaders.
Duties and Responsibilities
As a Customer Experience Manager at arenaflex, you'll be responsible for:
Resource Management: Ensure your team is properly staffed, oversee account management, execute performance management policies, business planning, and serve as the escalation point of contact for customer issues.
Relationship Building: Conduct customer visits, presentations, and business reviews with your team as needed, maintain relationships with Region and Opsite department leaders, build effective relationships with current and prospective customers, and engage with our Global Sales Center (GSC) and National Sales Leaders.
Team Leadership: Lead a team of Managers and be directly responsible for escalation and achievement of service levels, compliance, customer satisfaction, and issue resolution.
Team Development: Coordinate applicable Account Manager training to drive success, including industry/concept/segment knowledge, internal and external technology solutions, account management, communication, time management, and more.
Escalation and Issue Resolution: Escalate customer actions, including leading cross-functional collaboration to resolve issues and challenges.
Education and Experience
To be successful in this role, you'll need:
Education: A High School Degree is required, with a Bachelor's Degree preferred.
Experience: 5 years of relevant industry experience with Customer Relationship Management or B2B Sales Management experience is required. 7 years of experience in the Sysco Sales org or environment with a team selling approach is preferred.
Abilities and Skills
As a Customer Experience Manager at arenaflex, you'll need to possess:
Leadership Skills: Ability to manage and motivate a customer service organization comprised of contract business (CMU/LCC).
Initiative Management: Ability to manage end-to-end initiatives through challenging deadlines across Sales and CST.
Communication Skills: Strong communicator both internally and with customers.
Problem-Solving Skills: Effective problem solver and ability to multi-task.
Technical Skills: Expert in MS Office.
Work Environment
arenaflex is committed to providing a work environment that is inclusive and accessible to all employees. We will make reasonable accommodations to enable individuals with disabilities to perform the essential functions of this job.
Career Growth Opportunities and Learning Benefits
As a Customer Experience Manager at arenaflex, you'll have opportunities to:
Develop your leadership skills and expertise in customer experience management.
Collaborate with cross-functional teams to drive business growth and customer satisfaction.
Participate in training and development programs to enhance your skills and knowledge.
Contribute to the development of our Customer Experience service model and strategy.
Compensation, Perks, and Benefits .
