Manager, Customer Experience

Job summary

Develop and improve customer experience frameworks, analyze customer data, identify emerging trends, and lead innovation in CX strategy. Present strategic recommendations to executives and the Board, mentor analysts, and lead cross-functional initiatives across business departments.

Job details

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. 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%

What you’ll do

Develop and improve customer experience frameworks, analyze customer data, identify emerging trends, and lead innovation in CX strategy. Present strategic recommendations to executives and the Board, mentor analysts, and lead cross-functional initiatives across business departments.

Requirements

Requires 7 or more years of experience and a bachelor's degree in a related discipline, or four additional years of relevant experience in lieu of a degree. Candidates should have deep CX expertise, advanced analytical and communication skills, proficiency with relevant data and business intelligence tools, and demonstrated leadership, project management, and stakeholder influence; a Certified Customer Service Manager certification is listed.

Listed skills

• Data visualization · Preferred
• Power BI · Preferred
• SQL · Preferred
• Tableau · Preferred
• Mentorship · Preferred
• Data analysis · Preferred
• Project management · Preferred
• Salesforce · Preferred
• Python · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer Experience Strategy
• Customer Journey Mapping
• Design Thinking
• Data Analysis
• SQL
• R
• Python
• SAS
• Tableau
• Power BI
• Salesforce
• Data Visualization
• Executive Communication
• Project Management
• Cross-Functional Leadership
• Mentorship

Job areas

• Customer Service & Support
• Management & Leadership
• Data & Analytics
• Transportation
• Logistics

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