Manager, Customer Experience at Sysco

Louisville, Kentucky, United States

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Food Distribution, Sales, Customer ServiceIndustries

Requirements

High School Degree required; Bachelor’s Degree preferred
5 years relevant industry experience with Customer Relationship Management or B2B Sales Management required
7 years experience in Sysco Sales org or environment with team selling approach preferred
Ability to manage and motivate a customer service organization comprised of contract business (CMU/LCC)
Ability to manage end-to-end initiatives through challenging deadlines across Sales and CST
Act as an escalation point for customer challenges through appropriate teams
Strong communicator both internally and with customers
Effectively present skills, problem solver, and ability to multi-task
Expert in MS Office

Responsibilities

Resource Management: Ensure team is properly staffed, oversee account management, execute performance management policies, business planning, serve as escalation point of contact for customer issues, drive collaboration between CST and Region/OpSites
Relationship Building: Conduct customer visits, presentations, and business reviews with team as needed; maintain relationships with Region and OpSite department leaders; build effective relationships with current/prospective customers; engage with GSC and National Sales Leaders
Lead a team of Managers, directly responsible for escalation, achievement of service levels, compliance, customer satisfaction, and issue resolution
Team Development: Coordinate applicable AM training to drive success (industry/concept/segment knowledge, internal and external technology solutions, account management, communication, time management, etc.)
Escalate customer actions including leading cross-functional collaboration to resolve issues and challenges

Skills

Key technologies and capabilities for this role

Team LeadershipAccount ManagementCustomer Relationship ManagementPerformance ManagementBusiness PlanningResource ManagementEscalation ManagementCustomer RetentionSales SupportTraining Coordination

Questions & Answers

Common questions about this position

What is the compensation for the Manager, Customer Experience role?

The pay range provided is not indicative of Sysco’s actual pay range but is merely algorithmic and provided for generalized comparison. Factors that may be used to determine rate of pay include specific skills, work location, work experience and other individualized factors.

Is this a remote position or does it require fieldwork?

This position resides in the field with a sales territory in zip code 40214 and involves customer visits.

What skills and experience are required for this role?

Requires 5 years relevant industry experience with Customer Relationship Management or B2B Sales Management, strong communication skills, ability to manage and motivate teams, problem-solving, multitasking, and expertise in MS Office. A Bachelor’s Degree is preferred along with 7 years in Sysco Sales preferred.

What does the team structure look like for this position?

The role leads a team of Account Managers and Managers, focusing on resource management, performance, and collaboration with Region and Opsite leaders.

What makes a strong candidate for the Customer Experience Manager role?

Strong candidates have 5+ years in Customer Relationship Management or B2B Sales, preferably 7 years in Sysco Sales, with skills in team leadership, communication, problem-solving, and MS Office expertise.

Sysco

Foodservice distribution for restaurants and healthcare

About Sysco

Sysco Corporation specializes in foodservice distribution, primarily serving restaurants, healthcare facilities, and educational institutions. The company offers a variety of products and services, including food items, kitchen equipment, and marketing support, tailored to meet the specific needs of its clients. Sysco differentiates itself from competitors by providing comprehensive solutions, such as the "Restaurants Rising Toolkit" during the COVID-19 pandemic, which helps restaurants adapt to new dining trends. The goal of Sysco is to make running a restaurant easier and more profitable for its clients.

Houston, TexasHeadquarters

1970Year Founded

IPOCompany Stage

Food & AgricultureIndustries

Benefits

Health Insurance

401(k) Retirement Plan

401(k) Company Match

Professional Development Budget

Performance Bonus

Risks

Increased competition from tech-driven solutions could impact Sysco's market share.

Reliance on partnerships for technology advancements may pose risks if results are unmet.

Socially responsible investing trends may pressure Sysco to improve ESG standards.

Differentiation

Sysco offers comprehensive B2B solutions, including food products, equipment, and marketing services.

The company provides flexible payment options and waives delivery minimums for scheduled deliveries.

Sysco's 'Restaurants Rising Toolkit' supports restaurants adapting to new dining trends.

Upsides

Sysco can capitalize on the demand for plant-based and alternative protein products.

The rise of ghost kitchens offers Sysco opportunities for specialized supply chain solutions.

Digital transformation in foodservice allows Sysco to enhance service offerings and engagement.

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