Ventura Foods · 4 days ago
Director Customer Experience
United States
Full-time
Hybrid
Director/Executive
$146K/yr - $195K/yr
10+ years expVentura Foods is a leading B2B food manufacturing company seeking a Director of Customer Experience (CX) to transform customer interactions. The role involves driving the implementation of a CX roadmap, building a sustainable operating model, and fostering a customer-centric culture across all functions.
Food ProcessingManufacturing
Hiring Manager
Danielle (Tyler) Carson
Responsibilities
Lead the execution of our CX roadmap and customer journey mapping initiatives, ensuring alignment with the unique needs of B2B food manufacturing clients and partners
Design and implement a scalable CX operating model that integrates best practices across Sales, Operations, QA, IT, and Customer Service
Drive continuous improvement in customer service operations, including order management and case management, to ensure seamless delivery and support for our B2B clients
Develop and maintain dashboards and measurement systems to track CX performance, customer satisfaction, and key business metrics (CSAT, order fulfillment, case resolution)
Oversee the Voice of Customer (VoC) program, leveraging the Qualtrics platform to capture, analyze, and act on feedback from distributors, retailers, and business partners
Educate and engage the organization on CX best practices, fostering a culture of customer-centricity through training, communications, and enablement programs
Lead, coach, and develop a high-performing CX team, empowering managers and administrators to deliver exceptional service and insights
Collaborate with senior leadership and cross-functional teams to prioritize CX initiatives and ensure resources are aligned for maximum impact
Monitor and report on CX program effectiveness, providing actionable insights and recommendations to drive business results
Stay current on CX trends, technologies, and regulatory requirements in the food manufacturing industry, bringing innovative ideas to enhance the customer experience
Qualification
Required
Bachelor's degree is required
10+ years of progressive experience in customer experience, customer service, or related roles (SC, Customer Marketing), inclusive of 2 years in CX or Customer Service and direct people leadership is required
B2B industry experience is required
Proven success implementing CX roadmaps, journey mapping, and VoC programs (Qualtrics or similar platforms) in a multi-functional organization
Demonstrated ability to lead cross-functional teams and manage direct reports in a matrixed business setting
Experience with dashboard creation, data analytics, and performance measurement in CX or customer service operations
Ability to travel 25%, in North America
Deep expertise in CX strategy, customer journey mapping, and operationalizing CX across B2B commercial and manufacturing functions
Advanced knowledge of Voice of Customer (VoC) methodologies and platforms, especially Qualtrics
Strong analytical skills, with proficiency in dashboard development, data visualization, and CX metrics (NPS, CSAT, order fulfillment, case resolution)
Experience improving customer service operations, including order management and case management processes in a manufacturing context
Excellent leadership, coaching, and team development abilities
Outstanding communication and stakeholder management skills, able to influence at all levels
Ability to drive change, foster a customer-centric culture, and educate teams on CX best practices
Familiarity with CRM and CX technologies (Salesforce ServiceCloud, Qualtrics, etc.)
Proficiency in project planning, stakeholder engagement, and change management to ensure successful adoption of CX initiatives
Strategic thinker with a bias for action and continuous improvement
Knowledge of food manufacturing industry trends, regulatory requirements, and emerging CX technologies
Preferred
Master's degree preferred
Ideally the candidate has experience with food manufacturing environments
Benefits
Medical, Prescription, Dental, & Vision – coverage beginning on your 1st day for eligible employees
Profit Sharing and 401(k) matching (after eligible criteria is met)
Paid Vacation, Sick Time, and Holidays
Employee Appreciation Events and Employee Assistance Programs
Annual bonus (based on the incentive program terms and conditions)
Company
Ventura Foods
Ventura Foods – a leading producer of custom and proprietary dressings, sauces, mayonnaises, oils and other flavorings. It is a sub-organization of CHS Hedging.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Richard Mazer
Retired CEO and President
Bassam Fawaz
SVP & Chief Information Officer
Recent News
Company data provided by crunchbase