Joining King's Hawaiian makes you part of our `ohana (family). We are a family-owned business for over seventy years, respecting our roots while thinking about our future as we continue to grow and care for our customers and the communities we serve. Our `ohana members build an environment of inclusivity as they freely collaborate, pursue learning through curiosity, and explore innovation as critical thinkers. Beyond that, we are also passionate about supporting the long-term health and well-being of our employees and their families. If you're excited to rise with our team, come and join our `ohana!
As the Customer Experience Manager, you will be responsible for leading the development and implementation of strategies to enhance customer satisfaction, loyalty, and overall experience. You will oversee a team dedicated to ensuring seamless interactions across all touchpoints, driving retention and advocacy while identifying opportunities for continuous improvement. This role requires a blend of strategic thinking, operational excellence, and a deep understanding of customer needs and behaviors. Employees in this position may interact with their leader several times a week to receive guidance and feedback.
ESSENTIAL JOB DUTIES AND RESPONSIBILITIES

• Provide leadership, guidance, and mentorship to a team of customer experience specialists.
• Set clear performance expectations, monitor team performance, and provide regular feedback and coaching to drive continuous improvement.
• Foster a positive and collaborative team environment focused on delivering exceptional service and achieving key performance metrics.
• Develop and implement policies, procedures, and standards to optimize efficiency, quality, and consistency of service delivery.
• Monitor service levels and key performance indicators (KPIs), such as response times, resolution rates, and customer satisfaction scores, and take proactive measures to address any issues or trends.
• Identify opportunities for process improvements, automation, and technology enhancements to enhance the customer experience and drive operational efficiency.
• Collaborate with cross-functional teams to develop and execute customer experience strategies aligned with organizational goals and objectives.
• Act as a liaison between the customer experience department and other internal stakeholders, including sales, marketing, and operations, to ensure alignment and collaboration on customer-related initiatives.
• Resolve escalated customer issues and complaints, demonstrating empathy, professionalism, and a commitment to finding mutually satisfactory solutions.
• Analyze customer experience performance data, including customer feedback, contact volumes, and service metrics, to identify trends, insights, and areas for improvement.
• Prepare and present regular reports and dashboards to senior manager, highlighting key performance indicators, achievements, and opportunities for optimization.

BASIC AND PREFERRED QUALIFICATIONS (EDUCATION and/or EXPERIENCE)

• 5 plus years of related industry, customer facing, and management experience preferred.
• Proficiency in Microsoft Windows Office Suite applications required.
• Experience in True Commerce, 1WorldSync, EDI, and SAP is preferred.

ADDITIONAL QUALIFICATIONS (JOB SKILLS, ABILITIES, KNOWLEDGE)

• The ability to communicate and work effectively across functional groups.
• The ability to think strategically and translate strategy into operational tactics for direct reports.
• Ability to effectively present information and respond to questions from groups of managers.
• Ability to write reports, business correspondence, and procedure manuals.

King's Hawaiian is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for our ohana.