Customer Experience Manager

Position OverviewThe CXM owns outcomes for a portfolio of Tier 2 - 3 customers, leading cross-functional execution to improve service performance, renew on time, and reduce controllable costs, while managing systems and business-process integration from implementation through steady state.

Job Description

Key Responsibilities

• Customer Leadership & QBRs: Serve as the primary business contact; run executive level QBRs that close open issues and translate performance into actions.
• Contract & Pipeline: Track renewals, deliverables, and volume thresholds; maintain an upsell/expansion pipeline with documented business cases.
• Service Performance: Monitor service KPIs (OTD/OTIF, internal and customer fill rate, appointment adherence, inventory accuracy, dwell/turn time, day to day customer issue resolution) and lead corrective plans to meet/maintain targets.
• Cost Improvement: Identify and deliver cost reductions across labor, slotting, transportation/mode mix, and process efficiency.
• Event Readiness: Build peak/event playbooks and coordinate readiness (capacity, cut‑offs, CPU/appointment strategy, communications, contingencies).
• Start‑Up/Transition: Partner on post‑sale start‑ups; stabilize KPIs to steady‑state targets and hand off into cadence.
• Systems & Business Process Integration: Manage end to end execution (Vendors/Partners/IT/Ops/), align SOP’s/SLA’s/handoffs, verify data flows, drive training/change control, and run hypercare to closure.
• Policy, Risk & Continuity: Communicate policy changes; own incident communications; lead post‑mortems and prevention.

Success Measures (12–18 months)

• Customer sentiment & renewal: QBR notes show no unresolved material concerns; renewal executed by target date.
• Service performance: Service KPIs defined in SOW/QBR are meeting or exceeding target levels for two consecutive months and maintained thereafter.
• Escalation hygiene: Zero surprise escalations; 100% incidents closed with RCA (root cause analysis)/CAPA (corrective and preventative action) within SLA (service level agreement) and preventative control(s) in place.
• Peak/event readiness: Current playbooks exist ≥30 days pre‑event; referenced in standups; after‑action completed with improvements captured.

Qualifications

• 5–7 years relevant experience in customer experience/success, operations, supply chain, or program management serving enterprise/retail/CPG accounts.
• Strong retail operations background; strong working knowledge of supply chain.
• Cross-functional leadership and executive communication; project/program management; analytical fluency in excel/sheets and business systems
• Skills: Executive communication; analytical & business acumen; project/program management; strong technical/computer proficiency.

Skills

• Strong manufacturer and retail operations background required, with in-depth knowledge of supply chain strongly preferred
• Strong communication skills
• Strong analytical and business acumen
• Strong project management skills
• Strong technical computer skills
• Understands key CPG EDI documents and what they do

Environment

• Office : Office Temperature (65F to 75F)

QualificationsBachelor's Degree - Art, Bachelor's Degree - Business

Shift1st Shift (United States of America)

CompanyES3, LLC

About Our Company

ES3 is an experienced team of third-party logistics experts, saving Consumer Packaged Goods manufacturers significant time and money every day. A pioneer of the collaborative distribution model, ES3 provides solutions across all channels, optimizing its supply network to expedite replenishment. ES3 does this by combining warehousing, mixing, and distribution services under one roof in a multi-manufacturer, collaborative model optimized by advanced technology.
Working Safely is a Condition for Employment with ES3, LLC. ES3, LLC is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or veteran status, or any other applicable state or federal protected class. The Company provides affirmative action in employment for qualified Individuals with a Disability and Protected Veterans in compliance with Section 503 of the Rehabilitation Act and the Vietnam Era Veterans’ Readjustment Assistance Act.