JOB DESCRIPTION
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%
Sysco is committed to Employment Equity. Accommodations during the recruitment process are available upon request for candidates with disabilities.
At Sysco, we aspire to create a global culture that is decidedly diverse, equitable, and inclusive – one where we foster belonging as we care for one another and connect the world through food and trusted partnerships. We are Better Together.
COMPANY OVERVIEW
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.
Our Purpose: Connecting the world to share food and care for one another
Our Mission: Delivering success for our customers through industry-leading people, products and solutions
Our Identity: Together we define our future of foodservice and supply chain
Here’s a sample of the many benefits Sysco colleagues enjoy:
Comprehensive Flexible Benefits including Health and Dental, Health Care Spending and Wellness Accounts • Short-Term and Long-Term Disability • Life Insurance • Voluntary Optional Insurance • Parental Leave Plan • Company Pension Plan • Group RRSP & TFSA • Employee and Family Assistance • Stock Purchase Plan • Maple Virtual Care • Unlimited on-line learning • Sysco product discounts • Preferred vendor discounts • Associate Resource Groups
(*benefits may vary based on location or bargaining unit)
ADDITIONAL INFORMATION
This Job Requisition was created with the help of AI. AI will not be used to make hiring decisions or who progresses in the Job Application process. If you have any questions, please reach out to our Talent and Acquisition Team.
This Job Requisition is for an existing vacancy.
Skills Required
- Bachelor's degree in a related discipline, or four additional years of relevant experience in lieu of a degree
- 7+ years of experience
- Deep understanding of customer experience principles, journey mapping, design thinking, and CX best practices
- Advanced experience with SQL, R, Python, SAS, Tableau, Power BI, Salesforce, and Microsoft Office
- Exceptional communication, presentation, and data visualization skills
- Project management and organizational skills for managing multiple complex projects
- Ability to influence senior leadership, drive organizational change, and build stakeholder consensus
- Leadership, mentorship, and team development skills
- Certified Customer Service Manager certification
Sysco Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Sysco and has not been reviewed or approved by Sysco.
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Healthcare Strength — Multiple national medical plan options with telehealth, behavioral health resources, and targeted programs indicate broad coverage and support. Preventive care access and ancillary offerings (dental, vision, Rx advocacy) further reinforce the package.
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Retirement Support — A 401(k) with automatic company contributions plus a match, alongside an employee stock purchase plan, underscores solid retirement support. At union locations, enhanced pension terms add to perceived long‑term value.
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Pay Growth & Progression — Recent collective bargaining outcomes with substantial wage increases demonstrate meaningful pay progression where contracts apply. In high‑volume markets, incentive structures can amplify earnings beyond base rates.
Sysco Insights
What We Do
Sysco is the global leader in selling, marketing and distributing food and related products to customers who prepare meals away from home. This includes restaurants, healthcare and educational facilities, lodging establishments, entertainment venues, and more. Sysco operates almost 340 distribution centers, in over 10 countries, with 76,000 colleagues serving approximately 730,000 customer locations. The company generated sales of more than $81 billion in fiscal year 2025 that ended June 28, 2025. As the world’s largest food-away-from-home distributor, Sysco offers customized supply chain solutions, bespoke specialty product offerings, and culinary support to drive customers to innovate and optimize their operations. We act as a trusted business partner to our customers, helping them grow through our industry-leading portfolio that includes fresh produce, premium proteins, specialty products, sustainably focused items, equipment and supplies, and innovative culinary solutions. For more information, visit www.sysco.com. For important news and key information for Sysco investors, visit the Investor Relations section of the company’s website at investors.sysco.com.
