Job Description

The Vice President of Innovative Customer Experiences is responsible for the vision and strategy of the holistic customer experience throughout the Refreshments portfolio. Our vision for customer experience excellence is alignment to strategic customer segments? expectations and goals, for seamless and engaging experiences that sustain profitable growth. This role reports to the Refreshments President and influences the senior management team and operations teams to provide innovative interactions and mutual value to our customers and clients. As strategic customers? expectations evolve, this role will drive ongoing alignment to maximize customer lifetime value and growth.

The role will focus on customer-centric solutions and holistic perspectives on breakroom and retail innovation that create differentials in the market. The VP will develop customer experience programs that include customer research and analytics, customer success KPIs, and business process improvement. This executive will work closely with all departments to jointly embed and facilitate customer experience excellence ownership and alignment.

Job Responsibilities

This individual has a customer-centric mindset and ability to create shared vision, inspire collaboration, and drive change with momentum. This executive has a strong background in customer research and analytics techniques, customer strategy, process improvement, human-centered design, and performance management. This individual has proven ability to manage diverse initiatives and navigate ambiguity with an entrepreneurial mindset.

Innovative Customer Experience Vision

? Responsible for the overall customer experience strategy and vision with a clear understanding of the marketplace plus; operator, customer and client needs.

? Develop holistic strategies for increasing customer value at each stage of the customer experience map in order to achieve and maintain an advantage in the market.

? Apply customer science insights to discover what motivates customers and use the findings to create more engaging customer experiences.

? Coordinate the various roles associated with customer experience management throughout the company, minimizing silos of systems, data, assumptions, performance, and customer touchpoints.

? Establish and rollout the customer experience roadmap and establish KPIs for success including strengthening the Refreshments brand, customer satisfaction, and profitable growth.

? Responsible for developing solutions that differentiate Refreshments in key areas like wellness, sustainability, and digital engagement.

? Works with Growth and Operation Leadership to develop the B2B selling stories as key brand differentials.

Program and Data Analytics

? Works with the Technology Team to ensure we have the right strategy and solutions that include our key stakeholders: operators, customers, and clients.

? Ensures program training and support are provided to the operators and that standards are fully executed resulting in sustainable growth in sales, customer satisfaction, and increased profits.

? Works collaboratively with the B2B Communication Team to develop PR campaigns, case studies and proof points.

Qualifications

Bachelor?s degree in Marketing required. Master?s preferred.

10 years? experience in customer research and analytics techniques, customer strategy, process improvement, human-centered design and performance management

Demonstrated ability to create shared vision, inspire collaboration, and drive change with momentum.

Track record of customer-centric decision-making and program success

More than two customer experience and development roles previously, such as voice of customer, experience design, customer care, customer intelligence, customer loyalty

Travel: 50%

Education

About Aramark

Our Mission

Rooted in service and united by our purpose, we strive to do great things for each other, our partners, our communities, and our planet.

At Aramark, we believe that every employee should enjoy equal employment opportunity and be free to participate in all aspects of the company. We do not discriminate on the basis of race, color, religion, national origin, age, sex, gender, pregnancy, disability, sexual orientation, gender identity, genetic information, military status, protected veteran status or other characteristics protected by applicable law.

About Aramark

The people of Aramark proudly serve millions of guests every day through food, facilities, and uniform services in 19 countries around the world. Rooted in service and united by our purpose, we strive to do great things for each other, our partners, our communities, and our planet. We believe a career should develop your talents, fuel your passions, and empower your professional growth. So, no matter what you're pursuing - a new challenge, a sense of belonging, or just a great place to work - our focus is helping you reach your full potential. Learn more about working here at http://www.aramarkcareers.com or connect with us on Facebook, Instagram and Twitter.