What are the responsibilities and job description for the Customer Experience Manager position at Clemens Family Corporation?
Why Join as Customer Experience Manager – Fresh & Alternate Channels?
This isn’t just another CX leadership role. You’ll take the wheel on distressed sales strategy, drive operational improvements, and directly coach a small but impactful team—all while helping shape the future of Clemens Food Group’s customer journey.
You’ll partner with Sales, Supply Chain, and QA to resolve customer escalations, improve complaint tracking, and drive ROI from new tools and processes. This isn’t just customer service—it’s leadership, accountability, and continuous improvement.
Why Join This Role?
This is not a “keep the lights on” position—it’s a chance to transform how Clemens Food Group manages distressed sales and customer experience in fresh and alternate channels. You’ll step into a newly created role with visibility at the senior leadership level, ownership of a P&L worth millions of pounds annually, and the opportunity to leave your mark by improving systems and processes that directly affect customers, sales, and profitability.
The Impact You’ll Make
- Deliver $100K ROI from a new distressed sales software platform
- Develop and coach two Customer Experience Specialists, building a performance culture
- Improve and simplify samples and donations processes—removing cross-department friction
- Transform consumer complaint tracking into actionable, real-time insights
- Partner with Sales, IT, Supply Chain, and Marketing to deliver process improvements that scale with growth
What You’ll Do
- Manage the distressed P&L with accountability for profitability and market development
- Lead external partner/broker relationships with clear accountability for bids and pricing
- Implement structured coaching and check-ins with two direct reports
- Build cross-functional partnerships to solve long-standing operational bottlenecks
- Balance hands-on firefighting with disciplined focus on long-term process change
What Makes This Role Exciting?
- High visibility: leadership is watching the impact of the distressed sales transformation
- Ownership: A P&L you control, not just a process you support
- Opportunity: succession potential for Director of CX, plus skill development in finance, leadership, and cross-functional change
- Transformation: improve processes that have been untouched for years, with plenty of low-hanging fruit
What We’re Looking For
- 3 years of customer experience, operations, or account management in manufacturing/CPG/logistics
- 1 years leading a team with a track record of coaching and development
- Strong analytical skills (Excel, Power BI; SAP preferred)
- Experience driving process improvements with measurable outcomes
- Skilled in influencing without direct authority across multiple departments
Skills & Mindset
- Persistent, improvement-driven problem solver
- Strong communicator—tactful but assertive
- Able to balance urgent issues with strategic process changes
- Passionate about making customer experience a competitive advantage
Your Future at Clemens
You’ll join at a pivotal moment of investment and change. With high leadership visibility, a P&L to own, and a team to develop, this role sets you up for impact today—and advancement tomorrow.
Application Note
Clemens Food Group is not accepting unsolicited resumes from search or staffing firms. All resumes submitted by search or staffing firms to any employee at Clemens Food Group via email, the Internet, or directly without a valid written search agreement for this role, and without having been asked to participate in this by Talent Acquisition, will be deemed the sole property of Clemens Food Group, and no fee will be paid in the event the candidate is hired. Firms not authorized to submit candidates will not be eligible for any fee or ownership claim.
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Salary : $100,000
