What are the responsibilities and job description for the Vice President - Customer Experience position at GSFoods?
Gold Star Foods is the leading food distributor to K-12 schools in the United States. We are a company devoted to providing our customers with incredible customer service. We know that it is our teammateswho make the difference! Join our team and find out what it is like to work somewhere where you enjoy getting up for work every day!POSITION OVERVIEW: The Vice President of Customer Experience will lead the development and execution of a customer-first strategy across the entire School Nutrition value chain — from order placement to last-mile delivery. This role is responsible for ensuring operational excellence, service consistency, and long-term customer loyalty to the K-12 and Foodservice Channel. The VP of CX will manage and improve every touchpoint in the customer journey, working cross functionally with sales, logistics, warehouse operations, and customer support to ensure a seamless, efficient, and brand-consistent experience.PRINCIPLE RESPONSIBILITIES: • Define and implement a comprehensive customer experience strategy tailored to the needs of School Nutrition and Foodservice customers.• Align CX initiatives with corporate goals such as delivery reliability, order accuracy, customer retention, and growth.• Collaborate with logistics, transportation, and warehouse teams to ensure consistent service delivery (e.g., on-time deliveries, accurate orders, cold chain integrity).• Identify and address operational pain points that directly impact customer satisfaction.• Build and manage programs to capture and analyze customer feedback (e.g., surveys, NPS, retention metrics).• Translate insights into actionable improvements across service, communication, and fulfillment.• Lead and grow teams in customer support, account management, inside sales and service operations.• Foster a customer-first culture throughout the CX organization.• Map and analyze the end-to-end customer journey, from onboarding to ongoing service.• Develop programs to improve onboarding, issue resolution, and proactive service communication.• Oversee efficient resolution of service failures or delivery disruptions, ensuring root cause analysis and long-term corrective actions.• Guide the implementation and integration of CX-enabling platforms (e.g., CRM, order tracking, live support).• Leverage automation and analytics to improve responsiveness and reduce manual intervention.• Establish and report on key CX metrics (e.g., NPS, CSAT, order accuracy, OTIF – on-time in-full). • Use data to drive accountability and continuous improvement.• Performs other duties as assigned. REQUIRED SKILLS:• Strong cross-functional leadership and stakeholder management skills.• Experience with ERP and order management systems (e.g., SAP, NetSuite, Blue Yonder).• Deep empathy for customers in fast-paced food service environments. • Experience leading during crisis (e.g., supply chain disruptions, recalls)• Operational mindset with a focus on service consistency and accuracy. • Executive communication and leadership presence. • Analytical and data-driven decision-making. • Strong change-management and team-building capabilities. • Deep understanding of customer support systems.• Bilingual (Spanish) is a plus depending on customer base. EDUCATION/EXPERIENCE: • Bachelor’s degree in Business, Supply Chain, Hospitality, or related field. MBA or relevant advanced degree preferred.• 10 years of experience in customer-facing roles within food distribution, logistics, or supply chain operations.• 5 years in a senior leadership or VP-level customer experience role.TRAVEL REQUIREMENTS: • This position may require travel up to 25% of the time. OTHER DUTIES: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
Salary : $139,000 - $178,200
