Job Description

Position Overview

The 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)

Qualifications

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

Shift

1st Shift (United States of America)

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