At Clemens Food Group, we are dedicated to providing the highest quality service and products to our customers. Our mission is to be the leader in the industry, constantly innovating and improving our processes to ensure exceptional customer experiences. We pride ourselves on our commitment to excellence and our ability to foster a culture of continuous improvement, collaboration, and growth. As part of our team, you will join a dynamic and forward-thinking organization that values its employees and encourages professional development.

In the Manager of Customer Success role at Clemens, you are an experienced professional with a proven track record in creating Standard Operating Procedures (SOPs) and implementing process improvement initiatives to enhance customer experience. You are well-versed in industry best practices and deeply understand customer experience management within food production or related industries. Your extensive network within the industry allows you to leverage the latest trends, technologies, and insights to improve our customer experience strategies continuously.

What You Will Do

We seek a Manager of Customer Success to lead and manage our Customer Experience department. In this role, you will:

• Define the Future State: Automate administrative tasks and align talent to new departmental structures.
• Lead Service Solutions: Develop and implement best-in-class service solutions to expand our capabilities and improve customer experiences.
• Customer Experience Improvement: Utilize customer feedback to set targets and drive growth, proactively leading initiatives to enhance service across all customer channels.
• Technology and Tools: Seek out and implement best-in-class technology processes and tools to optimize our operations.
• Team Management: Oversee the CES Supervisor and Retail/Fresh Account Specialists, ensuring they have the support and training needed for consistent application of processes.
• Succession Planning: Develop and manage a succession plan for the department, ensuring a strong pipeline of talent for future leadership roles.
• Process and Performance Management: Establish processes for monitoring performance, identify and implement best practices, and drive improved results using Continuous Improvement tools.
• Cross-Functional Collaboration: Interface with cross-functional partners to ensure alignment with CES initiatives, providing input on the development of Standard Operating Procedures.
• Technical Knowledge: Familiarity with customer experience metrics (NPS, CES) and continuous improvement frameworks.
• Customer Interaction: Engage with customers to resolve issues and explore growth opportunities.

Why Join Us

This position offers a unique opportunity for professional growth and advancement within Clemens Food Group. For the right candidate, there is potential to advance quickly within the organization. If you want to take the next step in your career and lead a team dedicated to excellence in customer experience, we encourage you to apply.

Join us at Clemens Food Group and be part of a company that values innovation, collaboration, and professional development. Together, we can achieve great things.