Customer Experience Manager

Customer Experience Manager

Elevate every encounter and drive exceptional customer experiences with Palermo's!

Who you'll work for...

While most companies that sell Pizza have no real connection to Italy, Palermo's passion for food and family reaches all the way back to the country where Pizza was born. "Papa Palermo" carried the cherished recipes to America from Sicily!

Innovation is at the heart of who we are. We use an entrepreneurial, forward-thinking approach resulting in high quality products that are consistently recognized by both the industry and consumers.

Our commitment to quality has made Palermo's a leader in private label frozen Pizza and contract manufacturing!

Perks...

• 20 free Pizzas per month
• Opportunity for training and career advancement
• Paid Time Off and Floating Holiday of your choice
• 401k & Roth with company match and fully vested on the 1st of the Month after Hire
• Fantastic benefit offering starting on the 1st of the Month after Hire

Where you'll work...

Located in Milwaukee's Menomonee River Valley, Villa Palermo is a state-of-the industry manufacturing facility that adjoins our company headquarters. Our high-tech pizza manufacturing operations include an on-site bakery to produce best-in-class crusts, robotic packaging equipment, and a 24-hour shipping and receiving facility.

This role offers the flexibility of remote work, allowing you to contribute predominantly from the comfort of your own home. To foster team collaboration and maintain alignment with our company culture, you will be required to work onsite at our Canal St. office 3 days each week. This hybrid model combines the best of both worlds, supporting work-life balance while keeping you connected with our vibrant team environment.

What you'll do...

• Leadership and Team Development: Take the helm of our customer experience team, providing mentorship and guidance to the Customer Experience Supervisor and their Specialists. You'll set ambitious goals, offer insightful feedback, and champion professional growth, creating leaders within the team.
• Strategic Customer Experience Management: Craft and implement innovative customer experience strategies that not only align with our business objectives but also push the boundaries of what we can achieve. Dive deep into customer feedback and evolving market dynamics to spearhead enhancements and creative solutions.
• Process Excellence: Drive excellence by continuously refining our customer service processes. Your focus will be on boosting both efficiency and accuracy, ensuring your team consistently upholds our high standards and protocols.
• Collaborative Stakeholder Engagement: Act as a pivotal player across departments by collaborating with Sales, Logistics, and IT. Your role will be crucial in weaving a seamless customer journey, tackling challenges head-on, and fostering an environment of proactive problem-solving.
• Data-Driven Decision Making: Oversee the analysis and reporting of key customer service metrics, delivering actionable insights to senior management. Your strategic use of data will guide decision-making processes and quantify the effectiveness of customer service initiatives.
• Expertise in Crisis Management: Lead with confidence in resolving complex customer issues, ensuring swift and thorough solutions that uphold our commitment to maintaining trust and satisfaction. Your leadership will be key in navigating crises and turning challenges into opportunities for improvement.

Why you'll be successful...

• Your proven ability to inspire and lead teams ensures you can drive our goals to new heights. You're adept at fostering an environment where innovation and growth are paramount.
• With your outstanding communication skills, you ensure clear and effective exchanges within the team and with customers, enhancing understanding and cooperation.
• Your dedication to understanding and meeting customer needs motivates you and your team to continually elevate our service levels, boosting customer satisfaction and loyalty.
• You excel at promoting team unity, harnessing diverse strengths to achieve collective goals through collaboration and mutual support.
• With strategic problem-solving skills, you to navigate complex challenges, transforming potential issues into opportunities for improvement and efficiency.

Preferred Qualifications...

• Extensive experience in customer experience leadership within the food manufacturing or CPG sectors, with a strong grasp of industry-specific challenges and regulations.
• Proven ability to implement customer service processes that meet the rigorous standards of food safety and quality required in food manufacturing.

How to join our team...

Click here to apply https://www.palermovillainc.com/careers/

Let us learn a little more about how you'll fit on our team https://go.apply.ci/s/PALEF7E657