Manager, Customer Experience

Sysco; Winnipeg; Hybrid; CAD 90,000 - 120,000; Full time

Job summary

Sysco is seeking a Customer Experience Manager to lead analytical efforts shaping the company''s CX strategy and customer insights. You will translate data into actionable initiatives, influence executive decisions, and mentor a team of analysts to elevate customer loyalty.

The role requires expertise in CX frameworks, advanced analytics, and cross-functional leadership to drive innovation and improve customer outcomes across departments.

Qualifications

• Bachelor's degree in related discipline or 4+ years of relevant experience.
• 7+ years of Customer Experience or related analytics experience.
• Proven ability to translate data into actionable CX strategies and drive business value.

Responsibilities

• Develop and refine CX frameworks, methodologies, and tools to improve CX measurement and decision-making.
• Lead cross-functional CX initiatives with Sales, Marketing, Operations, Technology and Supply Chain.
• Present analyses and CX program performance updates to executives and the Board of Directors.

Skills

CX principles

Analytics leadership

Executive communication

Project management

Stakeholder management

Mentorship

Data visualization

Education

Bachelor's degree in related discipline

4+ years of relevant experience in lieu of degree

Tools

SQL

R

Python

SAS

Tableau

Power BI

Salesforce

Excel

Job description

Purpose

The Customer Experience Manager at Sysco is a highly strategic and influential role, providing expert-level analytical leadership and driving significant impact on the company's customer experience strategy. This individual acts as a trusted advisor to executive leadership, leading complex analyses, developing innovative solutions, and shaping long-term CX initiatives. The Customer Experience Manager possesses deep customer insights, exceptional analytical skills, and a proven ability to translate data into actionable strategies that drive business value and enhance customer loyalty.

Responsibilities

• Develop & Refine CX Frameworks & Methodologies: Develop and refine analytical frameworks, methodologies, and tools to improve the effectiveness of CX processes, measurement, and decision-making. Introduce innovative approaches to customer data analysis and insight generation.
• Drive CX Innovation & Thought Leadership: Proactively identify emerging CX trends, technologies, and evolving customer needs. Provide thought leadership and drive innovation within the customer experience function, influencing industry best practices.
• Influence Executive Decision-Making: Present complex analyses, strategic recommendations, and CX program performance updates to executive leadership and the Board of Directors, influencing key decisions that shape Sysco's customer-centric culture and business strategy.
• Mentor & Develop Analytical Talent: Mentor and develop high-potential analysts within the customer experience organization, fostering a culture of analytical excellence and continuous improvement.
• Cross-Functional Collaboration & Leadership: Lead and manage complex, cross-functional projects related to CX initiatives, ensuring alignment and collaboration across departments (Sales, Marketing, Operations, Technology, Supply Chain).

Skills

• Deep understanding of customer experience principles, methodologies (e.g., journey mapping, design thinking), and best practices.
• Mastery of data analysis tools (e.g., SQL, R, Python, SAS), business intelligence platforms (e.g., Tableau, Power BI), CRM systems (e.g., Salesforce), and Microsoft Office Suite (Excel, PowerPoint, Word).
• Exceptional communication (written and verbal), presentation, and data visualization skills, with the ability to effectively communicate complex information to executive audiences.
• Exceptional project management and organizational skills, with the ability to manage multiple complex projects simultaneously.
• Proven ability to influence senior leadership, drive change within a large organization, and build consensus among diverse stakeholders.
• Strong leadership, mentorship, and team development skills.

Certifications

• Certified Customer Service Manager (CCSM)

Education

Bachelor's degree in related discipline or an additional 4 years of relevant experience in lieu of degree

Experience

7+ years of experience

Physical Demands

Reasonable accommodations will be taken where necessary

Travel Requirements

0-25%

Purpose

The Customer Experience Manager at Sysco is a highly strategic and influential role, providing expert-level analytical leadership and driving significant impact on the company's customer experience strategy. This individual acts as a trusted advisor to executive leadership, leading complex analyses, developing innovative solutions, and shaping long-term CX initiatives. The Customer Experience Manager possesses deep customer insights, exceptional analytical skills, and a proven ability to translate data into actionable strategies that drive business value and enhance customer loyalty.

Responsibilities

• Develop & Refine CX Frameworks & Methodologies: Develop and refine analytical frameworks, methodologies, and tools to improve the effectiveness of CX processes, measurement, and decision-making. Introduce innovative approaches to customer data analysis and insight generation.
• Drive CX Innovation & Thought Leadership: Proactively identify emerging CX trends, technologies, and evolving customer needs. Provide thought leadership and drive innovation within the customer experience function, influencing industry best practices.
• Influence Executive Decision-Making: Present complex analyses, strategic recommendations, and CX program performance updates to executive leadership and the Board of Directors, influencing key decisions that shape Sysco's customer-centric culture and business strategy.
• Mentor & Develop Analytical Talent: Mentor and develop high-potential analysts within the customer experience organization, fostering a culture of analytical excellence and continuous improvement.
• Cross-Functional Collaboration & Leadership: Lead and manage complex, cross-functional projects related to CX initiatives, ensuring alignment and collaboration across departments (Sales, Marketing, Operations, Technology, Supply Chain).

Skills

• Deep understanding of customer experience principles, methodologies (e.g., journey mapping, design thinking), and best practices.
• Mastery of data analysis tools (e.g., SQL, R, Python, SAS), business intelligence platforms (e.g., Tableau, Power BI), CRM systems (e.g., Salesforce), and Microsoft Office Suite (Excel, PowerPoint, Word).
• Exceptional communication (written and verbal), presentation, and data visualization skills, with the ability to effectively communicate complex information to executive audiences.
• Exceptional project management and organizational skills, with the ability to manage multiple complex projects simultaneously.
• Proven ability to influence senior leadership, drive change within a large organization, and build consensus among diverse stakeholders.
• Strong leadership, mentorship, and team development skills.

Certifications

• Certified Customer Service Manager (CCSM)

Education

Bachelor's degree in related discipline or an additional 4 years of relevant experience in lieu of degree

Experience

7+ years of experience

Physical Demands

Reasonable accommodations will be taken where necessary

Travel Requirements

0-25%