Customer Experience Manager - NY, NJ, CT Markets

Position Summary

The Manager of Customer Experience plays a critical role within Coffee Distributing Company’s (CDC) Account Management Team, leading strategic efforts to grow and retain CDC Direct business. Duties include driving customer satisfaction, team development, client retention, and operational excellence across key markets.

Key Responsibilities

• Drive performance of the Direct Account Management team by leading Account and Associate Account Managers to strengthen customer retention and accelerate growth
• Build and maintain relationships with CDC’s key customers across NY, NJ, and CT
• Enhance the operating model incorporating success metrics, such as Client Health and Satisfaction, resulting in consistent and exceptional customer experiences
• Collaborate with CDC leadership and departments to promote transparency and continuous improvement
• Champion corporate initiatives, fostering a culture of accountability and hospitality
• Promote diversity, equity, and inclusion across the Direct Account Management function
• Conduct annual performance reviews, providing coaching and career mapping
• Analyze business metrics and trends to inform retention strategies
• Link customer experience improvements to measurable business outcomes

Preferred Qualifications

• Bachelor’s degree or equivalent experience
• 4+ years of progressive leadership experience in account management and/or customer service
• Proven success in business growth and retention
• Strong communication, presentation, and interpersonal skills
• Ability to prioritize, multitask, and adapt in an agile environment
• Adapt easily to new and proprietary technologies
• Willingness to travel locally (~20%)