Location: Remote
Exemption: Exempt
OUR COMPANY:
Ventura Foods is a leading global manufacturer of branded and custom food products that proudly helps food providers in the U.S., Canada and more than 60 other countries earn a special place on consumers’ tables. We do this by continually crafting custom dressings, sauces, mayonnaises, and other food solutions that exceed peoples’ expectations for great-tasting flavors and high-quality ingredients.
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Headquartered in Brea, California, Ventura Foods operates 14 manufacturing facilities, 3 culinary centers, and numerous distribution centers across North America. When you work in our manufacturing and distribution facilities, you get a strong foundation of training, a manager who cares about you and celebrates your success, a safe environment, and challenging work. As part of our team, your future is limited only by how much you’re willing to push yourself to get there. We invest in your growth, because you invest in ours.
Position Summary:
The Director of Customer Experience is an experienced leader who will serve as senior level customer advocate and be responsible for ensuring the delivery of outstanding experiences across the enterprise. As the Director of Customer Experience, you will lead the development and ongoing optimization of Ventura Foods customer experience and service delivery model. You will operationalize and bring to life the plan to deliver Ventura Foods Customer Value Proposition consistently across every customer touchpoint. This new role will be reporting to the SVP of Food Innovation & International and will be interacting frequently and in a visible way with senior leaders across the organization.
Major Duties and Responsibilities:
- Strategy: Develop Customer Experience strategy roadmap that comprises a holistic plan to provide positive experiences at each customer touchpoint along the customer journey and purposeful ways to measure those experiences – both online and off. Analyze competitors and market trends to get a clear picture of what they are doing to service our target audience. The strategy should create meaningful experiences that can improve customer loyalty, increase customer satisfaction and engagement across all interactions with Ventura Foods, from discovery to post-purchase.
- Customer Journey Mapping: Assess and document the current customer journey. Build customer journey maps identifying pain points and opportunities to envision a positive and exceptional experience across every single customer touchpoint (direct or indirect).
- Service Design: Develop a framework for our services. Define the services, including service blueprint, service scope, service value and service standards. Directly responsible for audience experience design, related process flows and activities to ensure services offered align with brand and stakeholder expectations.
- CX Implementation: Identify how we can improve the existing customer experience journey, through analytics, experimentation, and partnership across the business, and ultimately, bring our customer value proposition model to life. Work with functional leads to develop and align on a cost/benefit analysis. Once aligned, work directly with Sales and the broader Operations team to develop workflows and transition processes to provide a seamless experience for our customers. In partnership with other leaders, continually optimizes key customer-facing processes that are both differentiated and scalable. Identify opportunities for technology use to simply and improve the customer experience.
- Customer Value Reinforcement: Drive customer lifetime value by leveraging the customer journey and collaborate across teams to identify and pursue customer growth, customer churn reduction or cost efficiency opportunities.
- Metrics: Establishes goals and metrics for gauging customer experience success, including operationalizing NPS, and identifying key experience indicators based on desired service and outcome.
- Monitor and Share: Be the voice of the customer by conducting quantitative and qualitative research with customers. Acts as the evangelist for the customer, track and understand customer feedback and recommend operational changes that impact customer delight. Stay current on key industry trends, research, recommend best practices, KPIs and benchmarks, and, where relevant, incorporate into ongoing experimentation and adoption. Share Voice of Customer insights across the organization, to inform business decisions and support leaders staying current on customer trends and sentiment.
- Documentation: Create visual designs for customer journey maps, service design documents, service value charts, service standards documentation and other tools that will information to organization how to delivery exceptional customer experience.
Education and Experience:
- BA/BS required, MBA preferred
- Minimum of 5 years experience in the service industry, customer service, service consulting or customer success
- Minimum of 10 years of relevant working experience
- Prior experience in developing and implementing CX standards and customer journey maps
- Prior experience in developing service design, service pricing and service standards
- Prior experience developing ROI models for CX projects
- Strong understanding of B2B business models and selling process
- Strong working knowledge of marketing research and survey platforms
- Strong understanding of customer-facing technology platforms
- Ability to travel up to 25%
- Manufacturing industry experience is strongly desired
Knowledge and Skills:
- Solid track record of leading cross-functional teams across multiple stakeholders.
- Must have good commercial skills and the ability to work within a complex cross-functional environment. This is a high-profile role, regularly working with leaders across the organization and will be highly visible within the business
- Demonstrate courageous leadership, willing and able to challenge the status quo with authority and mutual respect and support and reinforce ongoing positive change
- Strong communication skills with demonstrated ability to communicate visually to storytell in a compelling way
- Strong strategic vision and passion for customer success through use of processes, standards and technology
- Ability to architect services and support delivery models that align with current customer segments
- Data-driven, analytical and a problem-solver, able to prioritize amidst ambiguity and competing priorities
- Strong customer advocacy with the ability and willingness to engage directly with customers
- Ability to communicate well with individuals, teams, and partners at any level of the organization
- Working knowledge of Salesforce or another common CRM platform
- Working knowledge of Digital media and tools
- Willing and able to address escalated client issues with speed and urgency
- Demonstrated ability to deliver transformational leadership
- Demonstrated implementing a culture of continuous improvement
Why Join Us:
Ventura Foods offers career growth opportunities as well as competitive compensation and benefits:
- Medical, Prescription, Dental, & Vision – coverage beginning on your 1st day for eligible employees
- Profit Sharing and 401(k) matching (after eligible criteria is met)
- Paid Vacation, Sick Time, and Holidays
- Employee Appreciation Events and Employee Assistance Programs
- Salary Base Range of $146,000 – $195,000 for Employees Located in California*
- Annual bonus (based on the incentive program terms and conditions)
- The “base salary range” provided above is a good faith estimate of what we expect to pay for this position. The range provided is for California-based employees as Ventura Foods is required by California State Law to post pay rates. Ventura Foods reserves the right to pay outside of the given range based on a variety of factors including but not limited to: candidate skills and experience, complexity of the job, budgetary factors, and location/geography. Ventura Foods conducts regular reviews of compensation ranges and therefore reserves the right to alter this range at any given time.
Diversity & Inclusion:
Our commitment to a diverse and inclusive environment in which all employees are treated with respect is evident in our company culture and values. We believe that fostering an environment of inclusion and a focus on diversity across our organization is vital to attracting top talent, driving innovation, and meeting the high expectations of our customers in a rapidly evolving global marketplace.
Ventura Foods is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.
