At Batory Foods, we encourage our team to Bring YOU, Every Day because true success starts with the ability to be yourself and letting your unique talents shine. Since 1979, the heart of our success has been our people. The Friedman family established a legacy of generosity, warmth, and respect. And with core values like Invest in Relationships and Be Relentless About Improvement, each member of our team consistently strives for excellence to uphold that legacy—whether it’s related to the employee experience, our processes, or the customer journey. Join our team today and help us build a better tomorrow together.

Benefits

14 paid holidays with a end of year holiday refresh break

Health, Vision and Dental Insurance

401K and Profit-Sharing program

Tuition reimbursement program

Be Positively Excellent well-being program

Term Life Insurance Plan

Standard Disability Plan

Job Description

MANAGER - CUSTOMER EXPERIENCE

This position is responsible for the day-to-day supervision of the Customer Experience team. As a part of the leadership team for the Customer Experience department, this person should model the highest standards of excellence in service and professionalism both internally and externally. Their performance and dedication to the team should set a tone for the Customer Experience department and the company that is positive, fair, collaborative, and hard-working.

Key Responsibilities

• Develop and execute strategic initiatives to enhance customer interactions across multiple touchpoints and channels, ensuring a seamless and consistent experience.
• Analyzed customer data and journey mapping to identify pain points, uncover opportunities, and implement solutions that drive satisfaction and long-term loyalty.
• Partnered cross-functionally with Logistics, Sales, Product Management, and Continuous Improvement (CI) teams to align customer experience (CX) efforts with broader business objectives and deliver unified, customer-centric solutions.
• Designed and implemented service standards and operational guidelines to promote excellence and consistency in customer service, reinforcing strong customer relationships.
• Led staff training and development programs focused on customer-centric best practices to cultivate a culture of service excellence throughout the organization.
• Monitored and evaluated CX performance metrics and KPIs, delivering actionable insights and regular reporting to senior leadership and key stakeholders to guide strategic decisions.
• Provided daily leadership and coaching to foster a high-performance, customer-focused team environment aligned with Batory’s core values and business goals
  
  

Personal Qualifications

• Exceptional verbal and written communication skills to engage effectively with customers, foster collaboration across internal teams, and clearly articulate ideas, feedback, and solutions.
• Strong analytical mindset, regularly leveraging customer data and key performance metrics to uncover insights and make data-driven decisions that improve the overall customer journey.
• Customer-centric approach with proven experience in placing the customer at the heart of every decision, actively managing support and complaint resolution to build a robust and memorable customer experience strategy.
• Effective problem-solving skills, demonstrated by the ability to identify issues, de-escalate conflicts, and develop innovative solutions that address customer pain points and drive satisfaction.
• Proven leadership capabilities, including leading customer experience teams, spearheading consumer-focused initiatives, and influencing positive organizational change through a collaborative, empathetic, and strategic approach.
• Highly adaptable, able to navigate evolving customer expectations, shifting business priorities, and changing industry landscapes with agility and a solutions-focused mindset.
• Aligned with and actively embodies the Batory Basics, contributing positively to the company culture and values.
• Willingness to travel up to 20% of the time for team building, training, or departmental support, as needed.
• Working knowledge of the Sales Order process and D365 is highly desirable.
• Background in Customer Service or Account Management strongly preferred.
• Experience in the food industry is a plus and highly valued.
  
  

Batory Foods in an equal opportunity employer which considers all applicants for employment without regard to race, color, religion, sex, national origin, age, disability, marital status or any other characteristic protected by law. In addition, Batory Foods also provides “reasonable accommodations” to qualified individuals with disabilities, in accordance with the Americans with Disabilities Act and applicable state and local laws. If you need a reasonable accommodation for any part of the application or hiring process, please notify us immediately.