• Lead the execution of our CX roadmap and customer journey mapping initiatives, ensuring alignment with the unique needs of B2B food manufacturing clients and partners. • Design and implement a scalable CX operating model that integrates best practices across Sales, Operations, QA, IT, and Customer Service. • Drive continuous improvement in customer service operations, including order management and case management, to ensure seamless delivery and support for our B2B clients. • Develop and maintain dashboards and measurement systems to track CX performance, customer satisfaction, and key business metrics (CSAT, order fulfillment, case resolution). • Oversee the Voice of Customer (VoC) program, leveraging the Qualtrics platform to capture, analyze, and act on feedback from distributors, retailers, and business partners. • Educate and engage the organization on CX best practices, fostering a culture of customer-centricity through training, communications, and enablement programs. • Lead, coach, and develop a high-performing CX team, empowering managers and administrators to deliver exceptional service and insights. • Collaborate with senior leadership and cross-functional teams to prioritize CX initiatives and ensure resources are aligned for maximum impact. • Monitor and report on CX program effectiveness, providing actionable insights and recommendations to drive business results. • Stay current on CX trends, technologies, and regulatory requirements in the food manufacturing industry, bringing innovative ideas to enhance the customer experience.