MANAGER, CUSTOMER EXPERIENCE - CPG & PET / HEALTH

Trident Seafoods is the largest vertically integrated seafood harvesting and processing company in North America. Trident is a privately held, 100 percent USA-owned company with primary seafood processing operations and fleet support in twelve Alaska communities. Trident's global operations produce finished wild Alaska seafood products in 6 countries and its sales teams serve customers in over 50 countries. Trident employs approximately 9,000 people worldwide each year and partners with over 5,400 independent fishermen and crewmembers. Species harvested and processed by Trident include virtually every commercial species of salmon, whitefish, and crab harvested in the North Pacific and Alaska. The global supply chain also includes cultured and wild species from a network of trusted sources worldwide.

Summary:The Manager, Customer Experience is responsible for leading the strategic and operational performance of the sales channel specific Sales Support team, ensuring they deliver exceptional service to our partners, drive customer satisfaction, loyalty, and retention. This role will oversee a team of customer support specialists, and will provide leadership and guidance around best practices, performance expectations, training, and will be a key enabler to making process improvements.

Essential functions (responsibilities, tasks, supervisory needs)

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Oversee customer account & order management operations. Monitor key performance indicators (KPIs) to ensure team effectiveness.
• Manage escalations and complex customer issues with a solutions-oriented approach. Lead initiatives to improve onboarding, support, and retention for key accounts.
• Serve as the voice of the customer across CPG and Pet/Health channels, ensuring a seamless and consistent experience.
• Develop and implement customer experience strategies that align with sales and brand objectives, driving customer experience excellence
• Collaborate with cross-functional teams including Sales, Supply Chain, Marketing, Category Management, Operations, and Finance to improve customer touchpoints.
• Identify and implement process enhancements where necessary, leveraging data to assess performance & drive continuous improvement.
• Analyze customer feedback and establish and monitor customer KPIs to identify trends and areas for improvement.
• Partner with sales teams to support strategic initiatives and contribute to customer lifecycle management and upsell opportunities.
• Manage a team of employees, including hiring, leading, and developing team members. Remove roadblocks, pushes communications, encourages, and assesses performance. Embrace problem-solving as a learning experience and ensures policy and compliance adherence.

This is a an exempt position with an annualized salaryrange of $110,000 to $140,000per hour.

Trident Seafoods offers a comprehensive and quality benefits package. Full time employees may be eligible for discretionary/performance-based incentives, medical, dental and vision insurance plans, optional HRA/HSA, telemedicine, employee assistance and wellness programs, long-term disability, basic life and AD&D, and 401(k) with a company match, paid time off, 10 paid holidays each year, and paid parental leave. For full-time employees, the initial paid time off benefit starts at 20 days per year, adjusted commensurate with relevant experience. Commuter and transit programs are also available.

Required Qualifications (education, years of experience, KSAs)

• A minimum of five years of experience in sales, customer service, or related field
• A bachelor's degree in business, supply chain, finance or related field, or the equivalent combination of education and years of experience.
• Experience working in and/or supporting CPG and/or pet/health product channels
• Proficiency in Microsoft Office, including Outlook and Excel

Preferred education and experience

• Excellent communication and interpersonal skills.
• Proficiency in CRM systems (e.g., Microsoft Dynamics 365, Salesforce, HubSpot) and customer feedback tools
• Experience with e-commerce platforms and omnichannel customer engagement

Work Environment

This is an on-site position based at the Trident Support Center office in Seattle's Ballard neighborhood, with the option to work remotely on Fridays.

In-office time takes place in a typical office environment: temperature controlled with adequate lighting and moderate noise. While remote, employees must provide appropriate home office space.

Physical/Mental demands:

While performing the duties of this Job, the employee is regularly required to sit for long periods of time at a desk. Frequently required to finger, handle, or feel and reach with hands and arms. The employee is frequently required to talk or hear. The employee will occasionally stand, walk, and may lift and/or move up to 10 pounds. Specific vision abilities required by this job include near vision for frequent use of a computer.

Work Authorization

This position is not eligible for immigration sponsorship.