SUMMARY
The Vice President, Customer Experience (CX) serves as a strategic and operational leader responsible for driving customer satisfaction, retention, and growth across Whitsons' School Nutrition division. This role ensures a consistent, customer-centric experience at every stage of the client journey - enhancing engagement, strengthening relationships, and aligning our services with each district's goals and community expectations.
The VP of Customer Experience will work cross-functionally with Operations, Sales, Marketing, and Legal to lead client retention, risk mitigation, and rebid efforts. The ideal candidate brings strategic vision, exceptional relationship management skills, and a deep understanding of K-12 food service. This position plays a critical role in ensuring that Whitsons delivers on its mission: Nourishing lives-one meal at a time.
ESSENTIAL FUNCTIONS, RESPONSIBILITIES, AND DUTIES
Client Engagement & Relationship Management
- Build and maintain strong, multi-level client relationships through proactive and strategic communication.
- Conduct client interviews, surveys, and feedback sessions; analyze trends to drive continuous improvement.
- Represent Whitsons at Board of Education meetings, wellness committees, and community events.
- Partner with Operations and District Managers to ensure leadership engagement aligns with client visitation schedules.
Account Oversight & Risk Management
- Lead comprehensive account reviews to assess performance, satisfaction, and alignment with client objectives.
- Monitor retention and risk indicators; develop targeted mitigation strategies in partnership with field leadership.
- Drive retention and relationship strategy meetings, ensuring all outcomes are documented and tracked in Salesforce.
Rebid & Proposal Leadership
- Oversee all aspects of the rebid process, including client engagement, proposal development, presentations, and negotiations.
- Collaborate with cross-functional teams to develop compelling proposals that highlight Whitsons' value, performance, and community impact.
- Lead and participate in client site visits, board presentations, and consultation sessions.
Community & Strategic Engagement
- Develop and implement strategies that enhance Whitsons' visibility, reputation, and impact within school communities.
- Represent the organization at district, regional, and industry events.
- Partner with internal teams to align customer engagement initiatives with Whitsons' mission and strategic objectives.
Leadership & Collaboration
- Work closely with executive and field leadership to ensure alignment of customer experience strategies with business goals.
- Mentor and develop field leaders on relationship management and client communication best practices.
- Foster a culture of excellence and accountability centered on customer-first values.
REQUIRED QUALIFICATIONS AND COMPETENCIES
EDUCATION
- Bachelor's degree in Food & Nutrition, Business, Food Service Management, or related field required.
- Advanced degree or professional certification in leadership, customer experience, or business preferred.
- ServSafe certification is required.
EXPERIENCE
- Minimum 5 years of progressive experience in food service management or food service sales, with at least 3 years in K-12 nutrition programs.
- Demonstrated success in managing district or regional-level client relationships.
- Proven experience leading proposals, rebids, or contract renewals in a service-based organization.
- Strong financial acumen and the ability to translate data into strategic business actions.
COMPETENCIES
- Exceptional communication, presentation, and negotiation skills.
- Strategic thinker with operational discipline and strong analytical abilities.
- A skilled collaborator able to influence across all levels of the organization.
- High integrity, professionalism, and a commitment to Whitsons' mission and values.
- Proficient in Microsoft Office Suite and Salesforce (or equivalent CRM).
This role offers a salary range of $160,000 - $175,000 annually, based on skills, experience, and location. Employees also receive a comprehensive benefits package including health, dental, vision, 401(k) with company match, generous PTO, and paid holidays.