Manager, Customer Experience

Position Title: Manager, Customer ExperienceDepartment: Customer ExperienceDivision: US Farm, Canada Farm, North America CommercialLocation: Naperville, IL, USAAbout AGIAGI is a global food-based infrastructure company publicly traded in Canada. With over 4,000 employees and over 30 global manufacturing brands, AGI is a leading provider of equipment and technology solutions for agricultural commodities including seed, fertilizer, grain and feed systems and an expanding platform for food processing facilities.The OpportunityWe are seeking a dynamic and experienced Customer Experience Manager to partner on our customer-centric initiatives across the US Farm, Canada Farm, Fertilizer, and North America Commercial business segments. The ideal candidate is a strategic thinker with a passion for enhancing customer satisfaction and loyalty. As a Customer Experience Manager, you will be responsible for shaping our customer experience strategy, aligning multiple teams, and driving continuous improvement efforts to create exceptional customer journeys.The TeamReporting to the Director of Customer Experience for North America, this position will collaborate with the entire North American customer experience team, which includes agents, product specialists, team leads, and cross-functional divisional managers.ResponsibilitiesSafety: Promote AGI safety practices throughout the team. Ensure customers maintain safe practices during aftermarket sales and technical support.Team Leadership: Lead and mentor a team of Customer Experience Agents (level 1 support)and Product Specialists (level 2 support), providing feedback, guidance, and support to drive exceptional service delivery.Customer Experience Strategy: Support a comprehensive customer experience strategy to ensure a seamless customer journey resulting from interactions with AGI products and services. Active contributor to annual strategic planning, and goal delegation to the team.Data-Driven Insights: Utilize customer data, feedback, and performance metrics to gain insights into customer behavior and preferences. Translate these insights into actionable strategies.Cross-Functional Collaboration: Collaborate with various departments, including Sales, Sales Execution, Pricing, Marketing, Engineering, and Operations, to align strategies and deliver a unified customer experience.Process Optimization: Identify and implement process improvements and best practices to enhance efficiency and the overall customer experience.Customer Advocacy: Serve as the voice of the customer (VOC) within the organization, advocating for their needs and ensuring that customer feedback drives improvements.Training and Development: Develop and implement onboarding and training programs to continuously improve the skills and knowledge of the customer experience team.Technology Integration: Oversee the implementation and management of customer service technology and systems to enhance customer interactions and insights.QualificationsBachelor’s degree preferred in business, marketing, or a related field.10+ years’ experience in customer service, sales, or equivalent.Ability to travel between the U.S. and Canada.Proven experience in customer experience management, with a track record of success in aligning multi-divisional customer-centric strategies.Strong leadership and team management skills including relationship building, active listening, team building, and conflict resolution.Exceptional communication and interpersonal skills.Excellent analytical and problem-solving abilities.Proficiency in using customer data and feedback to drive decision-making.Experience with customer service technology (Salesforce and Amazon Connect (AWS) preferred).Experience working with ERP systems (Oracle preferred).Experience managing a contact center is preferred.Ideal candidate would have commercial agricultural background.AGI is an equal opportunity employer and values diversity. All employment is decided on the basis of qualifications, merit, and business need.Accommodations are available upon request for candidates with a disability taking part in the recruitment process and once hired.

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