Vice President, Customer Experience

Vice President, Customer Experience (CX)

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 K12 food service. This position plays a critical role in ensuring that Whitsons delivers on its mission: Nourishing livesone 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 K12 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.

Expected Hours of Work: This is a full-time exempt position. Days and hours of work are generally Monday Friday 8:00 am 5:00 pm. As an exempt position, it is expected that Team Member will devote whatever time necessary to accomplish the goals and responsibilities. This may require extended work hours, evening, and/or weekend work.

Travel Requirements: Some travel may be required. Most traveling will be confined to day trips in the region but from time-to-time, may also include overnight stays as well.

Physical Demands of the Job: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the team member is frequently required to sit, stand, walk, talk, and hear; use hands and fingers to feel, handle, or operate objects, tools, or controls; and reach with hands and arms. The employee is occasionally required to lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.

Work Environment: The work is performed primarily in a company or home-office setting. The noise level in the company's work environment is moderate. The duties listed above are intended only as illustrations of the various types of work and duties that may be performed. The omission of specific statements of duty does not exclude them from the position if the work is similar, or a logical assignment to the position, and the Company reserves the right to add additional duties or modify existing duties.