Bilingual Customer Experience Manager (Hybrid/Remote)

at  Lee Kum Kee

ABOUT THE COMPANY

Founded in 1888, Lee Kum Kee, a Hong Kong-based global food company, specializes in creating condiments and sauces that promote Chinese cuisine worldwide. With more than 200 products to choose from, Lee Kum Kee takes the mystery out of cooking authentic and delicious Asian foods in the comfort of your kitchen. Lee Kum Kee is committed to providing authentic and innovative condiments and sauces featuring the highest quality ingredients. Armed with a unique management culture, stringent quality control, superb and innovative products, coupled with the century-long brand reputation, Lee Kum Kee has achieved unanimous recognition and won numerous prestigious awards.
Lee Kum Kee (USA) Inc., a division of Lee Kum Kee International Holdings Ltd., has its headquarters and manufacturing facilities in Southern California with more than 300 employees. We are looking for the best and brightest talents to join our company and work together to bring the next level of success!

POSITION SUMMARY

The Customer Experience Manager is responsible for executing consumer-centric strategies and leading activities to monitor and optimize every touchpoint of the customer journey, with the aim of driving customer satisfaction to build retention and boost brand loyalty and advocacy. This role will work in close collaboration with cross-functions teams to deliver a superb customer experience, with a specific focus on the Foodservice segment.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

REQUIRED EDUCATION, SKILLS AND EXPERIENCES

• Bachelor’s degree in business administration, marketing, business management, communications, psychology or a related field from an accredited university is required; MBA or equivalent is preferred.
• Certifications in customer experience management, such as Certified Customer Experience Professional (CCXP), are advantageous.
• 5+ years of relevant experience in a customer-facing role. Foodservice industry experience is preferred.
• Experience in creating a customer experience strategy, managing inquiries and responding complaints.
• Strong analytical and problem-solving skills with the ability to identify, analyze and proactively respond to challenging issues and provide recommended course of action.
• Ability to think strategically and creatively to create measurable solutions.
• Project management skills: able to effectively prioritize tasks, track projects and multi-task to meet deadlines in a fast-paced environment.
• Proficiency in MS Office Suite (Word, Excel, PowerPoint and Outlook) and customer experience tools and software such as customer feedback management systems, CRM platforms, and data analytics software.
• Available to work in the Pacific Time Zone and able to accommodate different time zones for meetings and global projects, which may require overtime when necessary.
• Travel 25%: This position is expected to attend both virtual and in-person meetings/events, thus domestic and international travels may be required.
• For the individual residing outside of Los Angeles, Orange, San Bernardino or Riverside counties in California, he/she may be required to work onsite in our office located in City of Industry, CA at least once a week (Monday to Friday) per month.

LANGUAGE SKILLS

• The individual must possess excellent written and verbal communication and presentation skills in English.
• Bilingual skill in both written and verbal English and Chinese (Mandarin or Cantonese) is required.

MATHEMATICAL SKILLS

• Ability to apply mathematical concepts to perform all related activities.
• Ability to compute rates and apply fractions, percentages, ratios, and proportions to practical situations and interpret graphs.
• Ability to add, subtracts, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

ESSENTIAL FUNCTIONS

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

• Strives to enhance the customer journey by developing and implementing online and offline strategies to deliver delightful interactions and superb experience across multiple customer touchpoints (app, website, interaction with team members, etc.) while ensuring each touchpoint of the customer journey is effective and engaging so as to drive repeat purchase, loyalty and referrals.
• Effectively utilizes the company app to assess and analyze customer insights, feedback and data to identify customer pain points and understand consumer behaviors and trends. Continuously seeks to improve the customer experience based on analytics and derived insights.
• Collaborates with the Digital Innovation and channel marketing teams to ensure alignment on key messages, goals, and the overall customer experience.
• Collaborates with cross-functional teams to ensure the customer experience initiatives are aligned with business goals and objectives.
• Collaborates with the channel sales and marketing teams to identify opportunities for creating and developing solutions for customers, as well as cross-selling and up-selling opportunities.
• Manages customer relations by participating in customer interactions and events, and monitoring and contributing to discussions across online and offline chef communities.
• Designs and implements standards and guidelines to ensure consistent and exceptional experience delivery for building customer relations.
• Advocates on behalf of customers to deliver improvements, identify needs, and communicate expectations in products, services, and support.
• Monitors and measures key performance indicators (KPIs) related to customer satisfaction, retention, and loyalty, while providing regular reports and insights to senior management and stakeholders.
• Other responsibilities and duties as assigned.

SUPERVISORY RESPONSIBILITIES

This position may have supervisory responsibilities in accordance with the Company’s policies and applicable laws as the business continues to grow. Supervisory responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; career planning for the team and addressing complaints and resolving problems and etc.

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

• Regularly required to use hands and fingers to work on computer keyboard, cell phone, and office equipment.
• Required to stand, sit, kneel, and walk when performing this job.
• Occasional lifting and/or moving up to 20 pounds may be necessary (e.g. moving products, supplies, materials or samples)

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

• The noise level in the work environment is light to moderate.
• The position is often in a typical office setting