Job Description
Overview:
The Manager, Customer Relations leads the strategic direction and daily operations of the Customer Relations function, overseeing a hybrid team of internal Coordinators and contracted agency staff. This role is responsible for delivering a consistent, high-quality customer experience while driving operational excellence, innovation, and enterprise-wide service improvements.
The Manager plays a pivotal role in resource planning, budget ownership, and advancing systems and capabilities that support business growth, customer retention, and brand loyalty. The Manager builds and develops leadership capability within the team, ensures alignment to company standards with external agencies, and partners cross-functionally to influence enterprise-wide improvements in customer service and satisfaction.
Essential Functions:
- Define and execute the vision, goals, and priorities for the Customer Relations function in alignment with company objectives.
- Lead, coach, and develop both internal team members and external vendor resources; build bench strength and succession plans.
- Set and monitor team SLAs and KPIs to ensure consistent performance and delivery of high-quality customer service
- Direct and monitor performance of contracted agency staff, ensuring service levels, compliance, and alignment with company standards.
- Establish scalable processes, workflows, and technologies that enhance efficiency, quality, and customer experience.
- Partner with Store Operations, Marketing, IT, and HR to resolve systemic issues, improve the customer journey, and advocate for customer needs in enterprise planning; escalating to
- leadership as needed.
- Define and track key performance indicators, analyze trends, and deliver insights to senior leadership; proactively address risks and opportunities.
- Own departmental budget, staffing model, and capacity planning; manage external agency contracts and cost controls.
- Champion innovation in tools, processes, and talent development to raise service maturity and customer satisfaction.
- Serve as escalation point for complex or high-impact escalations, balancing customer advocacy with business considerations.
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Knowledge, Skills, Abilities and Physical Requirements:
- Bachelor's Degree required in Business, Communications, or related field.
- 5+ years of progressive customer service/relations experience, including 3+ years in people leadership roles.
- Demonstrated success managing both internal teams and outsourced/vendor resources.
- Strong financial and business acumen; proven ability to manage budgets, contracts, and resource allocation.
- Strategic thinker with ability to translate vision into execution.
- Excellent executive communication and influence skills; comfortable presenting to senior leadership.
- Expertise in customer service platforms and service analytics.
- Ability to navigate change and build alignment across multiple stakeholders.
Benefits:
In addition to a rewarding career, Sprouts offers a comprehensive program to help support you and your family. These programs include:
- Competitive pay
- Sick time plan that you can use to support you or your immediate families health
- Vacation accrual plan
- Opportunities for career growth
- 15% discount for you and one other family member in your household on all purchases made at Sprouts
- Flexible schedules
- Employee Assistance Program (EAP)
- 401(K) Retirement savings plan with a generous company match
- Company paid life insurance
- Contests and appreciation events throughout the year full of prizes, food and fun!
Eligibility requirements may apply for the following benefits:
- Bonus based on company and/or individual performance
- Affordable benefit coverage, including medical, dental and vision
- Health Savings Account with company match
- Pre-tax Flexible Spending Accounts for healthcare and dependent care
- Company paid short-term disability coverage
- Paid parental leave for both mothers and fathers
- Paid holidays
Get Paid Every Day! Sprouts Farmers Market offers DailyPay - if you're hired as an eligible employee, you'll be able to
transfer the money you've already earned at no extra cost, and get it the next business day, for free . We offer DailyPay so you don't have to wait for payday to access the money you've already worked for. With DailyPay, you can see how much you've made every day and you can transfer your money any time before payday.
You can learn more by visiting
. Why Sprouts:
Grow with us! If you have a passion for inspiring people and a flair for fresh food, consider applying for a job at Sprouts! With a focus on customer service, our neighborhood grocery stores offer high-quality, farm fresh produce, natural meats, plenty of scoop-your-own bulk goods and much more in a fun, friendly, old-fashioned farmer's market setting. Come grow your career in healthy living with a fast-paced, rapidly growing company and teams that pride themselves on empowering others along their journey.
The above statements are intended to describe the general nature and level of the work being performed by people assigned to this work. This is not an exhaustive list of all duties, responsibilities, and requirements. Sprouts' management reserves the right to amend and change duties, responsibilities, and requirements to meet business and organizational needs as necessary.
Sprouts will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the Fair Chance in Hiring Ordinance.
California Residents: We collect information in accordance with California law, please see here for more information.
Job Tags
Temporary work, Flexible hours,