[Hiring] Customer Experience Manager @1-800-FLOWERS.COM, INC.

Role Description

1-800-FLOWERS.COM, Inc. is seeking a motivated, analytical, and relationship-driven Customer Experience Manager, Grocery & Distributor Sales to join our growing Wholesale Sales organization. In this role, you will support and grow existing relationships with grocery wholesalers, foodservice distributors, and other wholesale partners.

Working closely with our Wholesale Sales leadership team, you will help ensure seamless account management, accurate execution of sales programs, and continued growth across established customer relationships.

The ideal candidate is highly organized, proficient in data analysis and reporting, and comfortable working in a fast-paced, evolving business environment.

This is an excellent opportunity for someone with experience in consumer-packaged goods (CPG), grocery, food service, or wholesale account management who is eager to develop their career and contribute to the continued growth of our business.

Key Responsibilities

• Serve as a primary day-to-day contact for assigned grocery, wholesale, and distributor accounts, building strong relationships with buyers, category managers, and customer teams.
• Support the management and growth of existing customer accounts by identifying opportunities to expand product assortments, introduce seasonal programs, and improve sales performance.
• Partner closely with Wholesale Sales leadership to support account planning, customer initiatives, and ongoing business development within established accounts.
• Coordinate promotional programs, pricing updates, trade allowances, and other account-related activities to ensure accurate and timely execution.
• Monitor customer orders, inventory levels, fill rates, and product availability, collaborating with internal teams to proactively resolve issues.
• Assist with tracking trade spending, researching deductions, and resolving customer billing discrepancies in partnership with Finance.
• Analyze sales performance, distributor movement, product velocity, and account trends to identify opportunities and potential challenges.
• Prepare sales reports, customer presentations, account recaps, and other materials to support business planning and decision-making.
• Support annual planning meetings, quarterly business reviews, line reviews, and other customer-facing initiatives.
• Maintain accurate customer account records, contact information, and supporting documentation.
• Collaborate with Customer Service, Operations, Supply Chain, Finance, and other internal departments to ensure positive customer experience.
• Support distributor sales representatives with product information, sales materials, and other resources as needed.
• Demonstrate flexibility and adaptability as the Wholesale Sales organization continues to grow and evolve.

Qualifications

• Bachelor's degree in Business, Marketing, Sales, or a related field, or equivalent professional experience.
• 3–5+ years of experience in account management, sales, customer relationship management, or a related role, preferably within grocery, foodservice, consumer packaged goods (CPG), or wholesale distribution.
• Strong proficiency in Microsoft Excel, including data manipulation, spreadsheet management, reporting, and analysis.
• Proficiency in Microsoft PowerPoint, with the ability to develop professional presentations, reports, and business summaries.
• Strong analytical and problem-solving skills, with the ability to interpret sales data, identify trends, and communicate actionable insights.
• Excellent organizational skills, attention to detail, and the ability to manage multiple priorities and deadlines.
• Strong written and verbal communication skills, with the ability to build and maintain effective customer and internal relationships.
• Ability to collaborate cross-functionally with Sales, Operations, Supply Chain, Finance, and Customer Service teams.
• Demonstrated adaptability, willingness to learn, and ability to thrive in a changing business environment.
• Strong self-management, accountability, and time management skills, with the ability to work independently in a fully remote environment.
• Proficiency in Microsoft Office applications and the ability to learn new systems and technologies.
• Ability and willingness to travel for business needs, including occasional overnight travel, up to approximately 25% of the time.

Preferred Qualifications

• Experience managing or supporting relationships with grocery wholesalers, foodservice distributors, or CPG customers.
• Familiarity with major distributors such as C&S Wholesale Grocers, SpartanNash, Associated Wholesale Grocers (AWG), UNFI, or DOT Foods.
• Experience with promotional programs, trade spending, pricing coordination, deduction management, and account reporting.
• Familiarity with customer relationship management (CRM) platforms and distributor systems.
• Experience working with sales performance data, syndicated data platforms, or reporting tools such as Circana or SPINS.
• Experience with specialty foods, gourmet products, seasonal merchandise, or related consumer goods categories.
• Familiarity with artificial intelligence (AI) tools and their practical application to business productivity, reporting, or analysis.
• Previous experience working successfully in a remote or hybrid environment.