Customer Experience Manager

Reporting to the President, the Customer Experience Manager will be responsible for developing and executing strategies to improve the entire customer journey, focusing on satisfaction, loyalty, and retention by analyzing feedback, mapping customer touchpoints, collaborating cross-functionally (marketing, product), training staff, and monitoring KPIs to ensure consistent, positive, and efficient customer interactions from start to finish. This leadership role is responsible for managing daily operations, improving service quality and driving customer satisfaction.

Their goal is to ensure that every customer interaction is positive and contributes to long-term loyalty.

• Oversee daily operations of customer service teams across phone, email, chat and in-person support.
• Track and report on key metrics to measure success, guide improvements and implement strategies to improve service quality and drive customer satisfaction.
• Manage escalated customer issues and ensure timely, effective resolution.
• Coach and train staff on best practices, communication, and issue resolutions to deliver consistent service.
• Develop and maintain service policies, procedures and documentation.
• Collaborate with product, sales and operations teams to address customer feedback and improve processes.
• Collect, analyze, and act on customer feedback and trends to identify opportunities for service enhancements.
• Lead initiatives to improve customer retention and loyalty.
• Ensure compliance with company standards, industry regulations and service-level agreements.
• Evaluate current processes and workflow, creating, improving, and implementing practices and procedures as necessary.
• Create and implement strategies to enhance the customer lifecycle, from initial contact to post-purchase support.
• Map customer journeys, identify pain points, and find opportunities for improvement through data analysis.
• Work with Sales, Marketing, Product, and Operations teams to embed a customer-centric mindset and improve processes.
• Leverage CRM systems, and data analytics to create seamless experiences and automate processes.
• Backup other customer service personnel as required.
• Communicate other opportunities to internal customers.
• Handle a variety of sensitive and confidential information.
• Maintain a safe work environment by following standards and procedures.
• Perform other related duties as assigned.

• Proven track record in customer service, management, or related customer-focused roles.
• Previous managerial or leadership experience, showcasing the capability to lead teams towards achieving customer-centric goals.
• Strong ability to lead teams, influence stakeholders, and advocate for the customer.
• Data-driven mindset to translate insights into action.
• Excellent interpersonal, presentation, and problem-solving skills.
• Expertise in customer service, data analysis, and process improvement.
• Strong leadership and problem-solving skills.
• Excellent communications skills, both written and verbal.
• Possess a high level of organization, reliability, and attention to detail.
• Self-starter with the ability to work under pressure to meet deadlines.
  
  Quick learner who can work independently.

• Bachelor’s degree in business, Marketing, or a related field.
• Familiarity with CRM platforms like Zoho, Salesforce, customer feedback tools, and analytics software.
• Knowledge of ERP software preferred (Traverse).
• Proficient in Microsoft Office Suite or related software.

Job requires the ability to see, hear, speak, manual dexterity, long intervals of sitting, occasional walking, standing, balance and the ability to lift or move up to 20 lbs. Job requires the ability to work on a computer for extended amounts of time.