Customer Experience and Key Accounts Manager
Listed on 2026-01-13
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Customer Service/HelpDesk
Client Relationship Manager, Customer Success Mgr./ CSM -
Management
Client Relationship Manager
Customer Experience and Key Accounts Manager
Brain Works has partnered with a fast-growing U.S. manufacturing organization backed by a global parent company. The business is scaling rapidly and investing in people, processes, and customer experience to support continued growth across a franchise-based network.
The Customer Experience Manager will report to the Vice President of Sales & Marketing and will be responsible for owning and elevating the end-to-end customer and franchisee experience for the U.S. business. This is a hands-on leadership role focused on team development, process improvement, responsiveness, and building trusted relationships with franchise partners in a growing organization. The ideal candidate brings strong people leadership, resilience, and a practical, execution-oriented mindset in a B2B or franchise-based environment.
Key Responsibilities:- Serve as the primary point of contact for franchise partners and customers, acting as a trusted ambassador for the brand
- Lead, coach, and develop the Customer Experience team, establishing clear expectations, workflows, and service standards
- Improve response times, communication consistency, and escalation management across the customer and franchisee journey
- Oversee day-to-day customer interactions including order management, issue resolution, and communication.
- Build and implement customer service processes, playbooks, and onboarding tools for franchise partners
- Manage and resolve customer and franchise escalations professionally and efficiently
- Partner closely with Sales, Operations, Manufacturing, and Account Management to ensure seamless issue resolution
- Track and manage core customer experience KPIs, including response time, resolution time, repeat issues, and customer feedback
- Gather and synthesize customer and franchisee insights through direct feedback, focus groups, and ongoing engagement to drive continuous improvement
- Reduce dependency on external or international customer management by building strong local ownership and structure
- Support franchise onboarding, engagement initiatives, and key events
Experience:
- 5+ years of experience in customer experience, customer service, account management, or related roles
- Prior people management experience required, preferably leading small to mid-sized teams
- Experience supporting franchise, dealer, or B2B customer environments strongly preferred
- Background in high-volume service or call-center environments strongly preferred
- Strong communication skills with the ability to manage difficult conversations and escalations
- Process-oriented, organized, and comfortable building structure in a growing organization
- Resilient, adaptable, and confident operating in a fast-paced environment
- Willingness to work onsite in the Dallas–Fort Worth area
- Experience in manufacturing, building products, or window coverings is a plus
- Competitive compensation package with bonus opportunity.
- Comprehensive health benefits and 401(k).
- Paid time off.
- Opportunity to shape and elevate customer experience function within a growing, premium brand.
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