Customer Engagement Manager

Overview: 

Banko Overhead Doors is looking for an experienced Customer Engagement Manager. This is a strategic and hands-on role, responsible for building and maintaining strong relationships with customers and driving satisfaction, loyalty and sustainable revenue growth. This role will be responsible for leading our Customer Service and Builder Specialist teams, translating customer insights into actionable improvements and initiatives, collaborating with internal teams to ensure timely resolution of issues, and delivering best-in-class engagement to enhance the overall residential, service and builder customer experience.  

Key Responsibilities: 

• Relationship Building & Retention
  1. Drive customer loyalty and retention by building trust and delivering consistent value to cultivate long-term relationships and deepen customer lifetime value.
  2. Serve as the primary point of contact for the customer and builder service specialists when needed or at escalation. 
• Team Leadership
  1. Establish clear KPIs, performance dashboards, and collaboration / cross-training opportunities that foster a culture of accountability and continuous improvement.
  2. Manage, coach, and develop the Customer Service and Builder Specialist teams to exceed servicelevel targets and deliver a seamless, hightouch experience.
  3. Regularly evaluate performance, identify skill gaps, and implement development plans to drive team growth and service excellence. 
• Voice of the Customer
  1. Understand customer needs by actively listening to identify and service their objectives, challenges and underlying pain points to exceed expectations.
  2. Distill insights into actionable strategies and partner crossfunctionally to champion enhancements. 
• Lead Management & Growth
  1. Proactively manage leadtracking processes across all channels such as phone, web, social media, etc., ensuring data integrity and timely followup.
  2. Collaborate with marketing and sales departments on lead generation and to identify upsell/crosssell opportunities and craft targeted campaigns that accelerate pipeline velocity.
  3. Analyze data to identify trends, preferences, and areas for improvement in customer experience. 
• Operational Excellence
  1. Monitor and maintain key systems (CRM, ticketing, etc.), optimizing workflows and reporting to elevate response times and resolution rates.
  2. Manage quality assurance of all incoming calls and align with proper brand experience.
  3. Establish and refine standard operating procedures that scale with business growth while maintaining a personalized customer touch. 

Skills and Qualifications:  

• Proficient in using customer service platforms, CRM, scheduling systems, and reporting tools; ability to manage and analyze data to support decision-making and team performance is required.
• Excellent communication skills and ability to communicate effectively with customers, both verbally and in writing.
• Problem-solving skills to identify and resolve customer and team member issues effectively. 
• Customer-Centric Mindset: having a strong understanding of customer needs and being focused on delivering exceptional experiences.
• Adept at balancing strategic vision with tactical execution in a dynamic, highgrowth environment. 
• Building relationships and fostering trust with customers requires strong interpersonal skills. 
• Proficient in all Microsoft products.  

Required Experience: 

• 4+ years minimum of Customer Engagement Management experience with progressive experience in customer success and management.
• Proven track record of managing cross-functional teams and improving service delivery.
• Background in residential construction, builder relations, or trade coordination is strongly preferred.
• Bachelors degree in Business Administration, Construction Management, or related field preferred. Equivalent experience in lieu of formal education will be considered.