Manager, Customer Experience

POSITION SUMMARY

The Customer Experience Manager is responsible for executing strategies to optimize customer experience, focusing on enhancing satisfaction, loyalty, and retention. This role analyzes customer feedback, monitors key metrics, and collaborates cross functionally to ensure consistent, positive interactions across customer touchpoints.

KEY RESPONSIBILITIES

• Recruit, hire, and onboard Customer Experience Specialists; providing ongoing training, coaching, and conducting performance reviews to foster a high performing team

• Monitor and manage hourly employee time, attendance, and scheduling to ensure adequate coverage and operational efficiency

• Create and refine service policies and procedures to improve efficiency and enhance customer satisfaction

• Drive customer experience initiatives that improve satisfaction while aligning with company goals and brand values

• Establish department KPIs, monitor performance metrics, analyze customer feedback, and report insights to the Director of Account Management

• Approves transactions as required

• Proactively identify customer pain points and implement process improvements to elevate overall customer experience

• Manage feedback loops to capture direct customer insights ensuring continuous improvement

• Collaborate with internal partners to ensure a unified, customer centric approach

• Lead change management efforts to ensure successful adoption of new processes and service standards

• Serve as the final escalation point for complex customer issues, transforming challenges into positive brand advocacy

• Promote and reinforce a culture that is consistent with the organization and emphasizes the identified mission, vision, guiding principles, and values

KEY ACCOUNTABILITIES

· Achieve and sustain high levels of customer satisfaction, loyalty, and brand advocacy through effective delivery of service and continuous improvements

· Retain a high-performing Customer Experience team through hiring, coaching, performance management, and workforce planning

· Exceptional KPIs results

· Partner with internal stakeholders to deliver a cohesive, customer-centric experience aligned with company objectives

· Customer-first mindset across internal teams where decisions and behaviors prioritize customer needs

· Seamless, consistent end-to-end customer experience across all touchpoints and interactions

MINIMUM QUALIFICATIONS

· 2+ years of experience in a related role

· Experience in a managerial role preferred

· Excellent leadership and interpersonal skills

· Proficient in MS Office applications, including PowerPoint, Excel, and Word

· Excellent verbal and written communication skills

· Excellent organizational skills and ability to multitask/prioritize based on urgency

· Decisive and strong attention to detail

· Ability to maintain calm under pressure

· Ability to travel periodically, when necessary

· Preferred experience with CSRM