Customer Experience Manager

CUSTOMER EXPERIENCE MANAGER

Industry: Consumer goods experience required; eCommerce preferred

POSITION OVERVIEW

The Customer Experience Manager leads the customer service team and focuses on creating a smooth, efficient, and positive customer journey.

This role serves as a primary point of contact for customers, resolving inquiries and complaints while improving processes, response times, customer satisfaction, and overall service quality.

WHAT YOU’LL DO

• Manage, mentor, and develop a team of customer service specialists.

• Respond to customer inquiries through phone, email, and live chat using the CRM system.

• Ensure customer inquiries are responded to within 24 hours or less .

• Identify customer needs, troubleshoot issues, and provide solutions according to company policy.

• Develop strategies to improve customer experience and reduce response turnaround time.

• Improve processes for calls, emails, returns, and exchanges.

• Document and escalate customer feedback, complaints, and compliments to the appropriate executive team member.

WHAT YOU’LL BRING

• Customer service and/or call center management experience required.

• Experience managing a team required.

• Strong communication and interpersonal skills.

• Strong problem-solving and decision-making abilities.

• Empathy and a strong customer-focused mindset.

• Strong understanding of CRM systems and implementation .

• Strong organizational, prioritization, and multitasking skills.

• Ability to remain calm under pressure and bring projects to completion.

• Demonstrated team management, mentoring, and cross-functional collaboration skills.

WHY JOIN?

• Lead and develop a customer service team .

• Have a direct impact on customer satisfaction, loyalty, and brand reputation .

• Opportunity to improve customer service processes, efficiency, and response times.

• Work cross-functionally to support business growth and an improved customer experience.