Customer Relationship Manager

Customer Relationship Manager

Sweetwater, the nation's #1 online retailer of pro audio gear and musical equipment is seeking an experienced team member to join our Customer Experience team. Our culture is focused on being the best customer service provider possible every day---and then constantly improving the experience to be even more amazing for our customers. The Customer Relationship Manager will work closely with other teams to own and resolve any customer escalation that is presented to them. In addition, they will also be responsible for creating memorable, standout customer experiences that go beyond de-escalation and will work to drive true loyalty. This role focuses on proactive engagement, emotional connection, and thoughtful service that makes customers feel valued, understood, and genuinely delighted.

Job Responsibilities:

• Build meaningful, trust-based relationships that turn customers into enthusiastic advocates.
• Proactively identify moments to surprise, delight, and exceed customer expectations.
• Serve as the primary point of contact for our Sales team, and key customers, ensuring personalized and consistent experiences.
• Own customer escalations with empathy, urgency, and a "make it right and then some" mindset.
• Collaborate closely with our sales and support teams to deliver seamless experiences and guidance on how to execute our philosophy to "WOW" the customer.
• Design and execute creative customer touch-points (check-ins, follow-ups, appreciation moments).
• Capture and act on customer feedback to continuously improve the experience.
• Track customer satisfaction, loyalty, and engagement metrics.
• Maintain accurate documentation and insights within CRM systems.
• Act as a role model and advocate for a customer-first, service-excellence culture.

Qualifications:

• Bachelor's degree or equivalent experience in customer experience, hospitality, business, or communications
• 3+ years of experience in customer success, relationship management, hospitality, or premium service roles.
• Exceptional communication and interpersonal skills. Strong emotional intelligence and ability to read customer needs. Proven ability to turn challenges into positive, memorable experiences
• Customer service/call center experience. Background in hospitality, luxury service, or experience-driven industries.
• Experience managing high-touch or VIP customer relationships.

Sweetwater "Ideal" Team-Player:

• WOWs The Customer - Deep passion and desire for creating amazing customer & colleague experiences
• Gets Things Done - Great work ethic and moves with a sense of urgency
• Obsesses over the Details committed to paying attention to the details
• Drives Continuous Improvement Always focusing on effective and efficient work and way to get better
• Develops the Future committed to pursuit of growing personally & professionally and has a focus on bringing your colleagues along with you on that journey

We function best as a unified team, so relocation to our state-of-the-art campus in Fort Wayne, IN is required. Interested and qualified candidates, please apply. We look forward to exploring your #FullTimeDream with Sweetwater!

Sweetwater's culture is one that is built on the creation and celebration of music, which unifies people from all walks of life. Our individual differences make Sweetwater stronger as a company and a better place to work. Having a truly diverse workforce allows us the opportunity to collectively respect, learn and grow from each unique perspective and experience. We have welcomed thousands of employees and families who have joined the Sweetwater team from all over the nation and the world, and we welcome you, too, to find out why we consider a career at Sweetwater the full-time dream.