Sales & Customer Experience Manager

About Our Client Our client is the modern evolution of a stable, 20-year industry leader in the outdoor lighting space. Originally founded in 2006, the company underwent a strategic rebrand in 2024 to focus on year‑round growth and expansion into large‑scale commercial projects and municipal contracts. With a database of over 3,500 customers and a reputation for excellence, the company is currently in a high‑growth phase. The owner is a recognized authority in the field, currently serving as the President of the national Association for Outdoor Lighting, ensuring the team stays at the forefront of industry trends and safety standards. The Opportunity Sales & Customer Experience Manager leads the customer‑facing side of the business across both company brands. This role oversees the sales and customer service teams, optimizes CRM performance, and serves as the primary internal liaison for external marketing, SEO, and social media vendors. This role is ideal for a professional from the home‑service or field‑service industry who understands that growth is driven by speed to lead, meticulous follow‑up, and a polished customer journey. The Location This is an onsite position at our headquarters in the St. Petersburg/Clearwater area. While primarily office‑based, you will be responsible for holding field teams accountable to performance and site standards. What You Will Do Sales & Pipeline Leadership Oversee Sales Activity: Manage the sales team’s pipeline, follow‑up discipline, and proposal management to ensure high close rates. Bridge the Sales‑to‑Production Gap: Streamline the transition from lead generation and consultation to final approval and production handoff. Performance Accountability: Work with leadership to refine sales structures and set clear performance benchmarks. Customer Experience & Retention Standardize Service: Ensure every client receives timely, high‑end communication regarding appointments, project updates, and service inquiries. Resolution Management: Act as the point of escalation for issue resolution, ensuring a consistent and professional brand experience. Retention Strategy: Develop post‑service communication and long‑term customer retention workflows. CRM & Systems Optimization Workflow Automation: Build and improve CRM workflows for new leads, estimates, unsold proposals, and referral requests. Data Integrity: Maintain accurate lead tracking and reporting to provide leadership with visibility into bottlenecks and growth opportunities. Business Intelligence: Use CRM data to inform marketing spend and sales strategy. Marketing & Vendor Coordination Vendor Liaison: Act as the sole point of contact for SEO, paid advertising, and web vendors; ensuring deliverables meet deadlines and performance KPIs. Campaign Alignment: Synchronize marketing initiatives with seasonal sales cycles and promotional goals. Brand Consistency: Ensure all external messaging aligns with company standards across both brands. Who You Are Experienced Leader: 3–7+ years in management or coordination within home‑service, design/build, or field‑service industries. CRM Power User: Advanced experience with pipeline management, automations, and data‑driven reporting. Strategic Communicator: Exceptional organizational skills with the ability to manage external vendors and internal teams simultaneously. Disciplined & Adaptable: You combine “customer‑first” instincts with a strict adherence to process and accountability. Preferred Background Outdoor living, landscape, construction, or high‑touch luxury service industries. Benefits & Work Environment Performance Incentives: Tied to profitability and customer satisfaction. Growth Path: Clear opportunity to move into executive leadership as the company expands geographically. Benefits: 401k (after 12 months), 2 weeks paid vacation, and paid holidays. Tools: Company‑provided technology (laptop/phone) and branded attire. Note on Seasonal Commitment To meet industry demand, team members must work through the busy year‑end periods (excluding major holidays). To balance this, the company provides an extended break during the summer season. #J-18808-Ljbffr