Customer Experience (CX) Manager, Bet-David Consulting

Customer Experience (CX) Manager

Bet-David Consulting (BDC) serves over 10,000+ entrepreneurs across 60+ countries through business consulting, media, and technology. Our clients do not just purchase services they invest in growth, transformation, and belief. Reporting to the General Manager of BDC, the Customer Experience (CX) Manager will architect and operationalize a world-class "surprise and delight" function that turns customers into raving fans. This is not a support role. This is a brand-defining role. You will monitor feedback in real time, respond authentically to criticism, celebrate wins publicly, proactively reach out to customers, and design unexpected experiences that deepen loyalty and advocacy. The successful candidate will have the opportunity to work across our integrated lines of business including BDC (with over 10,000 clients globally), Valuetainment Media (hosting renowned celebrities and achieving 1.6 B views per quarter), and Minnect (with over 160k users).

Job Responsibilities

Voice of the Customer (VoC)

• Design and manage a centralized customer feedback loop across BDC, Valuetainment, and Minnect
• Monitor NPS, reviews, testimonials, surveys, social media, event feedback, and direct client communications
• Identify themes and translate feedback into executive insights and action plans
• Build dashboards and reporting cadences for leadership

Surprise & Delight Strategy

• Create and execute proactive moments for clients (e.g. unexpected gifts, personalized messages, milestone celebrations, handwritten notes, surprise upgrades, etc.)
• Develop scalable playbooks for high-impact, low-cost loyalty moments
• Partner with the Events, Marketing, and Product teams to embed experiential excellence across the customer journey

Authentic Response & Reputation Management

• Personally respond to customer praise and criticism with empathy and brand voice alignment
• Turn detractors into advocates through thoughtful resolution
• Protect and elevate brand reputation across platforms

Proactive Outreach & Relationship Building

• Conduct surprise check-ins with clients and prospects
• Identify at-risk accounts before churn occurs
• Create structured touchpoint rhythms for high-value clients
• Gather qualitative insights directly from customers

Build the Function

• Establish CX SOPs, systems, and tools
• Define KPIs (e.g. NPS, CSAT, retention, referral rate, lifetime value)
• Hire and build a high-performance CX team as scale demands
• Partner cross-functionally with Sales, Marketing, Product, and Operations

What Success Looks Like (Year 1) The Customer Experience (CX) Manager will be evaluated on outcomes, not activity, including:

• Measurable increase in NPS and client retention
• Decrease in response time to customer feedback
• Documented "surprise & delight" stories shared across the organization
• Clear VoC reporting embedded into executive decision-making
• A scalable CX playbook ready for team expansion

Required Experience & Capabilities Required

• 5+ years in Customer Experience, Customer Success, Hospitality, Brand Experience, or similar roles
• Demonstrated ability to design customer journeys and improve retention
• Exceptional written and verbal communication skills
• High emotional intelligence and conflict-resolution ability
• Highly proactive. You don't wait for complaints
• Systems-oriented thinker who can operationalize creativity
• Entrepreneurial mindset aligned with a high-growth environment

Preferred

• Experience in consulting, media, SaaS, or high-end hospitality
• Built of scaled a CX team
• Familiarity with NPS frameworks and CRM systems

Leadership & Cultural Fit

• Thinks and acts like an owner
• Bias for action and speed
• Comfortable with transparency, debate, and direct feedback
• Obsessed with results and continuous improvement
• High standards for themselves and their team

Compensation & Growth

• Competitive base salary
• Performance-based incentives tied to retention, NPS, and referral growth
• Equity program
• Comprehensive Benefits Package including 401(k) with company match

Bet-David Consulting is proud to be an Equal Opportunity Employer. Our hiring practices provide equal opportunity for employment without regard to race, religion, color, sex, gender, national origin, age, United States military veteran's status, ancestry, sexual orientation, marital status, family structure, medical condition including genetic characteristics or information, veteran status, or mental or physical disability so long as the essential functions of the job can be performed with or without reasonable accommodation, or any other protected category under federal, state, or local law.