Customer Experience Communications Manager

Job Description About the Role Our Client is a growing franchise network of K-bakery and café-style locations. The Customer Experience Communications Manager, based in Buena Park, CA (Greater Los Angeles Metropolitan Area), reports to the Director of Communications in the COO department. This full-time, exempt, Grade G5 position manages the intake, coordination, and analysis of customer inquiries and feedback across multiple channels while supporting corporate communications initiatives. This is a newly created role responsible for building scalable processes and providing leadership visibility into customer sentiment, store performance trends, and emerging issues. Responsibilities Manage the end-to-end flow of customer inquiries and feedback across all channels, ensuring timely routing and resolution by appropriate internal teams (Operations, Marketing, Quality Control, Store Leadership, etc.). Research, evaluate, and recommend vendors for a centralized customer service platform and lead the implementation of the selected solution. Develop and maintain a library of approved response templates for common customer questions and concerns, ensuring consistency in tone, accuracy, and brand voice. Draft, review, and approve responses for complex or sensitive customer inquiries in collaboration with relevant internal stakeholders. Monitor recurring issues and customer sentiment; prepare weekly and monthly reports summarizing trends, store health insights, and opportunities for operational improvement. Partner with operations, marketing, and quality teams to translate customer feedback into actionable improvements. Partner with the Director of Communications to ensure customer-facing communications align with corporate messaging, brand standards, and executive priorities. Identify and escalatemerging customer issues or trends that may impact brand reputation. Provide customer insights and reporting to support internal communications, leadership updates, FAQs, and broader corporate messaging. Ensure consistency between customer responses and company talking points, campaigns, and system-wide communications. Support the development of clear messaging during periods of operational change, growth, or heightened customer sensitivity. Qualifications Bachelor’s degree in Business, Communications, or a related field, or equivalent professional experience. Minimum of 5 years of experience in customer success, customer service, support management, communications, or a related discipline. Exceptional written and verbal communication skills with a strong customer-focused and brand-centered mindset. Demonstrated ability to build processes and systems from the ground up while remaining hands-on in execution. Strong analytical skills with experience creating and interpreting reports, dashboards, or performance metrics. Highly organized with the ability to manage multiple priorities and stakeholders. Experience with CRM systems, ticketing tools, or customer feedback platforms. Ability to collaborate cross-functionally and influence stakeholders without direct authority. Strategic thinking with strong execution capability. Proactive problem-solving and prioritization. Attention to detail and consistency in messaging. Strong interpersonal and collaboration skills. Ability to remain calm and professional under pressure. Commitment to continuous improvement. Benefits $91,000.00 To $125,000.00 Annually A dynamic and collaborative work environment with a mission-driven brand. Opportunities for growth in a rapidly expanding franchise network. Competitive salary and benefits package. A chance to help shape the voice of an emerging and beloved community brand. #J-18808-Ljbffr