Customer Experience Manager

What Success Looks Like First 30 Days Build relationships with team members and key stakeholders. Develop an understanding of products, systems, processes, and customer expectations. Assess team strengths, opportunities, and current operational challenges. First 90 Days Establish credibility as a leader and coach. Identify quick‑win process improvements and customer experience opportunities. Begin implementing performance expectations and development plans for team members. First 6 Months Improve team performance, responsiveness, and accountability. Lead meaningful process improvements that positively impact customers and internal partners. Utilize data and analytics to identify trends and support decision‑making. First 12 Months Demonstrate measurable improvements in customer satisfaction, operational efficiency, and team effectiveness. Become a trusted partner to sales, operations, and leadership teams. Serve as a key contributor in departmental planning and customer experience initiatives. Top 3 Critical Abilities / Functions Leadership & Talent Development – Build, coach, and develop a high‑performing customer service and sales support team. Customer Experience & Problem Resolution – Drive exceptional customer experiences and resolve escalations. Operational Excellence & Continuous Improvement – Analyze data, improve processes, and enhance efficiency and service quality. Attributes and Behaviors Customer‑focused, strong coach and developer of people, highly organized, resilient, collaborative, accountable, proactive problem‑solver, effective communicator and presenter, continuous improvement mindset, and comfortable leading through ambiguity and change. Preferred Skills & Experience Manufacturing, industrial, engineered products, or B2B experience; ERP/CRM experience; change management; executive and customer presentations; Lean/Six Sigma; and participation in strategic planning. Culture Fit Team‑first mentality, respectful and professional interactions, ownership and accountability, commitment to employee development, continuous learning, willingness to help, and positive influence during growth and change. Employee Value Proposition Opportunity to make a meaningful impact on customer experience and operational effectiveness, shape processes, develop people, influence business decisions, and help build the future customer experience organization at TCF. This role offers strong visibility, leadership growth, and increasing strategic influence. Pay: $94,000–$110,000 dependent on experience. Eligible for an annual discretionary bonus tied to overall performance of the organization. Benefits: Full benefits package including medical, dental, vision, life insurance, 401K plan with employer match, short/long term disability, employee assistance programs, education reimbursement, paid vacation, holiday pay, volunteer time. Additional benefits include a homeownership savings program, pet insurance, and more! Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities. This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor. #J-18808-Ljbffr Twin-City-Fan-Companies-Ltd