Customer Experience Manager

Job Description

As a Customer Experience Manager, you will play a key role in creating and continually improving the customer journey, ensuring every interaction is thoughtful, efficient, and positive. As a primary point of contact for our customers, you will lead a team responsible for answering questions, resolving concerns, and providing knowledgeable guidance on our products and services. This role is central to building strong customer relationships, fostering loyalty, and maintaining a positive brand reputation by ensuring every customer feels valued, supported, and well cared for.

Responsibilities

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• Manage a team of Customer Service Specialists to ensure the delivery of exceptional customer service. Develop and improve team efficiency to adapt to evolving business needs.
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• Respond to customer inquiries via phone, email, and live chat through a CRM system, while implementing strategies to enhance the overall customer experience.
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• Ensure all customer inquiries are responded to within 24 hours by identifying customer needs, troubleshooting issues, and providing solutions or recommendations in accordance with company policy.
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• Identify opportunities to reduce customer response times and improve overall efficiency.
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• Develop and implement improved, more efficient processes for handling calls and emails, as well as processing returns and exchanges.
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• Document and escalate customer feedback, complaints, and compliments to the appropriate executive team member.
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• Improve processes and response times for general knitting questions, pattern support, technical questions, and color selection assistance.
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• Monitor key performance indicators (KPIs), including Customer Satisfaction Score (CSAT) and Customer Effort Score (CES), to assess service quality. Report customer service metrics and financial information daily to the appropriate executive team member.
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Ideal Experience

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• Bachelor’s degree or equivalent; additional education or certifications are a plus.
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• Previous customer service or retail experience preferred.
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• Experience with luxury goods, specialty retail, or eCommerce is a plus.
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• Strong communication and interpersonal skills to interact effectively with customers and internal teams.
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• Customer service and/or call center management experience managing a team is required.
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• Problem-solving and decision-making abilities to handle complex customer issues.
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• Detail-oriented with strong written and verbal communication.
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• Empathy and customer orientation to understand and anticipate customer needs.
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• Strong understanding of CRM systems and implementation.
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• Ability to prioritize, multitask, manage time effectively, and remain calm under pressure, bringing projects to completion.
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• Demonstrated strong team management, mentoring, and cross-functional collaboration skills.
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• Ability to adapt to change and business growth.
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Larko is a women-owned, premier staffing and recruiting firm based in Chicago with a nationwide reach. We specialize in Direct Hire, Temp-to-Hire, and Temporary/Project placements across a wide range of roles, including Executive Assistants, Administrative Assistants, Personal Assistants, Chief of Staff, Office Managers, Receptionists, General Office, Event Support, Project Management, and Customer Service.