Leader of Customer Experience & Growth

The Manager of Customer Experience & Inside Business Development is responsible for championing superior customer experience while driving business growth through strategic marketing and proactive sales development. This leadership role oversees and unifies the Customer Service, Marketing, and Inside Business Development functions to ensure increased sales, exceptional customer satisfaction, the acquisition and retention of key accounts, and expansion into new markets. The Manager of Customer Experience & Inside Business Development establishes and implements cross-departmental strategies, training programs, and performance standards in line with company objectives (within their areas of responsibilities). By integrating customer service excellence with innovative marketing and robust lead generation initiatives, this leader ensures the company's products are effectively marketed and that customers receive outstanding service-driving sustainable revenue growth and long-term brand loyalty. Primary Responsibilities Customer Experience & Service Leadership: Develop and implement strategies, policies, and training for the Customer Service team to deliver a world-class customer experience. Define and track customer service performance metrics (e.g., response time, first-contact resolution rate, customer satisfaction scores) and ensure continuous improvement in service quality, issue resolution, and overall customer satisfaction. Provide guidance on handling escalated customer issues and maintain deep product and industry knowledge within the team to effectively support customers. Marketing Strategy & Brand Growth: Lead the Marketing function to drive brand awareness and revenue growth. Create and manage comprehensive marketing and communication plans, including advertising campaigns, digital marketing initiatives, website content management, social media engagement, and direct marketing programs (e.g., the MBA - "Marketing Beyond Advertising" initiative). Ensure all company communications and branding are consistent and accurate. Oversee the development of sales and marketing collateral (presentations, brochures, online content) and coordinate the company's presence at industry events and trade shows-managing event selection, booth design, promotional materials, and logistics. Conduct market research and competitive analysis to guide new product launches, pricing strategies (including annual price reviews), and promotional campaigns, ensuring the company stays ahead of market trends. Inside Business Development & Sales Growth: Oversee the Inside Business Development team to generate leads and support sales growth. Drive lead generation through both inbound inquiries and outbound prospecting (calls, emails, and social outreach), building a robust pipeline of qualified sales opportunities. Ensure thorough prospect research and qualification processes so that only high-potential, qualified and vetted leads advance to the sales pipeline. Oversee the team's execution of consistent outbound calling and email cadences to engage prospects and schedule qualified sales meetings or product demos for the sales leadership and outside sales team. Own the CRM strategy and data integrity for lead management: maintain accurate records of leads and customer interactions, and leverage (RM/analytics tools to track pipeline metrics, conversion rates, and forecast sales performance. Guide the preparation of sales quotes and proposals, ensuring timely, professional presentations that meet customer needs and align with company pricing and profitability guidelines. Foster close collaboration between Inside Business Development, Outside Sales, and Operations to guarantee seamless handoff of leads and efficient onboarding of new customers. Regularly review and report on pipeline status, forecasts, and KPIs (such as lead conversion rates, outreach effectiveness, and revenue generated from new accounts) to inform strategic decisions and continuously improve the business development process. Team Development & Cross-Functional Collaboration: Build and mentor a high-performing, customer-centric team across Customer Service, Marketing, and Inside Business Development. Encourage collaboration and knowledge sharing between these departments to ensure a unified approach to customer engagement and growth. Oversee staffing and talent development, including hiring, training, performance management, and succession planning for all direct reports. Maintain clear documentation for each department: write and update job descriptions for roles in Customer Service, Marketing, and Inside Business Development; and develop comprehensive standard operating procedures and work instructions that drive efficiency and consistency. Set clear performance expectations and provide regular feedback and coaching to team members, ensuring they meet their responsibilities and departmental goals. Monitor departmental performance metrics across all areas of responsibility, celebrating successes and proactively addressing any shortfalls. Serve as a liaison between customer-facing teams and other departments (such as Production, Engineering, and Finance) to align customer feedback with product improvements and ensure operational readiness for marketing campaigns and new business initiatives. Systems Ownership & Enablement: Provide strategic oversight and direction for the systems and tools that support Customer Service, Marketing, Business Development, and related functions. This includes business platforms such as CRM, ERP (e.g., Syspro), marketing technologies, reporting tools, and emerging solutions such as AI or automation that enhance efficiency and scalability. Guide system enhancements, workflows, automations, integrations, and process improvements that simplify work, improve visibility, and drive cross-functional alignment. Partner with internal teams and external resources (e.g., VARs or vendors) to monitor system effectiveness and implement continuous improvement. This role is focused on leadership, coordination, and outcomes rather than requiring deep technical expertise in any specific platform. Work is performed in both office and light manufacturing settings. The Manager of Customer Experience & Inside Business Development will routinely move through office areas and the production floor, which may involve exposure to typical manufacturing conditions (e.g., machinery noise, varying temperatures, industrial materials). Appropriate safety gear (e.g., safety glasses, steel-toe shoes) is required in designated production areas. The role requires frequent interaction with various departments and occasional travel to industry events or customer sites. Reasonable accommodations will be made for individuals with disabilities to perform essential functions. Disclaimer The above description provides an overview of the Manager of Customer Experience & Inside Business Development role and does not list every individual responsibility or task. Duties and responsibilities may be modified or expanded at the company's discretion as business needs evolve. This job description does not constitute a contract of employment; Coxreels maintains an at-will employment relationship. All prospective employees are subject to background checks and drug testing, and employment eligibility verification through E-Verify. Coxreels is an Equal Opportunity Employer, committed to a diverse and inclusive workplace. #J-18808-Ljbffr