Customer Experience Manager

Customer Experience Manager

Department: Support Services
FLSA: Exempt
Reports To: President

Summary

Under the direction of the President, the Customer Experience Manager serves to lead and elevate our customer-centric strategies and initiatives. The ideal candidate will have a passion for delivering exceptional customer experience, a strategic mindset, and a proven track record of improving customer satisfaction, loyalty, and retention. This role is crucial in ensuring that every customer interaction reflects our commitment to customer excellence, fostering a culture of customer-centricity across the organization.

Primary Responsibilities

• Ensure that the Customer Experience function operates effectively and is aligned with departmental and company objectives.
  


• Oversee multiple inter-departments including Customer Experience, Order Entry, and Remote Teams/Contractors.
  


• Ensure that the Customer Experience function is adequately staffed and trained to deliver efficient service to internal and external customers.
  


• Represent the Customer Experience function as an active member of the Senior Management Team.
  


• Collaborate with Marketing, Merchandising, Sales, Product Development, and Support teams to ensure a cohesive approach to customer experience across all touchpoints.
  


• Create and sustain a positive team environment, displaying high levels of motivation, accountability, and team spirit.
  


• Coach a team under pressure and cultivate a strong culture while holding the team accountable for performance.
  


• Analyze and optimize the customer journey to improve satisfaction, streamline processes, and ensure consistent and positive experiences.
  


• Proactively use data and analytics to anticipate and address issues, taking swift action without waiting for direction. Incorporate behavioral questions around analyzing data and acting upon it.
  


• Develop and manage systems to gather, analyze, and act upon customer feedback. Utilize insights to drive continuous improvement.
  


• Lead, mentor, and develop a high-performing customer experience team. Foster a culture of continuous improvement, accountability, collaboration, and customer obsession.
  


• Motivate and lift the team in times of high demand while ensuring accountability.
  


• Train, guide, and support team members while balancing hands-on involvement and healthy delegation.
  


• Engage directly with processes and systems to understand workflows, tools, and resources, ensuring knowledge of how everything operates rather than relying solely on others.
  


• Use logic and critical thinking to identify strengths, weaknesses, and implement alternative solutions or approaches to problems.
  

Knowledge, Skills & Experience

• Experience in furniture industry or similar sectors.
  


• Knowledge of customer experience frameworks like Ticketing Systems, WebEx, Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES).
  


• Familiarity with digital customer experience technologies and platforms.
  


• Oracle or MRP Planning experience.
  


• Demonstrated ability to balance delegation with hands-on involvement, learning processes thoroughly before assigning tasks.
  


• Strong culture-building skills, able to motivate teams under pressure while instilling accountability.
  

Minimum Requirements

• Bachelor’s degree in Business Administration, Marketing, Communications, or a related field; MBA or equivalent preferred.
  


• Five to seven years of experience in customer experience, customer success, or related roles, and managing a team.
  


• Proven track record of developing and executing successful customer experience strategies.
  


• Strong analytical skills with the ability to interpret data, generate insights, and drive data-driven decision-making.
  


• Excellent communication and interpersonal skills, with the ability to build relationships and influence stakeholders at all levels.
  


• Demonstrated ability to lead, coach, and develop high-performing teams.
  


• Experience with customer relationship management (CRM) systems and customer feedback tools.
  


• Strong problem-solving skills and a customer-first mindset.
  


• Proactive problem solver who addresses high-demand workloads with resilience and urgency.
  


• Willingness to train others, continuously learn, and strike the right balance between strategic oversight and tactical involvement.