Manager Customer Experience

WHAT WE NEED

The Manager Customer Experience is responsible for ensuring an exceptional end-to-end customer journey, from onboarding through post-sale support. This role oversees customer onboarding processes, manages order fulfillment accuracy, and drives continuous improvement initiatives to enhance customer satisfaction and loyalty. The ideal candidate will be a strategic thinker with strong leadership skills and a passion for delivering outstanding service.

WHAT YOU WILL DO

Customer Onboarding

• Develop and manage onboarding programs to ensure smooth integration of new customers
• Collaborate with Sales and Operations teams to align onboarding timelines and expectations
• Monitor onboarding metrics and implement improvements for efficiency and customer satisfaction

Order Management Oversight

• Oversee order processing and fulfillment accuracy to ensure timely delivery
• Partner with Supply Chain and Planning teams to resolve order discrepancies and delays
• Implement best practices for order lifecycle management and customer communication

Customer Experience Strategy

• Design and execute initiatives to improve overall customer experience and retention
• Analyze customer feedback and data to identify pain points and opportunities for improvement
• Serve as the voice of the customer in cross-functional meetings and projects

Team Leadership

• Lead and mentor a team focused on customer success and operational excellence
• Establish performance metrics and provide regular coaching and development
• Ensures an effective learning environment by coaching employees, orchestrating learning opportunities, and providing relevant, high-impact feedback.
• Ensures self and staff keep up to date on technical knowledge and developments that impact roles and team. Uses this information to drive improvements and/or prepare for changing requirements

WHAT YOU WILL NEED TO BE SUCCESSFUL

• Bachelor’s degree in Business, Customer Service Management, or related field
• A minimum of five (5+) years of experience in customer experience, order management, or related roles
• A minimum of one (1+) year of people leadership experience, including direct responsibility for managing team performance, delivering feedback, development of employees, hiring and terminations.
• Strong understanding of onboarding processes and order fulfillment workflows
• Excellent communication, problem-solving, and leadership skills
• Strong proficiency in CRM and ERP systems, SAP preferred