Customer Experience Manager

A dynamic team is expanding and looking for the right talent. - A minimum of a Bachelor’s degree in business administration, marketing, business management, communications, or a related field - 5 years plus in customer service or experience management, preferably in retail or furniture, 3 years in a supervisory role. - Strong communication, leadership, and conflict-resolution skills. - Proficiency in CRM tools and customer feedback systems. - A keen eye for design trends and an understanding of furniture products is a plus. - Build and maintain strong client relationships by engaging with key stakeholders and business executives, while leveraging sales data to shape strategic decisions. - Act as first point of contact for clients with orders in house to provide status updates - Monitor production lead times and help expedite orders to meet our lead time windows - Collaborating with cross-functional teams, such as marketing, sales, product development, and the customer service team, to align customer experience efforts with business goals and objectives - Monitoring customer satisfaction metrics and feedback to identify areas for improvement. - Monitoring and measuring key performance indicators (KPIs) related to customer satisfaction, retention, and loyalty, providing regular reports and insights to senior management and stakeholders - General administrative duties and office management in support of the company’s sales and customer satisfaction goals, including some phone overflow