Customer Experience Manager
Bet-David Consulting · Fort Lauderdale, FL · 2 wk ago
On-siteConsultingFull-time
Job Responsibilities
- Design and manage a centralized customer feedback loop across BDC, Valuetainment, and Minnect
- Monitor NPS, reviews, testimonials, surveys, social media, event feedback, and direct client communications
- Identify themes and translate feedback into executive insights and action plans
- Build dashboards and reporting cadences for leadership
- Create and execute proactive moments for clients (e.g. unexpected gifts, personalized messages, milestone celebrations, handwritten notes, surprise upgrades, etc.)
- Develop scalable playbooks for high-impact, low-cost loyalty moments
- Partner with the Events, Marketing, and Product teams to embed experiential excellence across the customer journey
- Personally respond to customer praise and criticism with empathy and brand voice alignment
- Turn detractors into advocates through thoughtful resolution
- Protect and elevate brand reputation across platforms
- Coverage of surprise check-ins with clients and prospects
- Identify at-risk accounts before churn occurs
- Create structured touchpoint rhythms for high-value clients
- Gather qualitative insights directly from customers
- Establish CX SOPs, systems, and tools
- Define KPIs (e.g. NPS, CSAT, retention, referral rate, lifetime value)
- Hire and build a high-performance CX team as scale demands
- Partner cross-functionally with Sales, Marketing, Product, and Operations
What Success Looks Like (Year 1)
- Measurable increase in NPS and client retention
- Decrease in response time to customer feedback
- Documented “surprise & delight” stories shared across the organization
- Clear VoC reporting embedded into executive decision-making
- A scalable CX playbook ready for team expansion
Required Experience & Capabilities
- 5+ years in Customer Experience, Customer Success, Hospitality, Brand Experience, or similar roles
- Demonstrated ability to design customer journeys and improve retention
- Exceptional written and verbal communication skills
- High emotional intelligence and conflict-resolution ability
- Highly proactive. You don’t wait for complaints
- Systems-oriented thinker who can operationalize creativity
- Entrepreneurial mindset aligned with a high-growth environment
- Experience in consulting, media, SaaS, or high-end hospitality
- Built of scaled a CX team
- Familiarity with NPS frameworks and CRM systems
Leadership & Cultural Fit
- Think and act like an owner
- Bias for action and speed
- Comfortable with transparency, debate, and direct feedback
- Obsessed with results and continuous improvement
- High standards for themselves and their team
Pay
Competitive base salary
Schedule
Full Time