Customer Experience Manager

About the role

Join our team as a Customer Experience Manager, where you will play a key role in strengthening regional sales operations and enhancing overall process efficiency. In this position, you will guide and develop the customer experience team, analyze market trends, support strategic business planning, and collaborate with senior leadership to drive revenue and profitability. This role offers the opportunity to make a meaningful contribution to our growth while ensuring exceptional service to both new and existing customers.

Responsibilities

• Management and development of customer experience team, including hiring, training, goal setting, and performance reviews
• Maximize Sales, Gross Margin Dollars, Gross Margin Percentage, Net Profit, and Return on Average Capital Employed
• Communicate with General Manager on sales trends, developments in the marketplace, competition, and business opportunities
• Cultivate business plans, marketing and sales programs, and budgets based on developments in the marketplace, sales trends, competition, and business opportunities
• Ensure implementation of corporate marketing strategies, plans, and programs as related to the branch are being met or exceeded
• Assist Sales Representatives in developing new business and maintain close contact with current customer base
• Make recommendations to the General Manager regarding disposition of all discretionary claims
• Price book management and assist in major quotations
• All other duties as assigned or duties, responsibilities, and activities may change at any time with or without notice

Requirements

• Bachelor’s degree in Sales, Marketing, Manufacturing, or Engineering required
• 5-7 years of progressive levels of Sales Experience preferred (Inside/Outside Sales)
• Previous management experience
• Knowledge of ERP systems is critical, SAP is a plus
• Working knowledge of managing large contracts
• Highly proficient in Microsoft Excel
• Excellent professional written, verbal, and interpersonal communication skills required
• Proficiency within Microsoft applications (Outlook, Excel, Word) required
• Ability to multi-task and prioritize in a rapidly changing environment