Manager, Customer Experience

About the role

The Customer Experience Manager is responsible for executing strategies to optimize customer experience, focusing on enhancing satisfaction, loyalty, and retention. This role analyzes customer feedback, monitors key metrics, and collaborates cross functionally to ensure consistent, positive interactions across customer touchpoints.

We’re proud to be the single-source solution for luxury retailers, offering innovative, sustainable, and personalized solutions, from product development and manufacturing to global distribution to data management. With each program, we collaborate with our clients to anticipate their needs—developing custom strategies that allow us to act with agility—quickly responding to challenges and rapidly shifting positions to meet the opportunities in this ever‑changing environment.

Responsibilities

• Recruit, hire, and onboard Customer Experience Specialists; providing ongoing training, coaching, and conducting performance reviews to foster a high performing team
• Monitor and manage hourly employee time, attendance, and scheduling to ensure adequate coverage and operational efficiency
• Create and refine service policies and procedures to improve efficiency