Manager, Customer Experience (CXM)

About the role

The Manager, Customer Experience (CXM) leads and optimizes the end-to-end customer journey, ensuring a seamless, consistent, and high-quality experience across all touchpoints—from initial inquiry through post-purchase support and retention. This role combines strategic customer experience leadership with hands-on operational oversight of customer service, sales support, and customer-facing marketing initiatives. The CXM serves as a customer advocate and cross-functional leader, partnering closely with Sales, Marketing, Production, and external vendors to improve customer satisfaction, reduce churn, and strengthen brand loyalty.

Responsibilities

• Analyze and map the end-to-end customer lifecycle to identify friction points, risks, and opportunities for improvement.
• Develop and execute customer experience strategies that improve CSAT, NPS, CES, and retention.
• Act as the internal voice of the customer, advocating for improvements that enhance loyalty and long-term value.
• Manage the Customer Service department and Marketing Administrative (Coordinators) staff.
• Serve as the primary liaison between Customer Service, Sales, Production, and Marketing teams.
• Ensure timely, accurate execution of:
  • Order entry (domestic, export, and special orders)
  • Shipping coordination, order scheduling, and delivery communication
  • Color match requests and custom product inquiries
  • Warranty claims, billing issues, and quality concerns
• Coordinate sales and customer requests with production planning to align inventory, scheduling, and delivery expectations.
• Collect, analyze, and act on customer feedback using tools such as NPS, CSAT, CES, surveys, and CRM reporting.
• Monitor trends, churn indicators, and customer behavior to drive proactive improvements.
• Maintain accurate customer data across CRM and ERP platforms (SAP, CRM systems).
• Oversee customer-facing programs such as sampling, fulfillment initiatives, trade shows, and events to ensure cohesive brand experience.
• Collaborate with Marketing to support customer communications, process improvements, and internal enablement tools.
• Support marketing and sales initiatives that enhance customer engagement and operational efficiency.
• Lead, coach, and develop team members, fostering a customer-centric, high-performance culture.
• Provide calm, effective leadership in high-pressure or customer-critical situations.
• Partner cross-functionally to ensure consistent brand voice and customer-centric execution across all departments.
• Oversee CRM, SAP, and related platforms to support customer experience, reporting, and process optimization.
• Support continuous improvement initiatives related to quality, service excellence, safety, and operational efficiency.
• Assist with budget oversight for customer experience programs and initiatives.
• Ensure compliance with company policies, ethical standards, and applicable regulations.

Requirements

• Bachelor’s Degree in Business Management, Communication, Marketing or a related field preferred; equivalent combination of education and experience will be considered.
• 7+ years of experience in Customer Service, Sales Operations, or Customer Experience–focused roles.
• Prior management or team leadership experience preferred.
• Experience working cross-functionally with Sales, Marketing, and Operations teams.

Skills

• Strong knowledge of customer service principles and best practices.
• Extensive experience with SAP and CRM systems.
• Working knowledge of sales & distribution management and import/export processes.
• Strong understanding of customer journey mapping and CX best practices.
• Ability to interpret customer data, feedback, and performance metrics to drive action.
• Proven ability to lead teams, build engagement, and develop talent.
• Exceptional interpersonal skills with the ability to influence across all levels of the organization.
• Proactive, solution-oriented approach to improving customer outcomes.
• Ability to manage multiple priorities, initiatives, and deadlines.
• Proficiency in Microsoft Office suite and customer feedback tools.

Pay

The salary range for this position is $128,400 - $147,000. Factors such as scope and responsibilities of the position, candidate's work experience, education/training, job-related skills, internal peer equity, as well as market and business considerations may influence base pay offered. This salary will be subject to a geographic adjustment (according to a specific city and state), if an authorization is granted to work outside of the location listed in this posting.

Benefits

• Benefits begin on day 1.
• Employee Assistance Programs.
• Curated self-paced learning & development programs for all employees.