Manager, Customer Experience (CXM)

About the role

The Manager, Customer Experience (CXM) is responsible for leading and optimizing the end-to-end customer journey, ensuring a seamless, consistent, and high-quality experience across all customer 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.

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, Shipping coordination, Color match requests, Warranty claims, and Billing issues.
• Collect, analyze, and act on customer feedback using tools such as NPS, CSAT, CES, surveys, and CRM reporting.
• Oversee customer-facing programs such as sampling, fulfillment initiatives, trade shows, and events to ensure cohesive brand experience.
• Lead, coach, and develop team members, fostering a customer-centric, high-performance culture.
• Partner cross-functionally to ensure consistent brand voice and customer-centric execution across all departments.

Qualifications

• Bachelor’s Degree in Business Management, Communication, Marketing or a related field preferred.
• 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.
• 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.

Skills

• 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.

Benefits

Benefits begin on DAY 1! Employee Assistance Programs and Curated Self-Paced Learning & Development Programs for all Employees.