Senior Manager Customer Excellence

Responsibilities

• Design and launch the customer experience program, establishing vision and governance
• Set strategic agendas for CX measurement, ensuring teams act on customer insights
• Assess end-to-end customer journeys to identify friction points for loyalty and revenue
• Define customer experience standards and ensure adoption across retail locations
• Build and lead a CX Center of Excellence focused on escalation management and service recovery
• Lead change management initiatives while coaching leaders towards a customer-centric culture
• Influence senior leaders to align on CX priorities and investments for improvement
• Collaborate with Product, Marketing, and Technology to ensure alignment with customer standards

Qualifications

• Bachelor's degree in Business, Marketing, Operations, or a related field; advanced degree preferred
• 8+ years of experience in customer experience, retail operations, or service design, including 3+ years in a leadership role
• Proven track record of designing and launching customer experience programs in multi-location retail settings
• Ability to lead organizational change and influence without authority in complex environments
• Experience utilizing VoC platforms and analytics to inform customer experience strategy

Benefits

• Competitive pay and benefits including health, dental, and vision coverage
• Retirement savings plan available for employees
• Generous paid time off policy
• Support for continuing education opportunities
• Access to ongoing training for skill enhancement