Customer Experience Manager

Role Description This is a full-time remote role for a Customer Experience Manager at SESCOOP/SC. The Customer Experience Manager will oversee the end-to-end experience of members and customers, ensuring that interactions across channels are consistent, responsive, and aligned with organizational values. Day-to-day responsibilities include monitoring customer satisfaction metrics, analyzing feedback and service data, and identifying opportunities to improve processes and touchpoints. The role involves collaborating with cross-functional teams to design and implement customer-focused initiatives, developing communication strategies to support service improvements, and handling escalated issues with empathy and professionalism. The Customer Experience Manager will also prepare reports, recommend data-driven actions, and support training and guidance for staff to enhance service quality in a remote environment.QualificationsStrong customer-focused skills, including Customer Satisfaction and Customer Experience, with a track record of improving service outcomes.Solid Analytical Skills to interpret customer data, feedback, and performance metrics and translate them into actionable insights.Excellent Communication abilities, both written and verbal, to engage customers and collaborate effectively with internal teams.Proven Customer Service experience, including managing complex inquiries, resolving issues, and maintaining professional relationships.Experience in customer experience management, service design, or related areas in cooperative, nonprofit, or service-oriented organizations is beneficial.Ability to work independently in a remote setting, manage multiple priorities, and use digital tools for collaboration and reporting.Bachelor’s degree in Business, Marketing, Communications, Service Management, or a related field is preferred.Familiarity with customer experience platforms, CRM systems, and basic data analysis tools is an advantage.