Customer Experience Manager

Industry: Consumer goods experience required; eCommerce preferredPosition OverviewThe Customer Experience Manager leads the customer service team and focuses on creating a smooth, efficient, and positive customer journey.This role serves as a primary point of contact for customers, resolving inquiries and complaints while improving processes, response times, customer satisfaction, and overall service quality.What You’ll Do Manage, mentor, and develop a team of customer service specialists. Respond to customer inquiries through phone, email, and live chat using the CRM system. Ensure customer inquiries are responded to within 24 hours or less. Identify customer needs, troubleshoot issues, and provide solutions according to company policy. Develop strategies to improve customer experience and reduce response turnaround time. Improve processes for calls, emails, returns, and exchanges. Document and escalate customer feedback, complaints, and compliments to the appropriate executive team member.What You’ll Bring Customer service and/or call center management experience required. Experience managing a team required. Strong communication and interpersonal skills. Strong problem-solving and decision-making abilities. Empathy and a strong customer-focused mindset. Strong understanding of CRM systems and implementation. Strong organizational, prioritization, and multitasking skills. Ability to remain calm under pressure and bring projects to completion. Demonstrated team management, mentoring, and cross-functional collaboration skills.WHY JOIN? Lead and develop a customer service team. Have a direct impact on customer satisfaction, loyalty, and brand reputation. Opportunity to improve customer service processes, efficiency, and response times. Work cross-functionally to support business growth and an improved customer experience.,