Customer Experience Manager

1 week ago

Phoenix, United States Arizona Shower Door Full time

About the Role:
The Customer Experience Manager is responsible for overseeing and enhancing the overall experience that customers have with Arizona Shower Door. The primary purpose is to ensure that every touchpoint along the customer journey is optimized to meet or exceed customer expectations, ultimately driving customer satisfaction and loyalty. Contribute to the growth of the business by identifying areas for improvement, refining processes, and enhancing brand reputation through exceptional customer interactions.
- Essential Duties & Responsibilities:

- Supervises and coordinates activities of Customer Service Managers in coordination and with direction from the Branch Manager.
- Lead customer service teams. Responsible for managing and guiding customer service teams, ensuring that they deliver exceptional service and adhere to customer-focused strategies
- Collaborate with executives to develop and implement effective customer management strategies aligned with the company’s goals and objectives
- Increase customer Loyalty by designing and executing initiatives that enhance the overall customer experience, fostering repeat business and customer advocacy.
- Use tools to monitor, measure and improve the customer experience; such as CRMs and ERPs
- Champion opportunities to consistently Improve the ASD Customer experience
- Drive customer retention, reduce churn, and increase customer satisfaction
- Manages business reputation by overseeing and responding to customer reviews when needed
- Map the customer journey and identify opportunities to proactively intervene on the client’s behalf
- Guide team in effective client issue resolution and how to handle any escalations
- Responsible for development and training of customer service personnel.
- Manages processes of office and customer Will Call procedures.
- Oversees unified strategy of Interaction with customers on Quotes, Order Entry and Freight Communication
- Oversees accounts receivable at the branch level.
- Develops and implements KPIs to measure customer service performance, effectiveness and helps to identify gaps.
- Interfaces with Customer Sales Manager and the CSRs on a daily basis to drive customer improvement and overall satisfaction
- Develops and implements training tools to improve effectiveness of the customer service teams creating a positive customer experience
- Oversees key accounts and supports positive interactions between customer and business personnel
- Helps develop and facilitate solutions to unique customer needs
- Provides moral and physical support to office management
- Other duties as assigned.

Minimum Qualifications:

- High school graduate required. Associate’s or bachelor's degree in business or related experience a plus.
- 3 or more years’ experience managing an office providing direction to a staff of 2 or more, strongly preferred.
- Developed interpersonal skills - effective communicator with customers and team members, able to manage stressful work situations and not let it affect the ability to manage in a positive way.
- Analytical Skills
- Data-driven decision-making
- Adaptability to respond to changing customer demands, trends, technological advancements
- Experience recruiting, hiring, training and coaching employees.
- Strong leadership skills to inspire, motivate, and guide team members toward a common goal of delivering exceptional customer experiences
- Demonstrated ability to work with mínimal supervision.
- Must be self-motivated and a self-starter.
- Must be a quick learner and proficient with various computer hardware and software to include, but not limited to, Salesforce, Word, Excel, and Outlook.
- Excellent interpersonal skills, well organized, detail oriented and able to work in a fast-paced environment.
- Collaborative team member with the ability to interact with individuals at all levels of the organization.
- Strong interpersonal skills including verbal and written communication.

Closing Statement:
This brief summary is not an all-inclusive description of job duties. Other job duties and responsibilities may also be assigned by the incumbent’s Manager at any time based upon Company need. Arizona Shower Door is a proud Equal Opportunity employer, M/F/d/v.

**Benefits**:

- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance

Shift:

- Day shift

Weekly day range:

- Monday to Friday

Work setting:

- In-person
- Office

Work Location: In person

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