Customer Experience Manager

1 month ago


Minnetonka, Minnesota, United States Packard Culligan Water Full time
Customer Experience Manager

At Packard Culligan Water, we're committed to delivering exceptional customer experiences that exceed our customers' expectations. We're seeking a talented Customer Experience Manager to lead our customer-centric initiatives and drive satisfaction to new heights.

Key Responsibilities
  • Develop and Implement Customer Experience Strategies
    • Create and execute a comprehensive customer experience strategy aligned with our company's goals.
    • Analyze customer feedback and data to pinpoint areas for improvement and implement impactful changes.
  • Team Leadership and Development
    • Lead, mentor, and develop a team of customer experience professionals.
    • Foster a customer-first mindset within your team and across the organization.
    • Craft and execute a learning and training strategy to boost customer service satisfaction.
  • Customer Feedback Management
    • Oversee the collection, analysis, and reporting of customer feedback through various channels.
    • Research best practices and stay updated on industry trends to continually enhance the customer experience.
    • Implement systems to track and respond to customer complaints and inquiries efficiently.
  • Process Improvement
    • Identify and implement process improvements to elevate the customer journey.
    • Collaborate with departments such as Sales, Operations, HR, Finance, and Technology to ensure a seamless customer experience.
  • Performance Metrics and Reporting
    • Develop and monitor key performance indicators related to customer experience.
    • Optimize customer metrics to measure critical areas such as customer retention, cost per lead/customer acquisition, and service performance.
    • Analyze feedback to identify pain points and opportunities, providing regular reports to leadership on satisfaction metrics and improvement initiatives.
  • Customer Engagement Initiatives
    • Develop a customer experience roadmap and establish best practices for all departments within the dealership.
    • Organize and manage customer events, webinars, and other engagement activities to build strong relationships.
  • Technology and Tools
    • Utilize customer experience management software and tools to streamline processes and improve efficiency.
    • Stay updated on the latest trends and technologies in customer experience management, join professional associations, attend networking events, and participate in continuous education opportunities.

We're looking for a strategic thinker with a passion for delivering exceptional customer experiences. If you're a leader who can drive results and build strong relationships, we want to hear from you.

At Packard Culligan Water, we offer a dynamic and supportive work environment, competitive compensation, and opportunities for growth and development. Join our team and be part of a company that's committed to making a difference in the lives of our customers.



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