5206 Full Time Customer Experience Manager

Michaels - Tucson, AZ

Full-time - Mid Level

Tucson, AZ

Sporting Goods, Hobby, Musical Instrument, Book, and Miscellaneous Retailers

About the position

As a Customer Experience Manager, you will play a pivotal role in enhancing the customer journey and ensuring that our customers receive the highest level of service. You will lead a team dedicated to creating memorable experiences for our customers, focusing on innovation and teamwork. Your responsibilities will include developing strategies to improve customer satisfaction, training staff on best practices, and implementing feedback mechanisms to continuously enhance service delivery. You will also collaborate with other departments to ensure a seamless experience across all touchpoints, from in-store interactions to online support. Your leadership will be crucial in fostering a culture of excellence and accountability within the team, driving performance metrics, and achieving business goals. This position requires a proactive approach to problem-solving and a passion for customer service, as you will be the voice of the customer within the organization.

Responsibilities

• Lead and manage the customer experience team to ensure high levels of customer satisfaction.
• Develop and implement strategies to enhance the customer journey across all channels.
• Train and mentor staff on customer service best practices and company policies.
• Analyze customer feedback and performance metrics to identify areas for improvement.
• Collaborate with cross-functional teams to ensure a seamless customer experience.
• Foster a culture of innovation and teamwork within the customer experience team.
• Monitor industry trends and competitor activities to stay ahead in customer service excellence.

Requirements

• Proven experience in customer service management or a related field.
• Strong leadership skills with the ability to motivate and develop a team.
• Excellent communication and interpersonal skills.
• Ability to analyze data and make informed decisions based on customer feedback.
• Proficiency in customer relationship management (CRM) software and tools.

Nice-to-haves

• Experience in retail or a similar industry.
• Knowledge of customer experience best practices and trends.
• Familiarity with data analysis tools and techniques.

Benefits

• Health insurance coverage
• 401k retirement savings plan
• Paid time off and holidays
• Employee discounts on products and services