Customer Experience Manager - FT

Michaels - Cypress, TX

Full-time - Mid Level

Cypress, TX

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 be responsible for leading a team dedicated to providing exceptional customer experiences, fostering a culture of innovation, and driving operational excellence. Your leadership will be crucial in developing strategies that align with our mission to support makers and creators in their endeavors. You will work closely with various departments to ensure that customer feedback is integrated into our service offerings, and you will be the voice of the customer within the organization. In this role, you will oversee the daily operations of the customer service team, ensuring that all team members are equipped with the necessary tools and training to meet customer needs effectively. You will analyze customer feedback and service metrics to identify areas for improvement and implement solutions that enhance the overall customer experience. Additionally, you will be responsible for developing and executing training programs that empower your team to deliver outstanding service consistently. You will also collaborate with marketing and product development teams to ensure that customer insights are considered in new initiatives and product launches. Your ability to communicate effectively and build relationships with both customers and team members will be essential in driving a customer-centric culture throughout the organization. This position requires a proactive approach to problem-solving and a passion for creating memorable customer experiences.

Responsibilities

• Lead and manage the customer service team to ensure high levels of customer satisfaction.
• Develop and implement strategies to enhance the customer experience across all touchpoints.
• Analyze customer feedback and service metrics to identify trends and areas for improvement.
• Collaborate with other departments to integrate customer insights into product and service offerings.
• Design and deliver training programs for team members to improve service delivery.
• Foster a culture of innovation and teamwork within the customer service team.
• Act as the voice of the customer within the organization, advocating for their needs and preferences.

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 derive actionable insights.
• Experience in developing training programs and customer service strategies.

Nice-to-haves

• Experience in retail or a similar industry.
• Familiarity with customer relationship management (CRM) software.
• Knowledge of customer experience best practices and trends.

Benefits

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