Palermo Villa - Milwaukee, WI
posted 4 months ago
As the Customer Experience Manager at Palermo Villa Inc, you will play a pivotal role in elevating every customer interaction and driving exceptional experiences. This position is rooted in a deep passion for food and family, reflecting the company's Italian heritage and commitment to quality. You will lead a dedicated customer experience team, providing mentorship and guidance to the Customer Experience Supervisor and their Specialists. Your leadership will be instrumental in setting ambitious goals, offering insightful feedback, and fostering professional growth within the team, ultimately creating future leaders. In this role, you will craft and implement innovative customer experience strategies that align with our business objectives while pushing the boundaries of what we can achieve. You will dive deep into customer feedback and evolving market dynamics to spearhead enhancements and creative solutions. Your focus will be on driving process excellence by continuously refining customer service processes, ensuring that your team consistently upholds high standards and protocols. Collaboration will be key as you engage with various stakeholders across departments, including Sales, Logistics, and IT. You will act as a pivotal player in weaving a seamless customer journey, tackling challenges head-on, and fostering an environment of proactive problem-solving. Additionally, you will oversee the analysis and reporting of key customer service metrics, delivering actionable insights to senior management. Your strategic use of data will guide decision-making processes and quantify the effectiveness of customer service initiatives. Your expertise in crisis management will be crucial as you lead the resolution of complex customer issues, ensuring swift and thorough solutions that maintain trust and satisfaction. Your leadership will be key in navigating crises and turning challenges into opportunities for improvement. This role offers a hybrid work model, allowing you to work remotely while also requiring onsite presence three days a week to foster team collaboration and maintain alignment with our company culture.