Customer Experience Manager
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About The Position
The Customer Experience Manager at American Leather Operations LLC is a pivotal role responsible for ensuring that the Customer Experience function operates effectively and aligns with departmental and company objectives. This position oversees multiple departments, including Customer Experience, Order Entry, and Marketing Fulfillment, ensuring that the Customer Services function is adequately staffed and trained to deliver efficient service to both internal and external customers. As an active member of the Senior Management Team, the Customer Experience Manager represents the function and collaborates with various teams, including Marketing, Merchandising, Sales, Product Development, and Support, to ensure a cohesive approach to customer experience across all touchpoints. In this role, the manager will create and sustain a positive team environment that displays high levels of motivation and excellent team spirit. A critical aspect of the position involves analyzing and optimizing the customer journey to improve customer satisfaction, streamline processes, and ensure consistent and positive experiences. The manager will develop and manage systems to gather, analyze, and act upon customer feedback, utilizing customer insights to drive continuous improvement and address areas of concern. Additionally, the Customer Experience Manager will lead, mentor, and develop a high-performing customer experience team, fostering a culture of continuous improvement, collaboration, and customer obsession. Critical thinking skills are essential, as the manager will need to use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
