CUSTOMER EXPERIENCE MANAGER

Irwin Seating Company - Grand Rapids, MI

Full-time - Mid Level

Grand Rapids, MI

Specialty Trade Contractors

About the position

The Customer Experience Manager at Irwin Seating Company is responsible for leading a team of Customer Relations Specialists to deliver exceptional service to high-value clients, including prestigious sports venues and multi-million-dollar accounts. This role emphasizes professionalism, responsiveness, and personalized care in every client interaction, ensuring a high standard of service excellence.

Responsibilities

• Manage, coach, and develop a team of Customer Relations Specialists to deliver outstanding customer experiences.
• Set clear performance expectations, provide regular feedback, and conduct performance evaluations.
• Foster a positive team environment that encourages collaboration and a customer-first mindset.
• Oversee daily operations of the customer relations team, ensuring timely and effective communication with clients.
• Serve as an escalation point for complex client issues, ensuring swift resolution and client satisfaction.
• Build and maintain strong relationships with key clients, understanding their unique needs.
• Develop and implement strategies to enhance the customer experience, focusing on quality and efficiency.
• Monitor and analyze customer feedback and metrics to identify trends and areas for improvement.
• Collaborate with internal teams to ensure seamless service delivery and resolve client experience issues.
• Continuously evaluate and refine customer service processes to improve efficiency and response times.
• Lead initiatives to implement new tools and technologies to elevate team performance.
• Prepare and present regular reports on team performance and client satisfaction.

Requirements

• Bachelor's degree in Business, Marketing, Communications, or a related field; or equivalent experience.
• Proven experience in customer service management, focusing on high-profile clients and white-glove service.
• Strong leadership and team management skills with a track record of developing a team.
• Excellent communication and interpersonal skills to build strong relationships with clients.
• Ability to handle high-pressure situations with poise and professionalism.
• Experience with CRM systems (Sales Force) and customer service technologies.
• Strong analytical and problem-solving skills to use data for decision-making.