Customer Experience Manager

$91,000 - $95,000/Yr

Hayes&Corp - Wichita, KS

Full-time - Senior

Wichita, KS

Professional, Scientific, and Technical Services

About the position

The Customer Experience Manager at Hayes Company LLC is responsible for enhancing customer satisfaction and engagement by overseeing the Customer Experience Supervisor and their team. This role involves developing and implementing strategies to improve the overall customer journey, ensuring a seamless and positive experience across all touchpoints. The ideal candidate will have a strong understanding of customer service principles and a passion for delivering exceptional service.

Responsibilities

• Develop and implement customer experience strategies and initiatives that align with the company's goals.
• Oversee the Customer Experience Supervisor and their team(s), providing guidance, support, and mentorship.
• Analyze customer feedback and data to identify trends, areas for improvement, and actionable insights.
• Collaborate with cross-functional teams, including marketing, sales, operations, IT, and other Business Excellence departments to enhance the customer journey.
• Design and conduct training programs to empower staff with the skills needed to deliver exceptional service.
• Establish and monitor key performance indicators (KPIs) related to customer experience, reporting findings to senior management.
• Handle escalated customer issues and ensure timely resolution.
• Maintain knowledge of industry best practices and emerging trends to inform customer experience initiatives.
• Foster a customer-centric culture within the organization.

Requirements

• Bachelor's degree in business administration, Marketing, or related field.
• Minimum of 5 years of experience in customer service or customer experience roles, with at least 2 years in a supervisory or management capacity.
• Strong analytical skills and experience using data to drive decision-making.
• Excellent communication and interpersonal skills, with the ability to engage and motivate teams.
• Proven ability to develop and implement customer service strategies.
• Proficiency in customer relationship management (CRM) software and Microsoft Office Suite.

Benefits

• Health insurance
• Dental insurance
• Tuition reimbursement
• Paid time off
• Vision insurance
• 401(k) matching