Customer Experience Manager

Michaels - Cincinnati, OH

Full-time - Mid Level

Cincinnati, OH

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 overall customer journey and ensuring that our customers have a positive and memorable experience with our brand. You will lead a team dedicated to providing exceptional service and support, fostering a culture of innovation and collaboration. Your responsibilities will include developing and implementing strategies to improve customer satisfaction, managing customer feedback, and working closely with various departments to ensure a seamless experience across all touchpoints. You will also be responsible for training and mentoring team members, ensuring they have the tools and knowledge necessary to excel in their roles. This position requires a proactive approach to problem-solving and a passion for delivering outstanding customer service. You will be the voice of the customer within the organization, advocating for their needs and preferences to drive continuous improvement in our services and offerings.

Responsibilities

• Lead and manage the customer experience team to ensure high levels of customer satisfaction.
• Develop and implement customer experience strategies that align with company goals.
• Monitor customer feedback and metrics to identify areas for improvement.
• Collaborate with cross-functional teams to enhance the customer journey across all channels.
• Train and mentor team members to provide exceptional customer service.
• Act as the primary point of contact for customer escalations and resolve issues promptly.
• Analyze customer data to inform decision-making and strategy development.

Requirements

• Proven experience in customer service or customer experience management.
• 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.
• Proficiency in customer relationship management (CRM) software.

Nice-to-haves

• Experience in retail or a related industry.
• Familiarity with customer experience metrics and KPIs.
• Knowledge of customer journey mapping techniques.

Benefits

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