Manager of Customer Experience

$85,000 - $90,000/Yr

Holt Group - Vancouver, WA

Full-time - Mid Level

Vancouver, WA

Professional, Scientific, and Technical Services

About the position

The Manager of Customer Experience at Holt Group Inc. is responsible for enhancing customer satisfaction and loyalty by fostering strong relationships with homebuyers and homeowners. This role involves analyzing customer interactions, implementing effective strategies, and leading a team to ensure exceptional service delivery. The position emphasizes the importance of integrity, responsiveness, and continuous improvement in customer relations.

Responsibilities

• Conduct in-depth analyses of Holt's customer journey and individual touchpoints to identify strengths and areas for growth.
• Assess, identify, implement, and manage new and existing software and tools that effectively track and align with customer experience goals.
• Partner with various departments to create initiatives that unify the team and set the standard for homebuyer/homeowner engagement.
• Lead and nurture the team of Customer Success Coordinators, ensuring top-notch service delivery.
• Oversee the reputation management program, responding proactively to customer feedback and developing a robust process for resolution of customer concerns.
• Manage the collection, analysis, and sharing of customer satisfaction scores, utilizing data-driven insights to inform decision-making.
• Drive alignment with external partners and other US homebuilders within the Sekisui family of brands.
• Support the creation of coaching and mentorship opportunities, focusing on trust building and improving communication skills.

Requirements

• Bachelor's Degree in Business, Marketing, Communications, or related field.
• Minimum of 5 years of direct customer experience-related experience with a successful track record.
• Proficient knowledge of Office Suite (Word, Excel, PowerPoint, and Outlook) and other web-based customer experience software.
• Customer Relationship Management (CRM) database experience preferred (i.e. Hubspot, Salesforce).
• Experience in reputation management and customer conflict resolution.
• Analytical mindset with a focus on data-driven decision making.
• Excellent leadership and team management skills.
• Exceptional verbal and written communication skills in English.
• Strong interpersonal skills with an ability to communicate effectively across various departments.

Nice-to-haves

• Experience with Qualtrics or Medalia software for customer experience management.

Benefits

• 401(k) with 5% match
• AD&D insurance
• Cell phone reimbursement
• Dental insurance
• Disability insurance
• Employee assistance program
• Flexible spending account
• Annual bonus of up to 10% of salary
• 14 paid holidays yearly
• Company laptop
• $70 monthly cell phone reimbursement or company phone line
• Employer contributes 4.5% into each employee's 401(k) after 2 years of employment
• Education Assistance Program
• Home Purchase Program
• Employee Referral Program
• 1 hour of paid sick leave per 30 hours worked
• Accrued 3 weeks of vacation the first year, with 40 hours frontloaded