Customer Experience Manager

The Customer Experience Manager is responsible for leading the efforts to improve and maintain positive relationships with customers, ensuring satisfaction, loyalty, and retention. Focused on developing the customer service teams' skills through training and project opportunities, ensuring alignment with organizational goals. Strong emphasis on leadership and data-driven decision-making, addressing escalated customer issues and working closely with other managers to enhance overall customer satisfaction and service efficiency. Call center management/Leadership experience is preferred.

Education: 

• Bachelor's degree in business, management, or a related field preferred; equivalent experience will be considered.  

Experience:       

• Minimum 3 years experience in leading or managing a team
• 5 years of experience in customer service, customer retention, or account management roles. 
• Experience in the lawn care, landscaping, or service industry is strongly preferred. 
• Proven experience in managing customer relationships and improving retention rates. 
• Experience with CRM systems and customer service tools; proficiency in Microsoft Office Suite.  

• Skills:  
• Excellent communication, negotiation, and interpersonal skills to effectively interact with customers and internal teams. 
• Strong problem-solving abilities and a focus on resolving customer concerns in a timely manner. 
• Ability to build strong relationships, manage customer expectations, and demonstrate empathy and professionalism. 
• Proficiency in Microsoft Office Suite, Google Suite, and CRM systems. 
• Ability to multitask, prioritize, and work collaboratively in a fast-paced environment. 
• Analytical mindset to assess customer feedback, trends, and retention metrics for continual improvement. 
• Proven leadership skills, with experience managing and developing high-performing teams. 
• Strong understanding of customer experience metrics and best practices. 
• A customer-centric mindset with a passion for delivering outstanding experiences.  

General Responsibilities: 

• Lead and mentor customer service and retention teams, fostering a culture of service excellence and continuous improvement. 
• Monitor customer interactions, ensure service standards are met and exceeded. 
• Analyze customer feedback, complaints, and satisfaction surveys to identify trends, areas for improvement, and opportunities to enhance the customer experience. 
• Develop and implement strategies to improve customer satisfaction, loyalty, and retention. 
• Collaborate cross-functionally with sales, operations, and marketing teams to ensure a seamless customer journey. 
• Create and refine processes for handling customer inquiries, complaints, and escalations, ensuring timely and effective resolution. 
• Oversee the promotion and upselling of additional lawn care services and products, empowering teams to identify opportunities to deliver added value. 
• Assist with managing customer experience metrics and track performance against key goals. 
• Conduct regular coaching and training sessions for customer-facing teams to improve communication, problem-solving, and upselling skills. 
• Develop customer loyalty programs, appreciation initiatives, and proactive outreach strategies. 
• Report on key customer experience KPIs to senior leadership and recommend actionable solutions for improvement. 

Salary - $54K-$58K

We are committed to diversity, equity, and inclusion in the workplace and provide consideration for an employment relationship without regard to race, color, religion, sex, sexual orientation, gender expression, gender identity, genetic predisposition, national origin, ethnicity, disability, veteran status, or any other characteristic protected by federal, state, or local law.