Customer Experience & Office Manager

Job Description

We are seeking a passionate and dedicated Customer Experience Manager to lead our efforts in enhancing our member satisfaction. The ideal candidate will have a proven track record of creating exceptional customer experiences and a deep understanding of customer needs. This role involves collaborating with various departments to ensure that our customers receive top-notch service at every touchpoint. In addition, the Customer Experience Manager will support additional areas to ensure operational excellence.

What makes us different:

• Competitive salary and benefits package.
• Opportunities for professional development and career growth.
• A dynamic and collaborative work environment.

Key Responsibilities:

• Develop and implement customer experience strategies that align with the company’s goals and values.
• Analyze customer feedback and data to identify trends, areas for improvement, and opportunities for innovation.
• Lead initiatives to enhance customer satisfaction and loyalty
• Collaborate with other departments to ensure a consistent and seamless customer experience across all channels.
• Lead customer outreach initiatives, which include newsletters, events, etc.
• Train and mentor customer service representatives
• Establish and track key performance indicators (KPIs) for customer experience
• Manage customer escalations and resolve issues promptly, ensuring a positive outcome for both the customer and the company.
• Stay up-to-date with industry trends and competitor offerings to continually enhance our customer experience.
• Office administration, including limited inventory management
• HR administration duties, including payroll preparation, onboarding, and off-boarding of staff, and coordinating HR related projects.

Qualifications:

• Bachelor’s degree in Business, Marketing, or a related field
• 3+ years of experience in customer experience, customer service, or a related role.
• 2+ years of experience in managing team members
• Strong analytical skills with experience in data analysis and customer feedback methodologies.
• Excellent communication and interpersonal skills, with a customer-centric mindset.
• Proven leadership abilities and experience managing cross-functional teams.
• Familiarity with customer experience tools and platforms (e.g., CRM systems, survey tools).
• Ability to think strategically and implement innovative solutions.

If you are passionate about marketing, sustainability and have a strong work ethic, we would love to hear from you. Thank you in advance to all those who apply, but only those qualified will be contacted.

Other Titles for the role: Customer Service Manager, Customer Success Manager

Job Type: Full-time

Pay: $55,000.00-$70,000.00 per year

Benefits:

• Dental care
• Discounted or free food
• Extended health care
• On-site parking
• Paid time off
• Store discount
• Vision care

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• Morning shift

Experience:

• customer support: 3 years (preferred)
• people management: 2 years (preferred)
• marketing: 1 year (preferred)

Work Location: In person

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