Customer Experience Manager

Description

The Customer Experience Manager is responsible for ensuring that every customer interaction with Expo Home Improvement is positive, seamless, and exceeds expectations. This role focuses on developing and implementing strategies to enhance customer satisfaction, resolve issues effectively, and drive customer loyalty. The ideal candidate has strong leadership skills, project management capability, field service process management, a customer-centric mindset, and the ability to analyze customer feedback to implement meaningful improvements.

Key Responsibilities

Customer Experience Strategy & Execution:

• Develop and implement customer experience strategies that enhance satisfaction and loyalty.
• Monitor customer interactions across all touchpoints to ensure consistency and excellence.
• Collaborate with internal departments to improve processes that directly impact the customer journey.

Customer Support & Resolution:

• Lead the customer service team in handling escalations, inquiries, and complaints in a professional and timely manner.
• Implement and oversee processes to ensure prompt resolution of customer concerns.
• Serve as a key escalation point for complex customer issues, working cross-functionally to find effective solutions.

Feedback & Continuous Improvement:

• Collect and analyze customer feedback through surveys, reviews, and direct interactions.
• Identify trends in customer satisfaction and recommend improvements to products, services, and processes.
• Establish key performance indicators (KPIs) to measure and track customer experience success.

Training & Development:

• Train and coach customer-facing and non-customer facing employees on best practices for delivering exceptional service.
• Develop materials and training sessions focused on communication, problem-solving, service process, field training, and customer engagement.
• Foster a culture of customer advocacy within the organization.

Customer Retention & Engagement:

• Drive initiatives to improve customer retention, including loyalty programs and post-project follow-ups.
• Oversee customer referral and review programs to enhance brand reputation.
• Develop strategies to turn satisfied customers into brand ambassadors.

Requirements

• Proven experience in customer service management, customer experience, or a related role.  
• Strong leadership and team management skills.  
• Excellent communication and interpersonal skills, with a customer-first approach.  
• Ability to analyze data and translate insights into actionable strategies.  
• Proficiency in Microsoft Office Suite and CRM systems (Salesforce experience preferred).  
• Strong problem-solving abilities with a proactive approach to resolving issues.  
• Experience in home improvement, construction, or a similar industry is a plus.

Customer-Centric Leadership – Creates and drives initiatives to improve customer experience at all touchpoints.  

Problem-Solving & Decision-Making – Analyzes issues and implements solutions effectively.  

Communication – Clearly conveys information to customers and internal teams.  

Process Improvement – Continuously seeks ways to improve customer service and satisfaction.  

Team Development – Coach and mentor employees to elevate service levels.

Working Conditions

• Primarily office-based with regular use of computers, phones, CRM systems, and other standard office equipment.
• Frequent interaction with customers, internal departments, and field teams via phone, email, video conferencing, and in-person meetings.
• May require occasional travel to customer homes, branch offices, job sites, or field locations to assess service quality, resolve escalated concerns, conduct training, or support customer experience initiatives.
• Ability to work in a fast-paced, customer-focused environment with shifting priorities and deadlines.
• Requires the ability to manage high-pressure situations, customer escalations, and conflict resolution in a professional manner.
• Extended periods of sitting, typing, and computer work; occasional standing, walking, and presenting during meetings or training sessions.
• May require occasional evening or weekend availability to address urgent customer concerns, support operational needs, or attend company events.

Equal Opportunity Employer

Expo Home Improvement provides equal employment opportunities to all employees and applicants without regard to race, color, religion, gender, sexual orientation, national origin, age, disability status, or any other characteristic protected by law.?

Americans with Disabilities Act (ADA)

Expo Home Improvement complies with the ADA and will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations.?