Customer Experience Communications Manager

Woongjin•Buena Park, CA

11d

About The Position

The Customer Experience Communications Manager will play a key role in building scalable processes, shaping the long-term structure of the function, and strengthening the connection between customer experience insights and corporate communications. This role is ideal for a professional who thrives in a fast-paced, growth-oriented environment and enjoys balancing strategic thinking with hands-on execution as company continues to expand its U.S. presence.

Requirements

Bachelor’s degree in Business, Communications, or a related field, or equivalent professional experience.
Minimum of 5 years of experience in customer success, customer service, support management, communications, or a related discipline.
Exceptional written and verbal communication skills with a strong customer-focused and brand-centered mindset.
Demonstrated ability to build processes and systems from the ground up while remaining hands-on in execution.
Strong analytical skills with experience creating and interpreting reports, dashboards, or performance metrics.
Highly organized with the ability to manage multiple priorities and stakeholders.
Experience with CRM systems, ticketing tools, or customer feedback platforms.
Ability to collaborate cross-functionally and influence stakeholders without direct authority.

Nice To Haves

Strategic thinking with strong execution capability
Proactive problem-solving and prioritization
Attention to detail and consistency in messaging
Strong interpersonal and collaboration skills
Ability to remain calm and professional under pressure
Commitment to continuous improvement

Responsibilities

Manage the end-to-end flow of customer inquiries and feedback across all channels, ensuring timely routing and resolution by the appropriate internal teams (Operations, Marketing, Quality Control, Store Leadership, etc.).
Research, evaluate, and recommend vendors for a centralized customer service platform and lead the implementation of the selected solution.
Develop and maintain a library of approved response templates for common customer questions and concerns, ensuring consistency in tone, accuracy, and brand voice.
Draft, review, and approve responses for complex or sensitive customer inquiries in collaboration with relevant internal stakeholders.
Monitor recurring issues and customer sentiment; prepare weekly and monthly reports summarizing trends, store health insights, and opportunities for operational improvement.
Partner with operations, marketing, and quality teams to translate customer feedback into actionable improvements.
Partner with the Director of Communications to ensure customer-facing communications align with corporate messaging, brand standards, and executive priorities.
Identify and escalate emerging customer issues or trends that may impact brand reputation.
Provide customer insights and reporting to support internal communications, leadership updates, FAQs, and broader corporate messaging.
Ensure consistency between customer responses and company talking points, campaigns, and system-wide communications.
Support the development of clear messaging during periods of operational change, growth, or heightened customer sensitivity.