Customer Experience (CX) Manager, Bet-David Consulting

Valuetainment•Fort Lauderdale, FL

20h

About The Position

Bet-David Consulting (BDC) serves over 10,000+ entrepreneurs across 60+ countries through business consulting, media, and technology. Our clients do not just purchase services — they invest in growth, transformation, and belief. Reporting to the General Manager of BDC, the Customer Experience (CX) Manager will architect and operationalize a world-class “surprise and delight” function that turns customers into raving fans. This is not a support role. This is a brand-defining role. You will monitor feedback in real time, respond authentically to criticism, celebrate wins publicly, proactively reach out to customers, and design unexpected experiences that deepen loyalty and advocacy. The successful candidate will have the opportunity to work across our integrated lines of business including BDC (with over 10,000 clients globally), Valuetainment Media (hosting renowned celebrities and achieving 1.6 B views per quarter), and Minnect (with over 160k users).

Requirements

5+ years in Customer Experience, Customer Success, Hospitality, Brand Experience, or similar roles
Demonstrated ability to design customer journeys and improve retention
Exceptional written and verbal communication skills
High emotional intelligence and conflict-resolution ability
Highly proactive. You don’t wait for complaints
Systems-oriented thinker who can operationalize creativity
Entrepreneurial mindset aligned with a high-growth environment

Nice To Haves

Experience in consulting, media, SaaS, or high-end hospitality
Built of scaled a CX team
Familiarity with NPS frameworks and CRM systems
Leadership & Cultural Fit
Thinks and acts like an owner
Bias for action and speed
Comfortable with transparency, debate, and direct feedback
Obsessed with results and continuous improvement
High standards for themselves and their team

Responsibilities

Voice of the Customer (VoC)
Design and manage a centralized customer feedback loop across BDC, Valuetainment, and Minnect
Monitor NPS, reviews, testimonials, surveys, social media, event feedback, and direct client communications
Identify themes and translate feedback into executive insights and action plans
Build dashboards and reporting cadences for leadership
Surprise & Delight Strategy
Create and execute proactive moments for clients (e.g. unexpected gifts, personalized messages, milestone celebrations, handwritten notes, surprise upgrades, etc.)
Develop scalable playbooks for high-impact, low-cost loyalty moments
Partner with the Events, Marketing, and Product teams to embed experiential excellence across the customer journey
Authentic Response & Reputation Management
Personally respond to customer praise and criticism with empathy and brand voice alignment
Turn detractors into advocates through thoughtful resolution
Protect and elevate brand reputation across platforms
Proactive Outreach & Relationship Building
Conduct surprise check-ins with clients and prospects
Identify at-risk accounts before churn occurs
Create structured touchpoint rhythms for high-value clients
Gether qualitative insights directly from customers
Build the Function
Establish CX SOPs, systems, and tools
Define KPIs (e.g. NPS, CSAT, retention, referral rate, lifetime value)
Hire and build a high-performance CX team as scale demands
Partner cross-functionally with Sales, Marketing, Product, and Operations