Customer Experience Manager - Lawn Tech

Turf Masters Brands•Plano, TX

About The Position

The Customer Experience Manager leads efforts to improve and maintain positive customer relationships, satisfaction, loyalty, and retention. The role develops customer service teams through training and project opportunities, ensuring alignment with organizational goals. It emphasizes leadership and data-driven decision-making, resolving escalated customer issues, and working with other managers to improve customer satisfaction and service efficiency.

Requirements

At least 3 years of experience leading or managing a team.
At least 5 years of experience in customer service, customer retention, or account management roles.
Proven experience managing customer relationships and improving retention rates.
Experience with CRM systems and customer service tools.
Proficiency in Microsoft Office Suite and Google Suite.
Excellent communication, negotiation, and interpersonal skills for interacting effectively 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.
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, including experience managing and developing high-performing teams.
Strong understanding of customer experience metrics and best practices.
Customer-centric mindset and passion for delivering outstanding experiences.

Nice To Haves

Call center management or leadership experience.
Bachelor’s degree in business, management, or a related field; equivalent experience will be considered.
Experience in the lawn care, landscaping, or service industry.

Responsibilities

Lead and mentor customer service and retention teams, fostering a culture of service excellence and continuous improvement.
Monitor customer interactions and ensure service standards are met or 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 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, helping teams 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 key customer experience KPIs to senior leadership and recommend actionable solutions for improvement.