Customer Experience Manager

Expo Home Improvement•Farmers Branch, TX

4d•Hybrid

About The Position

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.

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.
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.

Nice To Haves

Experience in home improvement, construction, or a similar industry is a plus.

Responsibilities

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.
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.
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.
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.
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.