Customer Experience Manager

Shar Music•Ann Arbor, MI

8d•Onsite

About The Position

Customer Experience Manager – Full-Time | In-Office | Ann Arbor, MI Are you a people-focused leader who thrives on building strong customer relationships, developing high-performing teams, and driving business results? As the Customer Experience Manager at Shar Music, you’ll oversee both our Customer Success and Sales teams, playing a critical role in ensuring that every customer interaction—from initial inquiry through purchase and ongoing support—reflects the exceptional service and expertise Shar Music is known for.

Requirements

Have a strong customer-first mindset while understanding the importance of achieving revenue and business objectives.
Are an excellent communicator who can build relationships with customers, employees, managers, and leadership.
Are comfortable coaching employees through both successes and performance challenges.
Know how to motivate a team while maintaining clear expectations and accountability.
Are confident handling escalated customer concerns and difficult conversations.
Take ownership of problems and follow them through to resolution.
Are highly organized and able to manage multiple priorities in a fast-paced environment.
Enjoy finding ways to make processes more efficient, accurate, and consistent.
Are proactive and willing to ask questions when something doesn't look right.
Demonstrate a high level of integrity and discretion when handling confidential financial information.
Are comfortable working in a dynamic, growing business where priorities can change.
Team player with a positive attitude, adaptability, and willingness to collaborate and learn from others.
Bachelor's degree in Business, Marketing, Management, Communications, or a related field preferred.
3–5 or more years of progressive experience in Sales, Customer Success, Customer Experience, Account Management, Retail, eCommerce, or a related field.
2 or more years of experience in a supervisory or management role preferred.
Demonstrated experience leading, coaching, and developing Sales, Customer Success, Customer Service, or Account Management teams.
Proven ability to establish goals, monitor KPIs, and drive team performance.
Experience developing sales strategies, customer retention initiatives, and account development programs.
Experience managing customer escalations and complex sales or service issues.
Strong understanding of sales processes, customer relationship management, and customer experience best practices.
Experience working in a retail, eCommerce, distribution, manufacturing, or other product-based business is a plus.
Experience with B2B, education, institutional, or account-based sales is a plus.
Experience with NetSuite or another ERP system strongly preferred.
Experience with Shopify or another eCommerce platform is a plus.
Experience with CRM platforms and sales reporting tools is a plus.
Strong proficiency with Microsoft Office, including Outlook, Teams, and Excel.
Strong written and verbal communication skills.
Excellent organizational, time management, and prioritization skills.
Strong coaching, leadership, conflict-resolution, and relationship-building skills.
Ability to analyze sales and customer data and translate findings into actionable strategies.
Ability to work collaboratively with individuals and teams across an organization.
Demonstrated ability to identify problems, develop practical solutions, and drive those solutions through implementation.
Ability to maintain a high level of accuracy while meeting deadlines.

Nice To Haves

Have an interest in music, education, or the arts (a plus).
Music knowledge or experience working with musical instruments is a plus.

Responsibilities

Deliver and promote a premium customer experience, ensuring customers receive personalized, attentive, and knowledgeable support throughout every stage of their relationship with Shar Music.
Lead, coach, and develop the Customer Success & Sales teams to provide exceptional service across all customer communication channels.
Establish and maintain high standards for customer service, responsiveness, professionalism, and problem resolution.
Serve as a resource and escalation point for complex customer questions, concerns, complaints, and service issues.
Monitor customer interactions and provide coaching and feedback to team members to improve service quality and consistency.
Develop and maintain customer service procedures, workflows, standards, and best practices.
Monitor customer experience metrics and identify trends, recurring issues, and opportunities for improvement.
Track and analyze customer feedback, complaints, returns, order issues, and other customer-related data.
Work with the Warehouse and Operations teams to resolve shipping, fulfillment, inventory, and delivery-related customer issues.
Ensure customer inquiries and sales opportunities are responded to in a timely, professional, and effective manner.
Help develop and maintain customer segmentation, account management, and customer retention strategies.
Support the development of relationships with schools, educators, musicians, institutions, and other key customer groups.
Ensure Sales and Customer Success team members maintain accurate customer and sales information within company systems.
Help identify opportunities for automation, technology improvements, and process efficiencies within Sales and Customer Success.
Participate in cross-functional projects and strategic initiatives that impact customers, sales, and company growth.
Stay knowledgeable about Shar Music's products, services, customers, competitors, and the broader string instrument and music education industry.
Promote a culture of accountability, collaboration, professionalism, continuous improvement, and customer-first thinking.
Maintain confidentiality of sensitive customer, employee, sales, and company information.
Other duties as assigned.