Customer Experience Manager

Rollins-posted about 17 hours ago
Full-time • Manager
Logan, UT
1,001-5,000 employees
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Are you motivated by exceeding customer expectations and providing World Class service? As a Customer Experience Manager, you will play a pivotal role in the development of customer experience stategies. We offer an amazing culture where you will be recognized and rewarded for your initiative & hard work. Benefits include health, dental, 401K, PTO, and a “family feel” workplace culture. Who is Fox and Why join the team? Founded in 2012, Fox Pest Control has experienced dramatic growth over the last several years, ranking on the INC 5000 list two years in a row and was awarded the Utah Business Magazine Fast 50 award in 2022. With over 30 locations across the country in 15 states, Fox's growth is attributed to its solid core values and mission to develop confident leaders and empower individuals to provide strong, outstanding service. We aren't just a pest control company that provides top-quality service. Our number one priority is to develop and strengthen lasting relationships with our employees, customers, and anyone else with whom we come in contact. By building up leaders and maintaining positive relationships with our customers, we work to make a difference in the lives of our employees and community. We focus on RELATIONSHIPS FIRST and SERVICE ALWAYS. What are we looking for? As a Customer Experience Manager, you will be responsible for managing customer experience initiatives across the company, with a primary focus on NPS (Net Promoter Score), customer journey design, and all customer-facing communications. This role reports to the Director of Customer Service and works closely with operations, branches, marketing, and sales teams to ensure a consistent, proactive, and high-quality experience at every stage of the customer lifecycle. The Customer Experience Manager will lead customer-focused projects, seasonal outreach campaigns, and cross-functional committees that drive improvements in satisfaction, loyalty, and retention.

  • Customer Experience Strategy & NPS Develop and own customer experience strategies that improve NPS, CLM, and overall loyalty.
  • Monitor NPS feedback, identify themes and root causes, and create action plans with branch and operations leaders.
  • Share regular NPS and customer experience updates with leadership, highlighting wins and key opportunities.
  • Partner with the Director of Customer Service and other leaders to set goals and track progress on customer satisfaction metrics.
  • Customer Communications & Journey Management Design, maintain, and continuously improve the customer journey from first contact through renewal or cancellation.
  • Oversee the content and timing of all customer communications (email, text, outbound calls, letters, etc.) across all touchpoints.
  • Coordinate with marketing and operations to ensure changes in service, pricing, or policy are communicated effectively.
  • Project Management for Customer Initiatives: Lead cross-functional projects that impact customers (e.g., new service offerings, process changes).
  • Create project plans, timelines, and communication strategies for customer-facing initiatives.
  • Facilitate project meetings, track action items, and ensure deliverables stay on schedule.
  • Coordinate with IT, operations, sales, marketing, and branch leadership to ensure smooth execution and minimal disruption to customers.
  • Seasonal Outreach & Proactive Communication: Plan and execute seasonal outreach campaigns (e.g., pre-season readiness, weather-related updates, holiday communications, humanitarian efforts).
  • Develop proactive communication strategies to reduce inbound contacts and improve customer clarity.
  • Monitor response rates and effectiveness of seasonal campaigns and adjust based on performance and feedback.
  • Committee & Cross-Functional Leadership: Help lead customer-facing committees focused on NPS, customer journey, and service improvements.
  • Engage branch managers, service managers, and customer service leaders in regular committee meetings.
  • Facilitate discussion, prioritize initiatives, and ensure follow-up on committee decisions and action items.
  • Reporting and Analysis: Prepare regular reports on NPS, customer feedback trends, communication performance, and campaign results.
  • Use data to identify areas of strength and areas that require attention in the customer journey.
  • Present findings and recommendations to the executive team and other leaders.
  • Collaborate with analytics and operations teams to improve data visibility and reporting where needed.
  • High School degree or equivalent (required)
  • 3+ years in Pest Control Operations
  • 3+ yeards in Customer Experience or similar roles
  • Strong understanding of pest control operations, customer service, and customer experience principles.
  • Experience working with NPS, CSAT, or similar customer satisfaction metrics.
  • Excellent project management skills with the ability to lead cross-functional initiatives.
  • Outstanding written and verbal communication skills.
  • Ability to interpret data, identify trends, and translate insights into clear action plans.
  • Strong relationship-building skills with both office and field/branch leaders.
  • Proficiency in using software (Five9, Pestroutes, Microsoft suite, Outlook, Excel, Teams, CRM or survey tools).
  • Strong organizational and time management skills.
  • 1-2 years of experience leading projects, intiatives, or teams preferred
  • Positive and Empowering Workplace Culture
  • Competitive Salary
  • Competitive Health Insurance including Medical, Dental, and Vision for full-time employees
  • 401k with a generous company match
  • PTO after just 30 days for Full-time individuals
  • Paid holidays
  • Employee Stock Purchase Plan
  • Strong potential and room for growth with an Individualized Leadership Plan for every team member
  • Paid hands-on training opportunities
  • Referral bonuses
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