Customer Experience Manager

Decor Cabinets Ltd • Stanley, MB

23d • Onsite

About The Position

At Decor Cabinets, we believe that exceptional products are only part of the story—exceptional customer experiences are what build lasting partnerships. We’re looking for a Customer Experience Manager to lead our Customer Experience team and champion the voice of our dealers, designers, and customers. This role is both a servant leader to your team and a servant leader to our customers—creating an environment where people are supported, empowered, and equipped to deliver exceptional service at every stage of the customer journey.

Requirements

• Post-secondary education in Business, Leadership, Communications, or a related field (or equivalent experience).
• 5+ years of experience in customer service, support, or operations.
• 3+ years of leadership experience developing and leading teams.
• Strong customer service mindset and problem-solving skills.
• Proven ability to collaborate across departments.
• Experience with ERP, CRM, or customer support systems.

Nice To Haves

• Experience in manufacturing, cabinetry, or dealer-based environments.
• Exposure to quoting, design support, warranty, or technical product support.
• Knowledge of AutoCAD or similar tools.
• Experience leading process improvement or transformation initiatives.

Responsibilities

• Lead & Develop a High-Performing Team: Coach, mentor, and develop the Customer Experience team. Build a culture of accountability, collaboration, and continuous learning. Establish clear service standards, priorities, and performance expectations. Support hiring, onboarding, succession planning, and employee development. Model servant leadership—removing barriers so your team can succeed.
• Champion the Voice of the Customer: Actively gather and listen to customer feedback, insights, and concerns. Translate customer insights into actionable improvements. Lead initiatives that strengthen dealer relationships and improve satisfaction. Act as the escalation point for complex or high-impact customer issues. Promote a customer-first mindset across the organization.
• Lead Customer Solutions Operations: Lead customer-facing functions including: Customer Solutions, Design Support, Product & Technical Support, Warranty & issue resolution. Ensure customers receive timely, accurate, and knowledgeable support. Align cross-functional efforts with Manufacturing, Scheduling, Logistics, Quality, and Product Development.
• Strengthen Cross-Functional Collaboration: Facilitate problem-solving across departments to remove barriers. Improve responsiveness, consistency, and accuracy in service delivery. Support system improvements and business initiatives impacting the customer experience.
• Build Capability & Technical Knowledge: Ensure your team has the tools, training, and expertise needed to succeed. Develop working knowledge across key areas (products, design, quoting, manufacturing, systems). Encourage continuous learning and knowledge sharing.
• Drive Continuous Improvement: Use customer feedback and operational data to identify opportunities. Lead and support process improvements that enhance service and efficiency. Monitor performance metrics and provide insights to improve outcomes.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree