Customer Experience Manager - Lawn Tech

Turf Masters Brands • Plano, TX

2d • $54,000 - $58,000

About The Position

The Customer Experience Manager leads efforts to build and maintain positive customer relationships, ensuring satisfaction, loyalty, and retention. The role develops customer service teams through training and project opportunities, aligns team efforts with organizational goals, and uses data to improve service. The manager addresses escalated customer issues and works with other managers and cross-functional teams to enhance customer satisfaction and service efficiency. Call center management or leadership experience is preferred.

Requirements

• At least 3 years of experience leading or managing a team.
• 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 with customers and internal teams.
• Strong problem-solving abilities and a focus on resolving customer concerns promptly.
• Ability to build relationships, manage customer expectations, and demonstrate empathy and professionalism.
• Ability to multitask, prioritize, and work collaboratively in a fast-paced environment.
• Analytical ability 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

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

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 and exceeded.
• Analyze customer feedback, complaints, and satisfaction surveys to identify trends, improvement areas, 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 support 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 customer experience KPIs to senior leadership and recommend actionable solutions for improvement.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager