Customer Experience Manager

Freudenberg Group•Londonderry, NH

13d

About The Position

We are seeking a Customer Experience Manager to lead and manage our Customer Experience Team. This role involves providing strong leadership, implementing process improvements, driving customer success, and supporting revenue retention. You will be responsible for enhancing customer satisfaction, operational efficiency, and long-term customer relationships. The ideal candidate will have a strong background in customer success management, process improvement, and team leadership.

Requirements

Bachelor's degree in Business, Management, or a related field.
3-5 years of experience in a customer success or customer experience management role.
Strong background in process improvement and project management.
Experience with digitalization and automation tools and initiatives.
Excellent leadership and team management skills.
Strong analytical and problem-solving abilities.
Ability to travel as needed within the region and internationally.

Responsibilities

Lead and manage the Customer Experience Team, ensuring motivation, engagement, and alignment with company goals.
Conduct performance reviews, address issues, and provide constructive feedback to team members.
Analyze current customer experience processes to identify and implement improvements for efficiency and satisfaction.
Establish a proactive customer engagement model to anticipate needs, support onboarding, improve responsiveness, and strengthen relationships.
Identify opportunities to improve the customer journey and create follow-up actions for satisfaction and loyalty.
Partner with Sales and Sales Operations to identify customer retention risks and service-related dissatisfaction.
Coordinate corrective actions, escalate material risks, and support account retention strategies through service recovery.
Use customer feedback, service trends, and CRM data to identify opportunities for improving account health and customer value.
Recommend actions to improve repeat business, reduce friction, and support sustainable revenue retention.
Develop, track, and report on key performance indicators (KPIs) for customer experience initiatives.
Use data to drive decisions and demonstrate improvements in customer experience.