Customer Experience Manager

Refrigerated Solutions Gr•Hudson, WI

1d•$90,000 - $125,000•Hybrid

About The Position

The Customer Experience Manager - Strategic Accounts and Small Footprint Retail is a key role within Refrigerated Solutions Group (RSG), responsible for the daily management of Account Managers and Customer Experience Representatives. This role focuses on ensuring exceptional customer service and satisfaction while directly supporting the Small Footprint Retail segment and the Strategic Account segment of RSG's sales channel. The Customer Experience Manager will partner closely with designated sales leaders to drive customer engagement, improve quote conversion rates, and contribute to the overall success of the CX team.

Requirements

Bachelor’s degree in Business Administration, Marketing, Sales, or a related field. A combination of education and relevant experience will also be considered in lieu of formal education requirements.
A minimum of 5 years of experience in customer experience, account management, or sales roles, preferably in the commercial refrigeration or a related industrial sector.
Strong leadership and team management skills.
Proven ability to manage daily operations and improve customer service outcomes.
Demonstrated experience in improving quote conversion rates and driving sales growth.
Proficiency in CRM software (Salesforce preferred).
Excellent communication, organizational, and problem-solving skills.
Ability to work collaboratively with sales teams and other departments.

Nice To Haves

Familiarity with commercial refrigeration products, particularly in relation to walk-in freezers, coolers, and merchandisers, is preferred.
Willingness to travel up to 10% as needed.

Responsibilities

Oversee the daily activities of Account Managers and Customer Experience Representatives, ensuring consistent delivery of high-quality customer service.
Assist the Director of Inside Sales in implementing strategies and achieving department goals.
Partner with sales leaders responsible for the Small Footprint Retail segment and the Strategic Account segment, ensuring alignment between CX activities and sales objectives.
Work closely with sales teams to support customer engagement initiatives, ensuring that CX efforts contribute to sales growth and customer retention.
Regularly gather customer feedback specific to the assigned segments and work with the CX team to implement improvements.
Identify opportunities for enhancing customer experience processes, focusing on the unique needs of the Small Footprint Retail and Strategic Account segments.
Provide ongoing coaching and development for Account Managers and Customer Experience Representatives, fostering a culture of continuous improvement and customer focus.
Ensure team members are well-trained on RSG’s products, services, and customer engagement strategies.
Track and report on key performance indicators (KPIs) related to customer experience, service delivery, and quote conversion rates for the assigned segments.
Provide insights and reports to the Director of Inside Sales, highlighting successes and areas for improvement, particularly in relation to improving quote conversion rates.
Collaborate with other departments, including Order Operations, Technical Service, Warranty, and Installation, to ensure a seamless customer experience across all touchpoints.
Partner with sales leaders to align CX efforts with sales strategies and objectives, with a focus on improving quote conversion rates.
Address and resolve customer issues and escalations, particularly those related to the Small Footprint Retail and Strategic Account segments, ensuring timely and effective solutions.
Assist in creating strategies for preventing and resolving recurring customer issues.
Advocate for the needs and expectations of customers within the Small Footprint Retail and Strategic Account segments, ensuring that they are prioritized in CX initiatives and decisions.