Customer Experience Manager

Charter Manufacturing•Woodstock, IL

1d•Hybrid

About The Position

Charter Casting is seeking a strategic, forward-thinking Customer Experience Manager to shape and execute the organization’s customer experience strategy. The role leads the Customer Service team, champions innovation, and works across the organization to create a seamless, customer-focused experience. Through continuous improvement and collaboration, the manager strengthens customer relationships, builds loyalty, and supports long-term business success. The position develops and implements a customer experience improvement program, creates and maintains a multi-year roadmap, establishes measurement systems, and uses customer feedback, data, and analysis to recommend improvements. It also oversees customer service performance, standardizes processes across company locations, supports key customers with high-touch service, and contributes to e-commerce and CRM development and management. The position may include access to controlled information or technology under U.S. export control laws. Employment may depend on verification that the applicant is a U.S. Person or the employer obtaining any necessary export license. The annual hiring range is $111,500–$139,400; the actual offer depends on job-related skills, experience, qualifications, and other factors. The role requires 10%–15% travel.

Requirements

Bachelor’s degree in Business or a related field.
Seven years of experience in customer-facing roles, such as sales, marketing/product management, customer service operations, or customer experience.
Solid interpersonal skills and the ability to learn about other general areas of the business.
Strong analytical and presentation skills.
Excellent written and verbal communication skills.
Sound knowledge and use of Microsoft Office products.
Experience with Oracle (CPQ, EBS, BI), or the ability to learn it.
Willingness to travel 10%–15%.

Nice To Haves

Experience leading a major customer experience strategy or program.
Change management knowledge, including leveraging information systems and tools.
Experience at a metals manufacturing or distribution company.
Proficiency with advanced features of Microsoft Office products.

Responsibilities

Develop and implement the organization’s customer experience strategy and improvement program.
Create a multi-year customer experience roadmap and update its focus quarterly.
Identify and execute customer experience measurement systems, recommending improvements based on voice of customer, data, and analysis.
Use process automation and information tools to improve customer responsiveness and transaction times.
Research and synthesize customer feedback to increase satisfaction and loyalty.
Manage a team of customer service professionals, adapting plans and priorities to meet objectives.
Create, measure, and improve customer performance indicators.
Promote exceptional customer service throughout the organization.
Improve organizational effectiveness by removing waste and customer friction and driving customer advocacy.
Evaluate improvement opportunities and design and implement customer service training programs.
Identify, lead, and execute high-touch service for key customers.
Help develop, implement, and manage an e-commerce site.
Participate in the development and management of a CRM.
Use Oracle and other technology to perform customer and customer service team tasks and analysis.
Support staff with pricing, margins, expediting, complaints and returns, specifications, and scheduling.
Manage communication of the raw material surcharge program.
Plan and direct customer communication activities.
Standardize and unite customer service processes and procedures across company locations.