Customer Relationship Manager

Sweetwater And Company•Fort Wayne, IN

9d•Onsite

About The Position

Sweetwater, the nation's #1 online retailer of pro audio gear and musical equipment is seeking an experienced team member to join our Customer Experience team. Our culture is focused on being the best customer service provider possible every day---and then constantly improving the experience to be even more amazing for our customers. The Customer Relationship Manager will work closely with other teams to own and resolve any customer escalation that is presented to them. In addition, they will also be responsible for creating memorable, standout customer experiences that go beyond de-escalation and will work to drive true loyalty. This role focuses on proactive engagement, emotional connection, and thoughtful service that makes customers feel valued, understood, and genuinely delighted.

Requirements

Bachelor's degree or equivalent experience in customer experience, hospitality, business, or communications
3+ years of experience in customer success, relationship management, hospitality, or premium service roles.
Exceptional communication and interpersonal skills. Strong emotional intelligence and ability to read customer needs. Proven ability to turn challenges into positive, memorable experiences
Customer service/call center experience.
Background in hospitality, luxury service, or experience-driven industries.
Experience managing high-touch or VIP customer relationships.
WOWs The Customer - Deep passion and desire for creating amazing customer & colleague experiences
Gets Things Done - Great work ethic and moves with a sense of urgency
Obsesses over the Details - committed to paying attention to the details
Drives Continuous Improvement - Always focusing on effective and efficient work and way to get better
Develops the Future - committed to pursuit of growing personally & professionally and has a focus on bringing your colleagues along with you on that journey
We function best as a unified team, so relocation to our state-of-the-art campus in Fort Wayne, IN is required.

Responsibilities

Build meaningful, trust-based relationships that turn customers into enthusiastic advocates.
Proactively identify moments to surprise, delight, and exceed customer expectations.
Serve as the primary point of contact for our Sales team, and key customers, ensuring personalized and consistent experiences.
Own customer escalations with empathy, urgency, and a “make it right and then some” mindset.
Collaborate closely with our sales and support teams to deliver seamless experiences and guidance on how to execute our philosophy to “WOW” the customer.
Design and execute creative customer touch-points (check-ins, follow-ups, appreciation moments).
Capture and act on customer feedback to continuously improve the experience.
Track customer satisfaction, loyalty, and engagement metrics.
Maintain accurate documentation and insights within CRM systems.
Act as a role model and advocate for a customer-first, service-excellence culture.