Manager- Customer Experience

SalonCentric • Saint Petersburg, FL

409d

About The Position

The Customer Experience Support (CXS) Manager at SalonCentric will lead a team focused on delivering exceptional customer service while achieving strategic objectives. This role emphasizes continuous improvement, team collaboration, and a strong customer-centric culture, requiring a leader who can inspire and manage diverse teams effectively.

Requirements

• 10+ years of Customer Service/call center experience, preferably in a retail or supply chain environment.
• Successful supervisory experience leading a team of representatives.
• Proficiency in relevant tech tools required; SAP, Salesforce, etc.
• Strong leadership and communication skills.
• Strong analytical skills and problem-solving ability.
• Conflict management skills essential for handling difficult customer situations.
• Strong multi-tasking skills and ability to work in a fast-paced environment.
• Ability to work across multiple levels and cross-departmentally in the organization.
• High school diploma or GED required; Bachelor's degree preferred.

Responsibilities

• Lead and inspire the operational customer experience support team to exceed customer expectations.
• Drive continuous improvement initiatives to minimize customer wait times and enhance service delivery.
• Foster a positive and collaborative team environment, promoting professional development.
• Build and nurture strong relationships with internal and external customers.
• Deliver accurate and timely feedback to enhance the overall customer experience.
• Support the Customer Care Supervisor in managing escalated client calls and complex issues.
• Ensure consistent application of performance management practices to drive team success.
• Actively participate in daily customer care tasks, demonstrating a hands-on approach.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Merchant Wholesalers, Durable Goods
• Education Level: High school or GED