Manager, Customer Experience

Crate & Barrel • Northbrook, IL

67d • $67,900 - $89,950

About The Position

We inspire purpose-filled living that brings beauty and quality to the modern home. Together, we achieve. Associates across our business drive results, innovate, and inspire. Drawn together by our shared values and passion for our customers and our brands, we deliver home furnishings that are expertly designed, responsibly sourced, and bring timeless style and function to people's homes. From the day we opened our first store in Chicago in 1962 to the digital innovations that engage millions of customers today, our iconic brand is over 60 years in the making—and our story is still unfolding. We're here for it. We think you should be too. We're looking for a driven professional with an inclusive mindset to join our team as a Manager, Customer Experience. The Customer Experience (CX) Manager is a strategic leader responsible for shaping the company's understanding of the customer journey. This role owns the Voice of the Customer (VOC) program, transforming complex customer feedback and data into actionable insights and high-impact business strategies. The CX Manager will lead deep-dive analyses, champion customer-centric initiatives across the organization, and present compelling narratives to senior leadership to drive meaningful improvements in customer satisfaction and loyalty. This is an on-site position (Monday through Thursday) based out of our Northbrook, IL office with the flexibility to work remotely on Fridays.

Requirements

• 5-7 years of experience in customer experience, voice of the customer, data analytics, or a related role.
• Previous experience with VoC platforms (e.g., Medallia, Qualtrics) and BI tools (e.g., Tableau, Power BI).
• Exceptional analytical skills with the ability to translate data into strategic business actions.
• Strong leadership and communication skills, with a demonstrated ability to influence cross-functional partners and present to senior executives.
• Ability to make recommendations based on key findings and test for improvement.
• Ability to prioritize workload and manage multiple projects.
• Demonstrated ability to be flexible and adaptable to changing business needs and priorities of the organization.
• Sense of urgency and ability to shift and prioritize work to meet key deadlines.

Nice To Haves

• Bachelor's degree preferred.

Responsibilities

• Own and evolve the enterprise-wide Voice of the Customer (VoC) strategy, ensuring customer feedback is a key driver of business decisions.
• Lead the analysis of customer feedback from various sources, including Medallia and internal BI dashboards, to identify macro trends, key drivers of Net Promoter Score (NPS), and critical customer pain points.
• Synthesize complex data into clear, compelling presentations and strategic recommendations for executive leadership and key stakeholders.
• Partner with and influence leadership in Customer Care, Operations, Fulfillment, Merchandising, and Digital teams to prioritize and drive the execution of CX improvement initiatives.
• Guide and collaborate with Data Analysts to enhance CX reporting frameworks, develop robust scorecards, and ensure data integrity.
• Develop and implement methodologies to monitor the business impact of CX initiatives, including contact reduction and customer satisfaction improvements, adjusting strategies to maximize results.
• Oversee deep-dive investigations into systemic customer issues to uncover root causes and drive long-term, structural solutions.

Benefits

• Minimum Starting Rate: $67,900.00 Hourly
• Up to: $89,950.00 Hourly
• In addition to your salary, based on your role, associates may be eligible for other compensation including bonuses, sales incentives, and long term incentives.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Furniture, Home Furnishings, Electronics, and Appliance Retailers
• Education Level: Bachelor's degree