Manager Customer Relations

Iowa State University•Ames, IA

4d•Onsite

About The Position

The Iowa State University Book Store is excited to be accepting applications for the role of Manager Customer Relations. This position provides customer-focused leadership and operational oversight for the Iowa State University Book Store's TechCyte, Office Supplies, and Service Center operations. The position is responsible for advancing customer experience, supporting retail and service operations, developing staff, and fostering strong relationships with customers, vendors, and campus partners. This position is Exempt and reports to the Technology Solutions Manager.

Requirements

High school diploma or equivalent
5 years of related experience
Candidates must be legally authorized to work in the U.S. on an ongoing basis without sponsorship. Immigration sponsorship is not available for this position.

Nice To Haves

Supervisory experience leading multi-faceted teams.
Purchasing, inventory, and merchandising experience.
Vendor negotiation and relationship management experience.
Project management and continuous process improvement experience.
Experience in higher-education, collegiate retail, bookstore, or campus-service environments.

Responsibilities

Lead customer‑experience strategy across TechCyte, Office Supplies, and the Service Center, ensuring service quality, responsiveness, and customer satisfaction.
Resolve escalated or sensitive customer concerns involving retail purchases, repairs, warranties, service delivery, and vendor-related issues.
Analyze customer feedback, operational data, and sales trends to identify opportunities for service and process improvements.
Develop and implement customer engagement, retention, and communication strategies.
Lead operational improvement initiatives that enhance workflow efficiency, service quality, and customer satisfaction.
Supervise a Bookstore Specialist II, an Information Technology Support II, and an intern, including training, coaching, and performance management; assist in oversight of student technicians.
Analyze open-to-buy projections, product trends, market conditions, and sales performance to identify opportunities and make informed purchasing decisions that directly support and achieve sales goals.
Maintain vendor and supplier relationships, negotiate pricing, terms, promotions, and product opportunities that improve value, service, and sales performance, and evaluate competitive market offerings.
Assign work, oversee workflow quality, train and coach staff on customer-service standards, communication, product knowledge, and operational procedures.
Serve as Manager on Duty on a weekend and store closing rotating schedule, and contribute additional hours during peak seasons and special events.