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Job Description:

SR. CUSTOMER EXPERIENCE MANAGER | DIRECT HIRE | COMPENSATION $90-$100K+10% BONUS | WINTER PARK, FL (ONSITE)

Title: Sr. Customer Experience Manager

Compensation: $90-$100K+Bonus

Direct Reports: 2 Supervisors

Location: In Person (Winter Park and Maitland, FL)

Position Overview

As a Senior Customer Experience Manager, you will lead and coordinate daily operations within the department, working closely with a skilled team to ensure top-tier service. Your responsibilities include optimizing operational workflows, analyzing customer feedback for improvement opportunities, and ensuring the highest standard of service for online, retail, and wholesale customers. This position is ideal for someone with strong leadership skills, a collaborative and solutions-oriented mindset, and a drive to exceed customer service expectations. Reporting directly to the Senior Director of Customer Experience and Retail, this role is based in our Winter Park location.

Responsibilities

Supervise the day-to-day operations of the Customer Experience team, managing task assignments, tracking performance metrics, and ensuring timely, high-quality service resolutions.
Enhance and streamline systems to capture and share customer feedback, ensuring cross-functional teams can access pertinent data.
Lead and manage team performance, providing coaching, support, and feedback to maintain high service standards.
Interact with customers across social media channels using Sprout Social.
Collaborate with third-party vendors to resolve customer order issues.
Proactively identify service gaps and propose solutions to prevent negative customer experiences from recurring.
Embody the brand’s values and become an advocate for its products.
Work closely with the Fulfillment team to continuously improve customer service as it relates to product delivery.
Communicate customer feedback trends to internal teams and suggest improvements based on real-time insights.
Identify and implement strategies for process improvement to elevate the customer experience.
Participate in weekly team meetings to discuss sales, customer experiences, and product-related concerns, and develop new processes as needed.
Regularly use tools such as Zendesk, SAP Business One, ShipStation, and Shopify to address customer orders, process refunds, and handle various service requests.

Skills & Requirements

Minimum of 6 years of experience in a customer service or customer experience role.
Experience managing customer service across multiple channels, with e-commerce experience being essential.
Proven ability to deliver outstanding customer service.
At least 3 years of experience leading a customer experience team.
Familiarity with Zendesk and SAP Business One.
Ability to thrive in a dynamic, fast-paced environment.

#PCO #Retail #Wholesale

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