Customer Experience Manager

Why You?

You are looking for something more creative, intellectually stimulating and collaborative. You dig finding balance and can solve challenges with grace. Your process driven and committed to completing the job. You are bold, full of ideas and want to be part of a team that is hungry to win. If this sounds like you, we would like to talk.

Why Us?

Your work will be amplified as it enables other organizations to deliver great results. That is because BASK exists to be bold in the way we bring spaces and environments to life to help build cultures, reflect brands, and enrich lives. Our work creates meaningful impact because we put soul and originality into everything we do.

BASK is the premier Southern California furniture design studio and a Minority Owned Business that offers workspace consultation/planning, procurement, delivery, installation, and on-going maintenance to support our clients’ vision and goals. Serving Southern California while also offering national service capabilities, we help our customers to create innovative work environments that inspire people to excel wherever and however they work. We create environments tailored to the way you do business and that support company culture by encouraging collaboration, fostering creativity, promoting productivity, inspiring innovation, and supporting wellbeing.

Our commitment to Diversity, Equity & Inclusion across race, gender, age, religion, identity, and experience provides an environment for us to revel in and pushes our mission forward every day. We focus on inclusion and that means everyone is comfortable bringing their authentic and best self to work every day.

What You Will Do 

The Client Experience Manager, reporting to the Vice President – Client Experience, is responsible for building and maintaining strong client relationships, understanding their needs, and developing strategies to exceed their expectations. From opportunity identification through skillful implementation and close out, you’re accountable for the overall sales process. Having the acumen and ability to become a partner in our client’s business is the key to keeping customers coming back for more of what you, and only you, can provide.

While you take on the accountabilities for clearly defining and achieving success, this is a highly collaborative environment. You will work closely with internal and external teams daily. This role has a team of Designers, Customer Success Coordinators, and Project Managers that support the technical execution of a project. This team follows a defined process to ensure consistent and repeatable project execution with a level of autonomy allowing for a bespoke experience customers can BASK in!

Primary Focus Areas:

·      Attend industry events to build a strong network and stay on the leading edge of industry trends and insights.

·      Prepare annual account plans and maintain forecasts that track towards annual goals.

·      Meet or exceed annual gross profit and service mix goals; sales revenue goals to be determined annually by leadership and employee.

·      Establishes overall project scope and manages dealer/manufacturer team to ensure coordinated effort.

·      Lead in the preparation of proposals, budgets, thought starters, GBB, bids and presentations.

·      Provide clear communication and management to Designers, Project Coordinators, and Installation contractors for successful outcomes of deliverables to customers and overall customer experience.

·      Provide industry trends and relative workspace research and innovations, including technology in the workspace.

·      Provide showroom tours and demonstration of products.

·      Provides solutions by continually assessing the changing needs of the customer and design space, making appropriate decisions to correct the problem, and communicating those solutions to the customer, the operation department and design department.

·      Be the single point of contact for, and coordinates with, client and all third-party firms (A&D firm, contractor, cabling vendor, building manager, electrician, Client’s facility, IT group, movers etc).

·      Verifies on-site accessibility, field measurements, dimensions, electrical layout, and other implementation obstacles.

·      Manages project completion and close out.

Additional Skills and Attributes:

·      Outstanding communication and presentation skills, organization, and customer (internal and external) support orientation

·      Excellent leadership skills, combining a low-ego approach, competitive spirit, and ability to motivate and empower others

·      A team leader that possesses solid communication skills, including verbal, written, presentation and listening skills with demonstrated critical thinking and problem-solving skills.

·      Detail and process oriented, innovative, creative, proactive, and flexible

·      Flexibility to travel between BASK locations.

The Experience You Will Bring

·      B.A./B.S. degree

·      3-5 years’ experience working at a commercial furniture manufacturer or furniture dealer

·      3-5 years’ experience coordinating multiple stakeholders to a successful outcome, preferably in a sales or consulting role.

·      Has a strong knowledge of all aspects of furniture management, including the sales process, order preparation and management, installation, and furniture project administration.

·      Hedberg software experience is preferred.  

·      PC skills - Advanced level with MS Office Suite

Why You will Love Working for BASK

·      Competitive compensation and 401(k)

·      Career pathing

·      Collaborative and supportive culture

·      Medical, dental, and short- and long-Term Disability

·      PTO and Paid Holidays

·      Hybrid work schedule

·      Free healthy snacks and lunches

·      Annual employee and family events; impromptu celebrations and team outings

·      Quarterly company Town Halls with annual community service event

·      Company-funded annual charitable giving

Compensation

• Annual Base Salary: $85,000 - $115,000
• Commission and other Performance Bonuses