What are the responsibilities and job description for the Customer Experience Manager position at Central Pro Supply?
Build the Function. Elevate the Experience. Drive Growth.
Central Pro Supply is launching a brand-new Customer Experience department, and we’re looking for a hands-on leader to build it.
This is not a maintenance role. It’s a builder role.
We’re seeking someone with strong customer support or CX experience who is ready to design processes, create structure, and shape how we serve customers as we scale. This role has opportunity for growth as the department expands.
About Us
Built by the Contractor, for the Contractor
At Central Pro Supply, we’re more than just a distributor — we’re a partner dedicated to helping green industry professionals thrive. As a family-owned company with more than 60 branches across the U.S. and Canada, we deliver unmatched value through in-stock inventory, expert support, and solution-driven service.
Our culture is built on integrity, innovation, and genuine partnership. We listen to our customers, invest in our team, and take pride in making a difference — for the industry and for each other.
We’re proud of our 35 year legacy, but even more excited about the future. If you’re looking for a company that’s fast-paced, collaborative, and committed to your growth, you’re in the right place.
Join the Central team, where your success is central to our success.
Why this Role Matters
As Central continues to scale, customer experience must evolve from reactive support to proactive partnership. This role will directly impact:
- Revenue retention
- Cross-sell and expansion opportunities
- Brand reputation
- Long-term customer loyalty
This position reports directly into leadership and will help shape how Central serves customers for the next phase of growth.
What You’ll Do
- Design and implement Central’s Customer Experience strategy and roadmap
- Establish service standards, workflows, and escalation models
- Map customer journeys and reduce friction across onboarding and ongoing service
- Build feedback loops (NPS, surveys, VOC) and turn insights into action
- Define KPIs and reporting dashboards
- Partner with Sales, Operations, and Marketing to align service delivery
- Create scalable processes, SOPs, and tools to support growth
- Serve as the internal voice of the customer
What You Bring
- 5 years in Customer Experience, Customer Support, or Service Operations
- Experience improving satisfaction, retention, or operational performance
- Strong process-building and problem-solving skills
- Comfort working cross-functionally and influencing leadership
- Analytical mindset with experience tracking KPIs and performance metrics
- Builder mentality, energized by creating structure from scratch
Qualifications
- Proficient in Microsoft Office (Excel, PowerPoint, Word); strong comfort with data analysis and reporting
- Experience implementing or managing an NPS, CSAT, or Voice of Customer (VOC) program
- Hands-on experience with CRM platforms (e.g., Salesforce, HubSpot, or similar)
- Experience working with or implementing customer experience or support platform (e.g., Zendesk, Freshdesk, ServiceNow, Gainsight, or similar)
- Ability to build and interpret dashboards and customer health metrics
- Comfortable using data to identify trends, root causes, and improvement opportunities
- Experience documenting SOPs and building repeatable workflows
- Familiarity with process improvement frameworks (Lean, Six Sigma, or similar methodologies) is a plus
Education
- Bachelor’s degree in Business, Communications, Marketing, or related field preferred
- Equivalent experience in Customer Experience, Operations, or Service Leadership considered
Benefits
- Bonus Eligible
- Company Profit Share
- 401(k)
- Comprehensive Benefits Package
- Company Computer
- Some travel required