What are the responsibilities and job description for the Customer Experience & Growth Lead position at Ideal Images?
About the Role
The Customer Experience & Growth Lead owns the transition and ongoing relationship for customers coming over from Image Market brands. This person is the first point of contact for order intake, the driving force behind proactive retention and growth outreach, and the connective tissue between customers, our Customer Service team, and our Sales team. This is an individual contributor role with significant ownership over customer relationships and business growth.
Key Responsibilities
- Customer experience – Enter and manage Image Market brand orders in the Facilis system, ensuring accuracy from the start. Respond and resolve all Image Market customer questions (phone, email and chat). Ensure all orders are delivered on time and to customer expectations.
- Retention & growth outreach — Proactively manage and execute outreach to existing customers to strengthen relationships, retain accounts, and grow business.
- Customer transition — Manage the migration of existing customers to the new site, including locating and uploading past artwork and building complete, accurate online profiles.
- Customer Service liaison — Serve as the liaison between customers and the Customer Service team, warm-transferring established customers for in-production orders or store support.
- Sales liaison — Serve as the liaison to the Sales team; identify school store and other growth opportunities within the existing customer base, and hand off qualified leads to Sales for outreach and lead management.
- Leadership communication — Report friction points and improvement opportunities to leadership, recommending process and procedure enhancements that elevate the customer experience.
- Relationship building — Build genuine relationships with past and new customers by leading with curiosity, customer-centric service, and a consultative sales mindset.
What You Bring
- Detail-oriented and highly organized, with the ability to manage multiple customer accounts and priorities at once
- Self-starter who takes ownership and moves work forward without waiting to be asked
- Responsive and reliable — customers and teammates can count on quick follow-through
- Strong multitasker who stays composed juggling intake, outreach, and store builds simultaneously
- Natural collaborator and team player who thrives in a solutions-focused environment
- Comfortable with a consultative, relationship-first approach to sales and service
- Experience with order management or production systems (Facilis experience a plus)
- Background in promotional products, apparel, school programs, or a related customer-facing/account management role preferred
Success in This Role
In your first year, you'll:
- Build trusted relationships with assigned customer accounts.
- Ensure customers have a smooth transition to the new website/order platform.
- Maintain high customer satisfaction through responsive communication.
- Identify qualified growth opportunities for the Sales team.
- Help improve customer retention while creating a seamless experience between Sales, Customer Service, and Production.