Customer Experience Manager

Job Title: Customer Experience Manager

Location: Cranford, NJ / East Windsor, NJ

Department: Customer Service / Operations

Reports To: Customer Operations Director

FLSA Status: Exempt

Effective Date: April 2026

The Impact You’ll Make

The Customer Experience Manager plays a critical role in transforming the customer service function into a consistent, high-quality, and data-driven operation. This role drives the evolution from traditional customer service to a seamless, world-class customer experience that strengthens loyalty and builds long-term brand advocacy across both B2B and retail channels.

You will lead the development of structured processes, elevate service standards, and introduce innovative solutions—including AI and automation—to improve efficiency, responsiveness, and overall customer satisfaction. This role directly impacts operational performance during peak seasons and supports cross-functional growth initiatives during off-peak periods.

What You’ll Do

Customer Experience Strategy & Operations

●      Design and execute a comprehensive CX strategy that aligns with our operational goals and elevates our brand presence in the market.

●      Own and improve the end-to-end customer experience across all service touchpoints, employing automation, AI and integrated applications to drive efficiency.

●      Identify root causes of customer dissatisfaction and actionable recommendations, creating a feedback loop for Sales, Marketing and Operations.

●      Establish clear service standards, workflows, and escalation paths..

●      Partner with Operations, Sales, and Marketing to resolve recurring customer issues.

●      Ensure consumer and wholesale orders, shipping, and inventory queries are handled with precision during peak holiday volume.

●      Develop and monitor core KPIs, regularly reporting performance while executing continuous improvement initiatives.

Team Leadership & Development

●      Lead, coach, and develop Customer Service team members.

●      Set clear performance expectations and hold team accountable to service KPIs.

●      Provide regular feedback, coaching, and performance management.

●      Identify skill gaps and coordinate training to improve service quality.

●      Scale the team efficiently, managing temporary or seasonal staff effectively during the high-volume Q3 and Q4 order surges.

Process Improvement & AI Integration

●      Evaluate and manage the CX tech stack (CRM, Help Desk software, Automation) to improve efficiency and data visibility.

●      Create and maintain SOPs, playbooks, and service guidelines.

●      Improve response times, resolution rates, and customer communication standards.

●      Leverage tools, including AI, and systems to streamline service delivery.

●      Investigate and pilot AI integrations across the company, exploring how artificial intelligence can optimize demand forecasting, automate routine B2B customer inquiries, and improve overall departmental data processing.

Customer Feedback & Insights

●      Track and report on customer experience metrics (CSAT, response time, resolution time, complaints, trends).

●      Analyze feedback, complaints, and service data to drive continuous improvement.

●      Present insights and recommendations to leadership.

●      Transform qualitative wholesale customer feedback into quantitative data sets to inform product quality enhancements for the next manufacturing cycle.

Escalation Management

●      Serve as a point of escalation for complex or high-impact customer issues.

●      Ensure escalations are resolved quickly, professionally, and thoroughly.

●      Follow up on escalations to prevent repeat issues.

Off-Season Strategic Support

●      Pivot focus during the slower season to actively assist the Operations and Marketing departments in preparing for the upcoming peak season.

●      Utilize customer experience data and statements to assist with product improvements, line extensions, add-on products, product instructions, and new innovations.

What You’ll Bring

Required Qualifications

• Proven experience in customer service, customer experience, or support leadership
• Strong problem-solving and process improvement mindset
• Ability to lead, coach, and hold teams accountable
• Excellent written and verbal communication skills
• Ability to thrive in a fast-paced, evolving environment
• Experience implementing or evaluating AI and automation tools
• Flexibility to manage shifting priorities between peak and off-peak seasons

Preferred Qualifications

• Experience leading customer service transformation or turnaround initiatives
• Strong knowledge of customer service metrics and reporting
• Experience working cross-functionally to improve customer outcomes
• Background in wholesale, seasonal business models, or B2B environments
• Experience supporting marketing, branding, or content development initiatives

How You’ll Measure Success

• Measurable improvement in customer satisfaction (CSAT) and service KPIs
• Reduction in response times and resolution times
• Decrease in repeat complaints and escalations
• Establishment and adoption of clear, consistent service standards
• Improved team performance, engagement, and accountability
• Successful implementation of AI tools that increase efficiency and data accuracy
• Strong cross-functional impact, particularly in marketing and product innovation during off-season

Why You’ll Love It Here

You get to work with brands that are making it easy for anyone to transform the places and spaces where people come together to celebrate holidays, seasonal events and meaningful moments. You make a little piece of magic attainable – sparking joy, connection and happy memories for millions of families. Our team culture is a reflection of that spirt and rooted in our values of integrity, quality, respect, collaborative agility, leadership and an expansive and inclusive definition of family. We focus on executing with excellence, achieving our vision for growth and most importantly, helping our people reach their full potential -- and we enjoy doing it! You’ll find a flexible work environment, transparency, true collaboration – and the opportunity to make a big impact. Benefits include medical, dental, vision, 401K with an industry-leading match program, summer hours, employee discounts and much more.

Who We Are

Together, National Tree Company (NTC) and Scentsicles are leaders in seasonal décor and scenting.  With a 60-year heritage in the US, NTC is a family-founded business with roots three generations deep, but that hasn’t stopped it from continuously modernizing, innovating and maintaining a dominant online market share. NTC is unrivaled at offering the best quality at any price point because we believe everyone deserves a beautiful and transformative setting to make memories with the people they love. Scentsicles pioneered scented ornaments in 2005, growing from a unique Christmas idea to a global seasonal brand that is known for real, fresh-cut scent that evokes happy memories. With unique products that scent stronger, last longer and make fragrance safe, simple and sustainable, Scentsicles enjoys a loyal and growing customer base.

Important to Note

·       This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

·       Prolonged periods of sitting at a desk and working on a computer may be required.

·       National Tree Company is committed to a diverse and inclusive workplace. The Company is an equal opportunity employer and does not discriminate based on race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request accommodation, please email us at hr@nationaltree.com.