Customer Experience Manager

Job Title

Customer Experience Manager

Status

Full Time - Exempt

Reports To

CEO

Pay Rate

Base Incentive

Schedule

8:00 AM – 5:00 PM M-F

Location

San Antonio, TX

At Natura, we put People first. We are the leader in interior horticultural design, installation, and maintenance, with large divisions in exterior and holiday design, servicing all major markets in Texas and Florida. Through Faith and a culture of constant Learning, we take on complete Ownership of every project we create, and it shows in the Quality of our work. Since 1983, our mission of creating environments where people thrive has always been our number one priority. We are the leaders in enhancing built environments and are excited to be growing our team.

Core Values:

• People – Place others’ needs first, respect everyone
• Ownership - Own it and do it right; when in doubt, shout it out
• Faith – Honor God in all things
• Learning – Take initiative; keep learning
• Quality – Nothing less than the best

Summary/Objective:

The Customer Experience Manager (CXM) owns Natura’s end-to-end customer experience, ensuring every interaction reflects the Natura Way and our mission of Creating Environments Where People Thrive. This role leads the Care Desk, sets service standards, and partners cross-functionally to deliver consistent, high-quality experiences across all branches.

The CXM is both strategic and operational, analyzing the customer journey to identify opportunities for improvement while driving proactive communication, customer satisfaction, retention, and long-term advocacy.

Essential Functions

Customer Experience Leadership

• Lead and develop Care Desk operations, ensuring prompt, professional, and proactive service.
• Set and monitor service standards for response time, follow-up, and communication quality.
• Coach team members to deliver service aligned with Natura’s Core Values.
• Serve as the escalation point for high-priority customer issues, ensuring swift and consistent resolution.

Customer Experience Strategy

• Design and implement customer experience strategies that strengthen relationships and retention.
• Analyze customer feedback, surveys, reviews, and retention metrics to identify trends.
• Develop proactive engagement strategies that improve loyalty and advocacy.
• Serve as the voice of the customer across leadership discussions and initiatives.

Operational Excellence

• Establish and track KPIs for customer satisfaction, retention, and Care Desk performance.
• Manage CRM (HubSpot) data integrity related to service interactions and escalations.
• Oversee COI requests and ensure consistent, timely fulfillment.
• Standardize processes, documentation, and training across all branches.

Cross-Functional Collaboration

• Partner with Branch Managers, Account Executives, and Operations to align on service expectations.
• Collaborate with Marketing to share customer success stories and feedback trends.
• Support continuous improvement initiatives tied to service delivery and customer outcomes.

Qualifications

• 5 years in customer experience, client relations, or account management (service industry preferred).
• Proven success in improving customer satisfaction and retention.
• Strong understanding of CRM systems (HubSpot preferred) and customer journey mapping.
• Excellent communication, analytical, and relationship-building skills.
• Demonstrated ability to lead teams, manage escalations, and influence cross-functionally.

Core Competencies

• People: Builds trust through empathy, authenticity, and care.
• Ownership: Takes initiative and accountability for customer outcomes and executive duties.
• Faith: Leads with optimism, integrity, and humility.
• Learning: Seeks feedback and continuously improves the customer experience and internal processes.
• Quality: Demonstrates precision, organization, and professionalism in all tasks, data, and communications.

Other Duties

This job description is not intended to cover or contain a comprehensive list of responsibilities or activities. Duties may change at any time with or without notice.