Customer Experience Manager - Residential

Description

Who We Are

As a family-owned company, PALECEK values integrity, loyalty, and strong partnerships. We are driven to improve, innovate, and inspire. We bring our personal best to every aspect of our business, from our design and craft to our internal teamwork and customer service. We are passionate about creativity and believe that beautiful spaces enhance the quality of life.

Summary

The Customer Experience (CX) Manager will be on-site and front-facing, providing hands-on leadership and strategic guidance to a team of Customer Experience Account Managers. With a focus on within the trade (B2B) customers, this role provides high touch service to business clients instead of direct to consumers.

This role requires a confident and inspiring leader who leads by example, sets high standards for service, professionalism, and performance, and motivates the team to consistently achieve results. The ideal candidate is both people-focused and results-driven, with a proven ability to develop team members, foster growth, and ensure organizational goals are consistently met. The CX Manager will establish clear expectations, monitor team performance, provide coaching and feedback, and drive accountability, all while cultivating a supportive, solution-oriented, and high-performing team culture.

Description

• Lead and mentor a team of Customer Experience Account Managers to consistently meet or exceed performance, quality, and service goals
• Set clear expectations, provide regular feedback, and ensure accountability through coaching and performance evaluations
• Motivate, train, and develop team members to perform at their highest potential while fostering a culture of excellence, collaboration, and alignment with company values
• Oversee daily operations, including team scheduling, workload distribution, and adherence to established processes and procedures
• Develop open and consistent communication with customers within the trade, fostering collaboration, transparency, and responsiveness to strengthen long-term partnerships and elevate the customer experience.
• Engage directly with customers via email, phone, and virtual platforms, providing support and ownership of escalations or complex service issues
• Monitor and assess team communications to ensure a consistently high level of customer experience
• Collaborate with senior leadership to develop and implement process improvements that enhance efficiency and strengthen team performance
• Create and maintain internal knowledge resources such as Standard Operating Procedures (SOPs), templates, and training documentation
• Communicate effectively across departments, including Sales, Operations, and Logistics, to support customer needs and drive continuous improvement
• Perform other related duties as assigned

Key Qualifications

• Minimum of 5 years of experience in customer service/experience supervisory or management role required
• Proven ability to lead, coach, and hold a team accountable to defined performance standards
• Strong leadership presence with a focus on team development, structure, and consistent follow-through
• Excellent problem-solving, decision-making, and interpersonal skills
• Experience with NetSuite preferred; familiarity with AS400 or similar ERP systems a plus
• Exceptional communication skills, both written and verbal, with attention to tone and professionalism
• Proficient in Microsoft Office Suite
• Furniture industry experience a plus

Physical Requirements

• Operate in a professional office environment
• Moderate noise i.e. business office with computers, phone, printers and light traffic
• Prolonged periods of sitting at a desk and working on a computer
• Regularly required to stand, sit, talk, hear, and use hands and fingers to operate a computer

Pay & Benefits

• Pay range: $100,000.00 - $120,000.00 per year
• Competitive Paid Time Off
• A flexible health plan offering medical, dental, and vision benefits.
• Health Care and Dependent Care Flexible Spending Accounts
• Health Savings Account
• 401(k) Savings Plan
• Profit Sharing Benefits
• Generous Employee Discount

Qualifications

Salary : $100,000 - $120,000