Delivery & Customer Experience Manager

Position Summary

The Delivery & Customer Experience Manager oversees the full post-sales journey for Ronbow customers, ensuring smooth coordination across delivery, installation, service, and customer support. This role owns the end-to-end delivery experience, improves communication between teams, resolves customer escalations, and drives operational excellence in the final stages of the customer lifecycle.

Key Responsibilities

1. Delivery Coordination

• Plan, schedule, and track all outbound deliveries with warehouse and logistics teams.
• Ensure accurate delivery window communication with customers and internal teams.
• Proactively address delivery issues to minimize delays or rescheduling.

2. Installation & Service Management

• Manage installation assignments, installer scheduling, and daily routing.
• Track project progress, service orders, and warranty tasks from start to completion.
• Ensure installation quality meets Ronbow standards and escalate issues when needed.
• Coordinate closely with installers and service technicians to ensure timely completion.

3. Customer Support & Experience

• Lead and manage the customer service team in handling inquiries, complaints, and follow-ups.
• Own customer escalations and provide timely, clear solutions.
• Maintain high standards of communication and professionalism across all touchpoints.
• Implement processes that improve response time, transparency, and customer satisfaction.

4. Cross-Department Coordination

• Collaborate with Production, Design, Sales, and Warehouse teams to resolve order discrepancies.
• Support Sales by clarifying delivery requirements and installation timelines for customers.
• Provide feedback loops to manufacturing and design on recurring issues or defects.

5. Process Optimization & Reporting

• Monitor key delivery and service metrics (lead time, completion rate, NPS, service cost).
• Implement SOPs for delivery, installation, and service workflows.
• Identify bottlenecks and propose improvements to enhance efficiency and customer experience.
• Prepare weekly and monthly operational reports for leadership.

Qualifications

• 3–5 years experience in delivery operations, field service management, customer experience, or after-sales service, ideally in home improvement, construction, or manufacturing.
• Strong organizational and coordination skills; able to manage multiple moving pieces.
• Excellent communication and customer-facing abilities.
• Ability to solve problems calmly and professionally under pressure.
• Experience managing installers, service teams, or field technicians (preferred).
• Comfort with CRM systems, scheduling tools, and operational reporting.

Key Attributes

• Detail-oriented and highly reliable
• Proactive problem-solver
• Strong sense of ownership and accountability
• Customer-focused with a solutions mindset
• Comfortable working cross-functionally