Customer Experience Manager

JOB TITLE: MANAGER OF CUSTOMER EXCELLENCE

REPORTS TO: EVP

LOCATION: TACORI OFFICE

SALARY RANGE: $100,000 - $140,000

FLSA STATUS: EXEMPT

SCHEDULED HOURS: STANDARD BUSINESS HOURS

MAJOR FUNCTION:

As Manager of Customer Excellence, you are the steward of our client experience and the leader of the team responsible for building lifelong partnerships with our retail partners. This role is not simply about support — it is about advocacy, relationship strategy, and people leadership.

You will lead, coach, and develop a high-performing Customer Excellence team that proactively drives satisfaction, retention, growth, and operational efficiencies. You will serve as the voice of the client internally, ensuring that every interaction and initiative reinforces our commitment to partnership, responsiveness, and excellence.

This role requires a leader who is energized by developing people, elevating service standards, and turning client relationships into long-term strategic advantage.

RESPONSIBILITIES:

Client Leadership & Experience Strategy

• Champion a client-first culture that prioritizes proactive communication, partnership, and accountability.
• Establish clear service standards and ensure consistent execution across all client touchpoints.
• Partner closely with Sales, Operations, Marketing, Product and Design Studio teams to deliver a seamless end-to-end client experience.
• Proactively identify risks and opportunities, driving action plans that strengthen loyalty and revenue.

People Leadership & Team Development

• Lead, coach, and mentor a team of customer excellence team members, setting clear performance expectations and accountability measures.
• Build a culture of ownership, empathy, responsiveness, and continuous improvement.
• Proven ability to lead teams through organizational change.
• Conduct regular performance conversations, development planning, and skills training.
• Develop career paths and succession planning within the Customer Excellence organization.
• Hire, onboard, and retain top talent aligned with our client-first values.

Revenue & Performance Accountability

• Define and own key performance metrics including client satisfaction, response time, and account growth.
• Drive data-informed decision-making and continuous process optimization.
• Partner with Sales leadership on account planning and expansion strategies.
• Identify trends in client feedback and translate insights into strategic improvements.

Operational Management

• Handle customer escalations as necessary and manage issues as they arise during day-to-day operations.
• Evaluate current legacy workflows and lead the transition to modern, scalable processes and technology.
• Build, maintain, measure, and enhance operational dashboards.
• Develop and implement methods to record, assess, and analyze customer feedback.
• Develop and implement training and quality assurance programs for new hires and experienced employees.
• Identify and recommend updates and expansions to technology, equipment, and policies that may improve customer service.
• Oversee the daily workflow of the department.

ROLE-BASED COMPETENCIES:

• Extensive knowledge of best-in-class customer service procedures and principles.
• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills. Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor.
• Excellent organizational skills and attention to detail.
• Strong analytical and problem-solving skills.
• Strong supervisory and leadership skills. Ability to coach and mentor customer excellence representatives.
• Proficient with Microsoft Office Suite or related software. Navision experience preferred.

WHAT SUCCESS LOOKS LIKE:

• Clients view us as a strategic partner, not a vendor.
• The Customer Success team operates with clarity, accountability, and high engagement.
• Retention and expansion metrics consistently exceed targets.
• Cross-functional teams align seamlessly around the client experience.
• Feedback loops drive continuous improvement across the organization.

EDUCATION & EXPERIENCE:

• Minimum 8 years of management experience. Experience in a management role representing premium products/services preferred.
• A Bachelor’s degree is preferred; two-year college degree or the equivalent combination of education and experience is acceptable.
• B2B Wholesale experience highly preferred.

WORKPLACE SAFETY:

Maintain a safe and professional work environment by adhering to company policies. Ensure all departmental activities are conducted in accordance with office safety standards and report any potential workplace hazards to HR immediately.

PHYSICAL REQUIREMENTS:

• Ability to work in a standard office environment using standard office equipment.
• Regularly required to sit, stand, walk, and communicate verbally and in writing.
• Perform other reasonable job duties as requested by Leadership.