What are the responsibilities and job description for the Customer Experience Manager position at The McAlear Group?
This position will oversee all customer interactions to ensure a consistent and superior experience. This role leads and develops a large team of Customer Experience Representatives, providing direction, coaching, and support to deliver exceptional service at every touchpoint. The manager is responsible for designing and implementing strategies that enhance customer satisfaction, loyalty, and retention, while serving as the voice of the customer within the organization. Acting as a key partner to Sales, Operations and Leadership, this position drives continuous improvement and alignment across departments to elevate the overall customer journey.
Our company believes in the Ideal Team Player. We follow the model behaviors of Humble (quick to point out the contributions of others), Hungry (self-motivated and diligent), Smart (socially appropriate and aware), Safety-Minded (works to lower safety risks, Quality-Minded (take pride in their work) and Attendance (recognizes their presence is important).
ESSENTIAL JOB DUTIES & RESPONSIBILITIES
- Lead, coach, and develop frontline Customer Experience Representatives
- Strategic plan for expansion and long-term department growth
- Establish clear performance expectations, goals, and KPIs for individuals and the team.
- Foster a culture of accountability, continuous improvement, and customer-first mindset.
- Provide regular feedback, training, and career development opportunities.
- Ensure timely, accurate, and professional handling of customer inquiries, orders, and issues.
- Standardize processes and implement best practices to improve response time, order accuracy, and resolution rates.
- Monitor customer interactions and identify opportunities for service improvement.
- Develop, maintain and share reports analyzing customer service representatives’ performance and customer experience on a monthly, quarterly and annual basis
- Partner with cross-functional leaders to ensure the customer voice influences product, pricing, and service initiatives.
NON-ESSENTIAL JOB DUTIES & RESPONSIBILITIES:
- Participate in cross-department projects to share customer insights
- Support the creation or delivery of internal training materials outside the customer experience team
- Contribute ideas for internal process improvements that extend beyond the customer experience function
PHYSICAL DEMANDS & WORK ENVIRONMENT:
- Sitting for prolonged periods
- Lifting and carrying up to 50 pounds
- Periods of standing and walking
- Operating a computer, phone, and other office equipment
- Mental and emotional demands
COMPETENCY, KNOWLEDGE, SKILLS & ABILITIES:
- Strong relationship-building and interpersonal skills
- Excellent communication and negotiation abilities.
- Team leadership skills and training
- Customer Relations management
- Administrative proficiency
- Strategic thinking and long-term planning
- Deep understanding of customer needs and the industry
- Problem solving and creative solution development.
- Able to handle fast paced environment.
EDUCATION:
- Bachelor’s degree I Business Administration, Marketing, Communications or related Field
Experience:
- 5 years in customer service, inside sales, or customer experience roles
- 2-3 years in a leadership or supervisory position managing front-line teams
- Experience with CRM platforms (Salesforce, Microsoft Dynamic, or similar)
- Strong background in analyzing customer feedback and implementing action plans
- Experience leading cross-functional projects or collaborating with sales and operations teams
- Proven track record of improving customer satisfaction and operational efficiencies
ADDITIONAL INFORMATION:
- Travel involving driving and flying may be necessary.
The McAlear Group offers a full range of benefits for eligible employee including 401k, health and life insurance, Employee Assistance Program (EAP), disability coverage, and PTO.
