What are the responsibilities and job description for the Head of Customer Experience and Sales position at The Nagler Group?
Head of Customer Experience and Sales
Location: Boston, MA
Salary: $80,000–$90,000 6% bonus potential
Position Overview
The Head of Customer Experience and Sales is responsible for leading the customer care function while driving sales growth and enhancing the overall customer experience. This role oversees a team of Customer Service Representatives and works cross-functionally to develop and implement strategies that improve service quality, customer satisfaction, operational efficiency, and revenue growth.
The ideal candidate is a hands-on leader with strong customer service and call center management experience, exceptional communication skills, and a proven ability to build relationships, develop teams, and drive continuous improvement. This individual will play a key role in shaping customer experience initiatives, identifying new business opportunities, and supporting long-term company growth.
Key Responsibilities
Customer Experience & Team Leadership
- Lead, mentor, and manage the Customer Care team to ensure exceptional service and support
- Develop and implement customer care policies, procedures, and service standards
- Provide onboarding, coaching, and annual refresher training for Customer Care Representatives
- Monitor and improve customer service metrics to achieve best-in-class performance
- Handle escalated customer concerns and ensure timely resolution of issues
- Answer multiple phone lines and support order processing as needed
Sales & Business Development
- Research and develop new account opportunities and sales pipelines
- Conduct outbound sales activities including cold calling, networking, customer visits, and lead generation
- Build and maintain strong relationships with new and existing customers through proactive follow-up and communication
- Promote products with enthusiasm and in-depth product knowledge
- Respond promptly to customer requests including quotes, product inquiries, and complaints
- Identify opportunities for account growth and future business development
Operations & Cross-Functional Collaboration
- Partner with retail accounts to ensure excellent customer support and provide training as needed
- Collaborate with the E-Commerce Manager on new initiatives and customer experience strategies
- Maintain accurate client accounts, databases, and reporting systems
- Utilize ERP systems and business tools to streamline workflows and implement best practices
- Develop strong partnerships across departments to improve communication and operational success
- Play a leadership role in developing goals and strategies that support future company growth
Salary : $80,000 - $90,000