Customer Experience Manager

THOROUGHBRED EXPRESS AUTO WASH

Customer Experience Manager

Job Description

Reports To: CEO

Department: Operations

Position Summary

The Customer Experience Manager is responsible for protecting and enhancing the customer experience across every Thoroughbred Express location. This role serves as the company's advocate for customer satisfaction, safety, brand presentation, and service consistency by overseeing online reputation management, complaint resolution, incident investigations, customer experience audits, site signage standards, community events, and continuous improvement initiatives. Working closely with Site Managers, District Managers, Marketing, and Operations, this position identifies trends, develops solutions, and ensures every customer interaction reflects the high standards of the Thoroughbred Express brand.

Customer Reputation Management

• Own and manage the company's online reputation across Google, Facebook, and other customer-facing platforms.
• Respond professionally and promptly to all positive and negative reviews and social media comments.
• Maintain a consistent Thoroughbred Express brand voice.
• Escalate operational concerns requiring management attention.
  
  

Customer Complaint Resolution

• Receive, investigate, and resolve customer complaints.
• Partner with Site Managers and District Managers to determine root causes.
• Communicate directly with customers throughout the resolution process.
• Ensure every concern is fully resolved and customers feel heard.
• Track recurring concerns and recommend operational improvements.
  
  

Incident Management & Claims

• Manage all vehicle damage claims and customer incident reports.
• Review inspection arch photos, video footage, manager statements, and supporting documentation.
• Conduct fair, consistent, and thorough investigations.
• Determine claim disposition and prepare approval or denial communications.
• Identify trends indicating equipment, training, policy, or operational concerns.
  
  

Customer Safety

• Serve as the corporate ambassador for customer safety.
• Evaluate customer-facing safety risks and recommend improvements.
• Partner with Operations on policies, procedures, and training that reduce preventable incidents.
• Monitor safety trends and communicate findings to leadership.
  
  

Site Experience & Brand Standards

• Conduct routine in-person customer experience audits at every location.
• Evaluate each property from the customer's perspective.
• Ensure all customer-facing signage is clean, accurate, visible, current, and properly positioned.
• Verify pricing boards, menu boards, directional signage, safety signs, instructional signs, and promotional materials are consistent across all locations.
• Audit curb appeal, landscaping, lighting, cleanliness, parking flow, and overall first impressions.
• Work with District Managers to correct deficiencies and verify completion.
• Develop and maintain a standardized Customer Experience Audit Scorecard.
  
  

Events & Community Engagement

• Coordinate and assist with grand openings, customer appreciation events, ribbon cuttings, and community events.
• Partner with Marketing and Operations to ensure successful event execution.
• Represent Thoroughbred Express professionally within the communities served.
• Evaluate event success and recommend improvements.
  
  

Operational Improvement & Reporting

• Analyze customer feedback, reviews, complaints, incidents, and audit findings for trends.
• Prepare reports and recommendations for executive leadership.
• Drive continuous improvement initiatives focused on customer experience.
• Collaborate across departments to improve service consistency.
  
  

Key Performance Indicators

• Google review response time
• Average Google rating
• Facebook response time
• Customer complaint resolution time
• Customer follow-up completion rate
• Incident investigation turnaround time
• Reduction in repeat complaints and preventable incidents
• Customer Experience Audit scores
• Signage compliance
• Grand opening and event execution quality
  
  

Qualifications

• Excellent written and verbal communication skills.
• Strong investigative and analytical abilities.
• Ability to manage multiple priorities independently.
• Comfortable working in both office and field environments.
• Professional conflict resolution and customer service skills.
• Willingness to travel regularly between company locations.
  
  

Core Competencies

• Leadership
• Customer Service
• Communication
• Attention to Detail
• Problem Solving
• Operational Awareness
• Safety Mindset
• Professionalism
• Organization
• Continuous Improvement
  
  

Mission

We strive to provide an unparalleled service experience while leaving lasting contributions to the communities we serve.

Summary

The Customer Experience Manager owns the customer journey from the moment a guest enters a Thoroughbred Express property until well after they leave. This position ensures our locations deliver a consistent, safe, welcoming, and memorable experience while strengthening the company's reputation and driving continuous operational improvement.