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Customer Experience Manager

This position is on-site: San Antonio, TX

Position Summary:

The Customer Experience Manager plays a valuable role in delivering a best-in-class experience for our internal and external customers.

The Customer Experience Manager is responsible for overseeing the process of customer retention within a business.

Their duties include interacting with new, existing, and potential customers on a regular basis, directing their team on how to best help customers and implementing customer service policies and procedures to enhance customer satisfaction.

This role will serve as the internal liaison between customers and different departments within Gibraltar Building Accessories Division to support full customer engagement, product penetration and a 360-degree customer experience.


* Manage the daily operations of the customer service/inside sales department.

* Develop opportunities to improve customer experience and build customer loyalty across all customer touch points.

* The Customer Experience Manager will take personal responsibility for every order to ensure that the customer's requirements are met from time of initial order receipt until the product is delivered, invoiced and the customer is satisfied.

* Drive customer experience design to support the end-to-end experience for all channels and customer segments.

Utilize data from customer insights, KPIs and industry analysis to make data-based design decisions.

* Ensure performance standards are being met and all customers receive the best possible experience across all touch points: phone, email, social media, Live Chat, packing, shipping, and returns services.

* Interacting with customers and handling customer queries and complaints in a timely manner

* Collaborate with cross functional partners to optimize performance and address root causes of customer concerns.

* Concisely communicates required deliverables and timelines needed to secure win-win solutions.

* Setting customer service goals for team members and helping them reach those goals

* Intellectual curiosity for the markets, products, competitors, adjacent spaces, and industry partnerships that are vital to the business units.

* Builds partnerships and works collaboratively with others to meet shared objectives across organizational boundaries.

* Takes a broad view when approaching issues yet able to roll up sleeves to take care of the customer.

* Develops Customer Service Team to meet both their career goals and the organization's goals.

* Participate on cross-functional teams for key VOC projects and help guide the initiatives to achieve the desired outcomes.

* Work with the Sales Team to compile probable customer demand changes and summarize for our supply chain and operational teams.

* Manage the strategic relationship with customers and sales leaders.

* Implement efficient processes to track and manage service levels, improvement progra...

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