Customer Experience Manager

Description

At Nassco, We Are Passionate About The Customer Experience. This Core Value isn't just word on a poster, it's how we listen to understand our customers' needs, do what is best for them always, and exceed their expectations.

We've developed this new role to oversee the customer service function, drive strategic initiatives, and ensure the highest levels of customer satisfaction. This leader will model Nassco's Core Values every day, creating an environment where people thrive, productivity grows, and exceptional customer experiences are delivered. The Customer Experience Manager leads and develops the customer experience team, implements customer-focused strategies, and fosters a culture of collaboration, continuous improvement, and service excellence.

What You'll Be Doing

Team Leadership and Development:

• Lead, mentor, and develop the customer experience team to ensure they are equipped with the necessary skills and knowledge to deliver exceptional service.
• Conduct regular 1:1 meetings to provide feedback and implement professional development plans to enhance team capabilities.
• Foster a collaborative and customer-focused culture within the team.
• Design a structure to enable front line staff to make decisions and implement solutions for customers.

Strategic Planning and Execution:

• Develop and implement strategic initiatives that enhance the overall customer experience and align with company objectives.
• Collaborate with cross-functional teams, including sales, marketing, and operations, to integrate customer experience strategies across the organization.
• Monitor industry trends and customer feedback to identify opportunities for innovation and improvement.
• Assess account risk and lead mitigation efforts.

Customer Experience Management:

• Partner with our Sales Team on the design and delivery of customer experience programs, ensuring that all touchpoints meet or exceed customer expectations.
• Implement advanced customer service strategies that prioritize customer satisfaction, loyalty, and retention.
• Analyze customer interactions and feedback to continuously refine and improve customer experience processes.

Data Analysis and Reporting:

• Utilize customer data and analytics to monitor key performance indicators (KPIs) related to customer satisfaction, retention, and overall experience.
• Prepare and present regular reports to senior management, highlighting trends, successes, and areas for improvement.
• Use insights from data analysis to inform strategic decisions and drive continuous improvement initiatives.

Cross-Functional Collaboration:

• Work closely with the Director of Purchasing & Customer Experience to align customer experience strategies with purchasing and overall business objectives.
• Coordinate with the marketing, logistics, service and sales teams to ensure that customer feedback is integrated into product offerings and marketing campaigns.
• Serve as the voice of the customer within the organization, advocating for changes that enhance the customer experience.

Customer Feedback and Continuous Improvement:

• Establish and maintain systems for gathering, analyzing, and responding to customer feedback.
• Implement continuous improvement initiatives based on customer feedback, aiming to exceed customer expectations at every touchpoint.
• Develop and oversee customer satisfaction surveys, focus groups, and other feedback mechanisms to gather actionable insights.

Project Management:

• Lead customer experience-related projects from conception through execution, ensuring timely delivery and alignment with strategic goals.
• Manage resources, budgets, and timelines effectively to achieve project objectives.
• Coordinate with internal and external stakeholders to ensure successful project outcomes.

Customer Advocacy:

• Act as a key advocate for customers, ensuring their needs and expectations are prioritized in company decisions.
• Handle escalated customer issues with sensitivity and efficiency, ensuring resolutions that align with the company’s customer-centric values.
• Develop and promote customer loyalty programs that enhance customer retention and satisfaction.

Innovation and Best Practices:

• Stay informed of, and apply, industry best practices, emerging trends, and technological advancements in customer experience management.
• Identify and implement new tools, technologies, and methodologies that improve the customer experience and efficiency of the team.
• Encourage a culture of innovation within the customer experience team, promoting creative solutions to enhance customer interactions.

Requirements

Qualifications

• Bachelor's degree in Business, Marketing, Communications, or a related field.
• Minimum of five (5) years of experience in customer service, customer experience, or a related field.
• At least two (2) years of management or leadership experience.
• Demonstrated success developing and implementing customer experience strategies.

Preferred Qualifications

• Experience in distribution, logistics, supply chain, or related industries.
• Strong leadership and coaching abilities with a passion for developing teams.
• Excellent communication and relationship-building skills.
• Analytical mindset with the ability to translate data into actionable business improvements.
• Experience using CRM and customer experience management tools.
• Strong problem-solving, organizational, and project management skills.
• Customer-centric approach with a passion for delivering outstanding service.

About Nassco Founded in Milwaukee in 1955, Nassco is a third-generation, family-owned company specializing in packaging automation and janitorial solutions. With four Midwest locations, 350,000+ sq. ft. of distribution space, and our own delivery fleet, we serve customers quickly and reliably across the region.

Nassco is an Equal Opportunity and Affirmative Action Employer and does not discriminate based on any protected status under applicable law.