{"id":1117615,"url":"https://alion.io/job/turf-masters-brands-customer-experience-manager-one-two-tree","title":"Customer Experience Manager - One Two Tree","company":{"id":685424,"name":"Turf Masters Brands","domain":"turfmastersbrands.com","url":"https://alion.io/company/turfmastersbrands","size_band":null,"is_staffing_agency":false,"is_intermediary":false,"ats_vendor":"Greenhouse","truth_index":{"grade":"B","score":75,"open_postings":4,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-09-23T05:45:00Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":null,"work_mode":"on_site","remote_scope":null,"hiring_geo_confidence":"structured","locations":["Miami, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":45000,"max":52000,"currency":"USD","period":"year","gross":null,"usd_annual":52000},"salary_estimate":null,"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false}],"status":"live","first_seen_at":"2026-09-22T15:54:46Z","employer_posted_date":"2026-09-22","last_verified_at":"2026-09-23T11:16:25Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"The Customer Experience Manager is responsible for leading the efforts to improve and maintain positive relationships with customers, ensuring satisfaction, loyalty, and retention. Focused on developing the customer service teams’ skills through training and project opportunities, ensuring alignment with organizational goals. Strong emphasis on leadership and data-driven decision-making, addressing escalated customer issues and working closely with other managers to enhance overall customer satisfaction and service efficiency.\nEducation:\nBachelor’s degree in business, management, or a related field preferred; equivalent experience will be considered.\n\nExperience: \n5 years of experience in customer service, customer retention, or account management roles.\n\nMinimum 1 year experience lead role in a customer service environment.\n\nExperience in the lawn care, landscaping, or service industry is strongly preferred.\n\nProven experience in managing customer relationships and improving retention rates.\n\nExperience with CRM systems and customer service tools; proficiency in Microsoft Office Suite.\n\nSkills: \nExcellent communication, negotiation, and interpersonal skills to effectively interact with customers and internal teams.\n\nStrong problem-solving abilities and a focus on resolving customer concerns in a timely manner.\n\nAbility to build strong relationships, manage customer expectations, and demonstrate empathy and professionalism.\n\nProficiency in Microsoft Office Suite, Google Suite, and CRM systems.\n\nAbility to multitask, prioritize, and work collaboratively in a fast-paced environment.\n\nAnalytical mindset to assess customer feedback, trends, and retention metrics for continual improvement.\n\nProven leadership skills, with experience managing and developing high-performing teams.\n\nStrong understanding of customer experience metrics and best practices.\n\nA customer-centric mindset with a passion for delivering outstanding experiences.\n\nGeneral Responsibilities:\nLead and mentor customer service and retention teams, fostering a culture of service excellence and continuous improvement.\n\nMonitor customer interactions, ensure service standards are met and exceeded.\n\nAnalyze customer feedback, complaints, and satisfaction surveys to identify trends, areas for improvement, and opportunities to enhance the customer experience.\n\nDevelop and implement strategies to improve customer satisfaction, loyalty, and retention.\n\nCollaborate cross-functionally with sales, operations, and marketing teams to ensure a seamless customer journey.\n\nCreate and refine processes for handling customer inquiries, complaints, and escalations, ensuring timely and effective resolution.\n\nOversee the promotion and upselling of additional lawn care services and products, empowering teams to identify opportunities to deliver added value.\n\nAssist with managing customer experience metrics and track performance against key goals.\n\nConduct regular coaching and training sessions for customer-facing teams to improve communication, problem-solving, and upselling skills.\n\nDevelop customer loyalty programs, appreciation initiatives, and proactive outreach strategies.\n\nReport on key customer experience KPIs to senior leadership and recommend actionable solutions for improvement.\n\nSalary - $45K-$52K\nWe are committed to diversity, equity, and inclusion in the workplace and provide consideration for an employment relationship without regard to race, color, religion, sex, sexual orientation, gender expression, gender identity, genetic predisposition, national origin, ethnicity, disability, veteran status, or any other characteristic protected by federal, state, or local law.","description_format":"text","description_chars":3682,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Equity"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-09-22T17:18:45Z"}],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":15,"reasons":["conf:0","win:early","comp:junior"],"computed_at":"2026-09-23T05:45:00Z"},"pay":{"stated_usd_annual":52000,"is_top_pay":false},"html_url":"https://alion.io/job/turf-masters-brands-customer-experience-manager-one-two-tree","json_url":"https://alion.io/job/turf-masters-brands-customer-experience-manager-one-two-tree.json","meta":{"generated_at":"2026-09-23T11:52:31Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers"}}