Customer Experience Manager

The Customer Experience Manager is responsible for ensuring that every customer interaction with Expo Home Improvement is positive, seamless, and exceeds expectations. This role focuses on developing and implementing strategies to enhance customer satisfaction, resolve issues effectively, and drive customer loyalty. The ideal candidate has strong leadership skills, project management capability, field service process management, a customer-centric mindset, and the ability to analyze customer feedback to implement meaningful improvements.

Key Responsibilities

Customer Experience Strategy & Execution:

• Develop and implement customer experience strategies that enhance satisfaction and loyalty.
• Monitor customer interactions across all touchpoints to ensure consistency and excellence.
• Collaborate with internal departments to improve processes that directly impact the customer journey.

Customer Support & Resolution:

• Lead the customer service team in handling escalations, inquiries, and complaints in a professional and timely manner.
• Implement and oversee processes to ensure prompt resolution of customer concerns.
• Serve as a key escalation point for complex customer issues, working cross-functionally to find effective solutions.

Feedback & Continuous Improvement:

• Collect and analyze customer feedback through surveys, reviews, and direct interactions.
• Identify trends in customer satisfaction and recommend improvements to products, services, and processes.
• Establish key performance indicators (KPIs) to measure and track customer experience success.

Training & Development:

• Train and coach customer-facing and non-customer facing employees on best practices for delivering exceptional service.
• Develop materials and training sessions focused on communication, problem-solving, service process, field training, and customer engagement.
• Foster a culture of customer advocacy within the organization.

Customer Retention & Engagement:

• Drive initiatives to improve customer retention, including loyalty programs and post-project follow-ups.
• Oversee customer referral and review programs to enhance brand reputation.
• Develop strategies to turn satisfied customers into brand ambassadors.