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About the Role

Nassco is seeking a Customer Experience Manager 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, creating an environment where people thrive, productivity grows, and exceptional customer experiences are delivered. The role involves leading and developing the customer experience team, implementing customer-focused strategies, and fostering a culture of collaboration, continuous improvement, and service excellence.

Responsibilities

Lead, mentor, and develop the customer experience team.
Conduct regular 1:1 meetings to provide feedback and implement professional development plans.
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.
Develop and implement strategic initiatives that enhance the overall customer experience and align with company objectives.
Collaborate with cross-functional teams 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.
Partner with the Sales Team on the design and delivery of customer experience programs.
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.
Utilize customer data and analytics to monitor key performance indicators (KPIs).
Prepare and present regular reports to senior management.
Use insights from data analysis to inform strategic decisions and drive continuous improvement initiatives.
Work closely with the Director of Purchasing & Customer Experience to align strategies.
Coordinate with marketing, logistics, service and sales teams to ensure customer feedback is integrated.
Serve as the voice of the customer within the organization.
Establish and maintain systems for gathering, analyzing, and responding to customer feedback.
Implement continuous improvement initiatives based on customer feedback.
Develop and oversee customer satisfaction surveys, focus groups, and other feedback mechanisms.
Lead customer experience-related projects from conception through execution.
Manage resources, budgets, and timelines effectively for projects.
Coordinate with internal and external stakeholders to ensure successful project outcomes.
Act as a key advocate for customers, ensuring their needs and expectations are prioritized.
Handle escalated customer issues with sensitivity and efficiency.
Develop and promote customer loyalty programs.
Stay informed of, and apply, industry best practices, emerging trends, and technological advancements.
Identify and implement new tools, technologies, and methodologies that improve the customer experience.
Encourage a culture of innovation within the customer experience team.

Requirements

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.
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.

Skills

Customer Service
Customer Experience
Team Leadership
Mentoring
Professional Development
Strategic Planning
Cross-functional Collaboration
Data Analysis
Reporting
Project Management
Customer Advocacy
Problem-Solving
Organizational Skills
CRM
Customer Experience Management Tools

Location

Nassco

Work Type

Full-time

Experience Level

5+ years in customer service/experience
2+ years in management/leadership

Education Level

Bachelor's degree in Business, Marketing, Communications, or related field

About the Company

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.