Customer Experience Manager
Posted 2 months ago Expired
This job has expired
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Upload Your ResumeAbout This Role
This role is a pivotal Customer and Sales Manager position focused on leading customer experience and outbound sales for a luxury artisan food and beverage client. The manager will ensure premium service, drive business growth, and foster long-lasting client relationships.
Responsibilities
- Oversee and foster day-to-day performance of the Customer Care team to deliver exceptional service standards
- Drive initiatives to improve customer satisfaction metrics, resolve escalated issues, and enhance overall responsiveness
- Develop and implement training programs to elevate team capabilities and service quality
- Collaborate cross-functionally with retail, e-commerce, and production teams to maintain a seamless customer journey
- Support and execute outbound sales campaigns, cultivating new accounts and nurturing existing relationships
- Identify opportunities for process improvements through data analysis and technology integrations, including NetSuite and other systems
- Generate reports and dashboards to monitor service performance and customer feedback trends
- Manage order processing, prepare quotations, and respond promptly to customer inquiries with professionalism and enthusiasm
- Build rapport with clients through personalized follow-up, proactive communication, and a refined understanding of the brand’s high-end product offerings
Requirements
- Bachelor’s degree
- 5+ years of experience in customer experience, client services, or sales, preferably in a high-end retail or hospitality environment
- Proven leadership experience in supervising or managing a team
- Exceptional customer service skills with an emphasis on relationship building
- Skilled in outbound sales, account development, and order management
- Proficient in Microsoft Office
- Excellent written and verbal communication abilities
- Strong organizational skills, with the ability to multitask in a fast-paced setting
- Demonstrated ability to analyze data, identify trends, and implement strategic improvements
- Reliable transportation and ability to travel occasionally to the company’s factory in NH
- Comfortable working full-time onsite in Boston and participating in seasonal and peak period hours
Qualifications
- Bachelor’s degree
- 5+ years of experience in customer experience, client services, or sales
Nice to Have
- Familiarity with NetSuite and Shopify
Skills
* Required skills
About The Hollister Group
Our client, in the luxury artisan food and beverage space, is seeking a dynamic Customer and Sales Manager to lead their customer experience and outbound sales efforts in their Boston location.