Customer Experience Manager

About 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