Client Experience Lead & Performance Coach

Chérie Amour Inc.; Pullman (WA); On-site; USD 65,000 - 95,000; Full time

Benefits offered by this job

Medical insurance

401(k)

Paid time off

Leadership training

Career development

Job summary

Cherie Amour Inc. is seeking a hands-on Customer Service Manager in Pullman, WA to lead the Client Experience team, coach talent, and drive performance. You will work from the front, developing high-performing professionals and ensuring every client interaction reflects the Cherie Amour brand.

Role focuses on coaching with empathy, accountability, and growth, building a culture that delivers exceptional client experiences and measurable results.

Qualifications

• 3+ years in customer service, client experience, or hospitality leadership.
• Experience coaching and developing a customer-facing team.
• Strong communication and interpersonal skills with coaching ability.
• Familiarity with KPIs and performance improvement initiatives.
• Proficiency with CRM systems and customer communication platforms preferred.

Responsibilities

• Lead, coach, and develop the Client Experience team through daily mentorship and accountability.
• Handle client conversations alongside the team and set service standards.
• Establish team goals and KPIs, monitor results, and drive continuous improvement.
• Conduct regular coaching sessions on communication, professionalism, and conversion performance.
• Foster a high-energy culture built on teamwork, ownership, and development.
• Ensure elevated, personalized client experiences from first contact through booking.
• Mentor team members in client psychology, relationship-building, and effective communication.
• Identify future leaders and support their professional growth.
• Monitor workflows and collaborate with leadership to improve processes and operational effectiveness.

Skills

Coaching

Team leadership

Customer service

Communication

Performance metrics

Job description

Cherie Amour Inc. is seeking a hands-on Customer Service Manager in Pullman, WA to lead the Client Experience team, coach talent, and drive performance. You will work from the front, developing high-performing professionals and ensuring every client interaction reflects the Cherie Amour brand.

Role focuses on coaching with empathy, accountability, and growth, building a culture that delivers exceptional client experiences and measurable results.