Customer Experience Leader — Lawn Care & Retention

ExperiGreen; Charlotte (NC); On-site; USD 65,000 - 95,000; Full time

Job summary

ExperiGreen is seeking a Customer Experience Manager in Charlotte, NC to lead the customer service and retention teams, improve satisfaction, and align actions with company goals. You will coach staff, analyze feedback, and implement programs to raise loyalty and value.

The role emphasizes cross-functional collaboration with sales and operations, developing training, managing CRM tools, and delivering measurable improvements in customer experience while upholding the company’s service standards

Qualifications

• Bachelor’s degree or equivalent experience required.
• 5+ years in customer service, retention, or account management.
• At least 1 year of lead experience in a service environment.
• Experience in lawncare/landscaping or service industries strongly preferred.
• Proven ability to manage relationships and improve retention.

Responsibilities

• Lead and mentor customer service and retention teams.
• Monitor interactions; ensure service standards.
• Analyze feedback and surveys to identify trends.
• Develop strategies to improve satisfaction, loyalty, and retention.
• Collaborate cross-functionally to enhance overall customer experience.
• Oversee upselling of lawn care services and products.
• Coach teams to improve communication and problem-solving.
• Report KPIs to leadership and propose improvements.

Skills

Excellent communication

Negotiation skills

Interpersonal skills

Problem-solving

Multitask / prioritize

Team leadership

Customer-centric mindset

Analytical mindset

Empathy and professionalism

Collaboration

Education

Bachelor’s degree in business, management, or related field

Equivalent experience considered

Tools

CRM systems

Microsoft Office Suite

Google Suite

Job description

ExperiGreen is seeking a Customer Experience Manager in Charlotte, NC to lead the customer service and retention teams, improve satisfaction, and align actions with company goals. You will coach staff, analyze feedback, and implement programs to raise loyalty and value.

The role emphasizes cross-functional collaboration with sales and operations, developing training, managing CRM tools, and delivering measurable improvements in customer experience while upholding the company’s service standards