Customer Experience Manager

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

The Customer Experience Manageris responsible for leading the efforts to improve andmaintainpositive relationships with customers, ensuring satisfaction, loyalty, and retention. Focused on developing the customer service teams’ skills through training and project opportunities, ensuring alignment with organizational goals. Strong emphasis on leadership and data-driven decision-making, addressing escalated customerissuesand working closely with other managers to enhance overall customer satisfaction and service efficiency.

Education:

• Bachelor’s degree in business, management, ora relatedfield preferred; equivalent experience will be considered.

Experience:

• 5years of experience in customer service, customer retention, or account management roles.

• Minimum 1 year experienceleadrole in a customer service environment.

• Experience in thelawncare, landscaping, or service industry is strongly preferred.

• Proven experience in managing customer relationships and improving retention rates.

• Experience with CRM systems and customer service tools;proficiencyin Microsoft Office Suite.

Skills:

• Excellent communication, negotiation, and interpersonal skills to effectively interact with customers and internal teams.

• Strong problem-solving abilities and a focus on resolving customer concernsin a timely manner.

• Ability to build strong relationships, manage customer expectations, anddemonstrateempathy and professionalism.

• Proficiencyin Microsoft Office Suite, Google Suite, and CRM systems.

• Ability to multitask, prioritize, and work collaboratively in a fast-paced environment.

• Analytical mindset to assess customer feedback, trends, and retention metrics for continual improvement.

• Proven leadership skills, with experience managing and developing high-performing teams.

• Strong understanding of customerexperiencemetrics and best practices.

• A customer-centric mindset with a passion for delivering outstanding experiences.

General Responsibilities:

• Lead and mentor customer service and retention teams, fostering a culture of service excellence and continuous improvement.

• Monitor customer interactions,ensureservice standards are met and exceeded.

• Analyze customer feedback, complaints and satisfaction surveys toidentifytrends, areas for improvement, and opportunities to enhancethe customerexperience.

• Develop and implement strategies to improve customer satisfaction, loyalty and retention.

• Collaborate cross-…

• Create and refine processes for handling customer inquiries, complaints, and escalations, ensuringtimelyand effective resolution.

• Oversee the promotion and upselling ofadditionallawn care services and products, empowering teams toidentifyopportunities to deliver added value.

• Assistwith managing customer experience metrics and track performance against key goals.

• Conduct regular coaching and training sessions for customer-facing teams to improve communication, problem-solving, and upselling skills.

• Develop customer loyalty programs, appreciation initiatives, and proactive outreach strategies.

• Report on key customer experience KPIs to senior leadership and recommend actionable solutions for improvement.

We are committed to diversity, equity, and inclusion in the workplace and provide consideration for an employment relationship without regard to race, color, religion, sex, sexual orientation, gender expression, gender identity, genetic predisposition, national origin, ethnicity, disability, veteran status, or any other characteristic protected by federal, state, or local law.