Customer Experience Manager

Elements; Denver (CO); On-site; USD 65,000 - 85,000; Full time

Benefits offered by this job

Flexible Paid Time Off

Retirement Plans

Profit Sharing

Downtown Parking

Employee Assistance Program (EAP)

Paid Family Medical Leave

Career Development and Advancement

Job summary

A leading company in design services is looking for a Customer Experience Manager to enhance client interactions and oversee customer-facing activities. The role involves leading a team, managing events, and ensuring exceptional service delivery, contributing to client satisfaction and loyalty.

Qualifications

• Minimum 3 years in customer experience or hospitality management.
• Proven leadership experience in service-oriented roles.

Responsibilities

• Deliver exceptional customer experiences and manage the Experience Center.
• Lead the Experience Team and oversee customer touchpoints.

Skills

Leadership

Communication

Project Management

Customer Experience

Education

Bachelor’s degree in Hospitality

Bachelor’s degree in Business Administration

Bachelor’s degree in Marketing

Bachelor’s degree in Communications

Tools

Microsoft Office Suite

Job description

Join to apply for the Customer Experience Manager role at Elements

Join to apply for the Customer Experience Manager role at Elements

This range is provided by Elements. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$65,000.00/yr - $85,000.00/yr

Direct message the job poster from Elements

Talent & People Ops @ Elements | Culture Champion

About us:

We are inspired Placemakers who enhance the built environment with a focus on brand and culture. Across multiple studios, Elements provides a comprehensive portfolio of products and services for the interior built environment. We combine our interiors expertise with construction capability and the collaborative, cross-functional process of human-centered design. This holistic approach to the built environment creates a seamless experience and exceptional results for our clients.

Elements Core Values:

Have a growth mindset | We before me | Better together | Be real | Deliver results

About the role:

As the Customer Experience Manager, you will play a pivotal role in shaping and enhancing the overall experience for our clients, visitors, and employees. This position is responsible for overseeing the execution of customer-facing activities, ensuring that every interaction reflects our commitment to excellence in service and hospitality. You will lead a team in creating a welcoming environment, coordinating tours, and managing events that leave a lasting impression. By fostering strong relationships and collaborating with cross-functional teams, you will drive continuous improvement and innovation in our service delivery, ultimately contributing to client satisfaction and loyalty.

What you’ll do:

• Deliver exceptional customer experiences through gracious hospitality, personalized service, and a proactive mindset.
• Lead and inspire the Experience Team, fostering a culture of accountability, excellence, and continuous improvement.
• Manage The Experience Center (showroom) operations and front-of-house environments to ensure they are consistently fresh, welcoming, and tour-ready.
• Design and implement meaningful customer touchpoints and journey experiences that drive loyalty and reflect our brand values.
• Act as the voice of the customer, gathering insights, identifying opportunities, and translating feedback into action.
• Partner cross-functionally with our studios such as Slate, an Elements Studio, and teams across the business including Sales, Facilities, and IT to ensure seamless and consistent service across all locations.
• Define and monitor KPIs to measure satisfaction, retention, and advocacy, using data to inform experience strategy.
• Oversee budgeting and resource allocation for key areas including events, hospitality, and customer touchpoints.
• Plan and execute high-impact customer tours and events, managing all logistics to ensure a flawless experience.
• Build strong relationships with internal and external stakeholders to promote collaboration, communication, and alignment.
• Serve as a brand ambassador, championing our values and setting the standard for exceptional service in every interaction.

Who you are:

• You have a minimum of 3 years of experience in customer experience, hospitality management, or a similar service-oriented leadership role.
• You hold a Bachelor’s degree in Hospitality, Business Administration, Marketing, Communications, or a related field (preferred).
• You have a strong understanding of hospitality best practices and a passion for delivering elevated, customer-first experiences.
• You possess excellent interpersonal, verbal, and written communication skills, with the ability to inspire and engage diverse teams.
• You are technologically proficient, including Microsoft Office Suite (Microsoft Excel, Microsoft PowerPoint etc.), basic A/V setup and familiarity with scheduling and inventory systems.
• You have proven leadership experience, including team development, accountability, and cross-functional collaboration.
• You’re a strategic thinker with a creative, detail-oriented, and proactive approach to problem-solving.
• You are experienced in project management, event planning, and process improvement.
• You are comfortable analyzing feedback and performance data to drive continuous improvement.
• You’re comfortable using feedback and performance data to drive continuous improvement and measure success through KPIs.
• You have proven experience supervising and developing staff; cross-functional leadership experience is a plus, and you have experience managing budgets and making thoughtful decisions about resource allocation.
• You have demonstrated success in a fast-paced, customer-centric environment.
• You maintain a polished, professional appearance and demeanor that reflects our brand and culture.

This is a full-time position and 100% in-office, Monday through Friday, weekends only as required.

Compensation:

$65,000 - $85,000 per year

• Flexible Paid Time Off
• Retirement Plans
• Profit Sharing
• Downtown Parking
• Employee Assistance Program (EAP)
• Paid Family Medical Leave
• Career Development and Advancement: We offer ongoing training, mentoring, and clear, defined paths for promotion to support your long-term career growth with us.

Physical Requirements:

This role involves a mix of active and desk-based tasks. You should be comfortable standing and walking for extended periods, using your hands for tasks like typing or handling materials, and occasionally reaching or lifting. The ability to lift up to 20 pounds (such as office supplies or event materials) may be required from time to time. Clear communication—both speaking and listening—is also an important part of the role.

EEO Statement

Workplace Elements provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service, Administrative, and Strategy/Planning

• Industries

  Design Services

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Inferred from the description for this job

Medical insurance

Vision insurance

401(k)

Paid maternity leave

Paid paternity leave

Disability insurance

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