Manager, Customer Experience

Brobston Group; City of White Plains (NY); On-site; USD 90,000 - 130,000; Full time

Job summary

Brobston Group in New York is seeking a Customer Experience Manager to lead client relationship, retention, and activation strategies at the store level, overseeing brand events and community engagement in collaboration with store leadership.

You will plan store events, coordinate calendars with partners and brands, and monitor KPIs to adjust strategies while traveling as needed and embracing a flexible schedule.

Qualifications

• At least 4 years of relevant experience.
• Experience building, leading, motivating, and coaching teams.
• Ability to analyze data and determine relevant actions, and experience presenting to executive audiences.
• Availability for a flexible schedule that may include evenings, weekends, and holidays; travel may be required.

Responsibilities

• Plan and execute store events, including scheduling, budgeting, communications, production, and performance reporting.
• Coordinate seasonal event calendars and strategies with store teams, corporate partners, merchants, and brands.
• Build relationships with clients, community organizations, philanthropic groups, media, and corporate partners.
• Monitor client relationship KPIs and customer performance, and adjust strategies to support store and client targets.
• Partner with store leadership on client development initiatives and opportunities to deepen relationships with top clients.

Skills

Data analysis

Executive communication

Team coaching

Client relationship management

Tools

Google Suite

Tableau

CONNECT

InDesign

Job description

Summary

The Customer Experience Manager leads client relationship, retention, and activation strategies at the store level. This role oversees brand events and community engagement while partnering with store leadership to support customer and business goals.

Responsibilities

• Plan and execute store events, including scheduling, budgeting, communications, production, and performance reporting.
• Coordinate seasonal event calendars and strategies with store teams, corporate partners, merchants, and brands.
• Build relationships with clients, community organizations, philanthropic groups, media, and corporate partners.
• Monitor client relationship KPIs and customer performance, and adjust strategies to support store and client targets.
• Partner with store leadership on client development initiatives and opportunities to deepen relationships with top clients.

Requirements

• At least 4 years of relevant experience.
• Experience building, leading, motivating, and coaching teams.
• Ability to analyze data and determine relevant actions, and experience presenting to executive audiences.
• Proficiency with social media, Google Suite, Tableau, CONNECT, and InDesign.
• Availability for a flexible schedule that may include evenings, weekends, and holidays; travel may be required.