Manager, Customer Experience (CXM)

Mitsubishi Chemical Group; Chesapeake (VA); Hybrid; USD 128,000 - 147,000; Full time

Benefits offered by this job

Competitive Benefits

Benefits begin on DAY 1!

Employee Assistance Programs

Self-Paced Learning & Development

Job summary

MCA - Alpolic is seeking a Manager, Customer Experience to lead end-to-end customer journeys and optimize service and sales support across departments. The role emphasizes data-driven improvements, cross-functional leadership, and strong customer advocacy within a manufacturing context.

The position requires 7+ years in CX-related roles, 3+ years of management, and working knowledge of SAP and CRM systems. Strategic thinking, vendor coordination, and a customer-centric mindset are essential.

Qualifications

• Bachelor’s Degree in Business Management, Marketing or a related field preferred.
• Equivalent combination of education and experience will be considered.
• 7+ years of experience in Customer Service, Sales Operations, or Customer Experience-focused roles.
• Working knowledge of SAP software, preferably for a manufacturing company.
• 3+ years management experience.

Responsibilities

• Lead, coach, and develop team members, fostering a customer-centric, high-performance culture.
• Provide calm, effective leadership in high-pressure or customer-critical situations.
• Own cross-functional execution to ensure consistent brand voice and customer-centric actions across departments.
• Manage the Customer Service department staff and serve as liaison between Customer Service, Sales, Production, and Marketing.
• Oversee order entry, shipping coordination, scheduling, and delivery communication.
• Coordinate sales and customer requests with production planning to align inventory and delivery.

Skills

Customer service principles

CRM systems

Data analysis

Leadership

Cross-functional collaboration

Microsoft Office

Education

Bachelor’s Degree in Business Management, Marketing or related field

Equivalent combination of education and experience will be considered

Tools

SAP

CRM systems

Job description

Company: MCA - Alpolic Job Description: The Manager, Customer Experience (CXM) is responsible for leading and optimizing the end-to-end customer journey, ensuring a seamless, consistent, and high-quality experience across all customer touchpoints—from initial inquiry through post-purchase support and retention. This role combines strategic customer experience leadership with hands‑on operational oversight of customer service, sales support, and customer‑facing marketing initiatives. The CXM serves as a customer advocate and cross‑functional leader, partnering closely with Sales, Marketing, Production, and external vendors to improve customer satisfaction, reduce churn, and strengthen brand loyalty. Success in this role requires proven leadership ability, strong analytical skills, operational excellence, and a customer‑centric mindset grounded in data‑driven decision‑making.

Leadership & Cross-Functional Collaboration

• Lead, coach, and develop team members, fostering a customer‑centric, high-performance culture.
• Provide calm, effective leadership in high‑pressure or customer‑critical situations.
• Partner cross‑functionally to ensure consistent brand voice and customer‑centric execution across all departments.

Customer Journey & Experience Optimization

• Analyze and map the end-to-end customer lifecycle to identify pain points, risks, and opportunities for improvement.
• Develop and execute customer experience strategies that improve CSAT, NPS, CES, and retention.
• Act as the internal voice of the customer, advocating for improvements that enhance loyalty and long‑term value.

Customer Service & Sales Support Operations

• Manage the Customer Service department staff.
• Serve as the primary liaison between Customer Service, Sales, Production, and Marketing teams.
• Order entry (domestic, export, and special orders)
• Shipping coordination, order scheduling, and delivery communication
• Color match requests and custom product inquiries
• Warranty claims, billing issues, and quality concerns
• Coordinate sales and customer requests with production planning to align inventory, scheduling, and delivery expectations.

Data, Feedback & Performance Management

• Collect, analyze, and act on customer feedback using tools such as NPS, CSAT, CES, surveys, and CRM reporting.
• Monitor trends, churn indicators, and customer behavior to drive proactive improvements.
• Maintain accurate customer data across CRM and ERP platforms (SAP, CRM systems).

Technology, Process & Continuous Improvement

• Oversee CRM, SAP, and related platforms to support customer experience, reporting, and process optimization.
• Support continuous improvement initiatives related to quality, service excellence, safety, and operational efficiency.
• Assist with budget oversight for customer experience programs and initiatives.
• Ensure compliance with company policies, ethical standards, and applicable regulations.

Qualifications

Education

• Bachelor’s Degree in Business Management, Communication, Marketing or a related field preferred
• Equivalent combination of education and experience will be considered Required
• 7+ years of experience in Customer Service, Sales Operations, or Customer Experience‑focused roles
• Working knowledge of SAP software, preferably for a manufacturing company
• 3+ years management experience

Preferred Experience

• 5-6+ years of experience in Customer Service, Sales Operations, or Customer Experience‑focused roles
• 5+ years of management
• Experience working cross-functionally with Sales, Marketing, and Operations teams

Knowledge/Experience/Skills

Strong knowledge of customer service principles and best practices Extensive experience with SAP and CRM systems Working knowledge of sales & distribution management and import/export processes Strong understanding of customer journey mapping and CX best practices. Ability to interpret customer data, feedback, and performance metrics to drive action. Proven ability to lead teams, build engagement, and develop talent. Exceptional interpersonal skills with the ability to influence across all levels of the organization Proactive, solution‑oriented approach to improving customer outcomes. Ability to manage multiple priorities, initiatives, and deadlines. Proficiency in Microsoft Office suite and customer feedback tools

Core Competencies

• Attention to Detail
• Analytical and Problem Solving
• Excellent Communication
• Self-Management
• Tech Savvy
• Detail Oriented
• Teamwork

Pay Transparency

The salary range for this position is $128,400 - $147,000. Factors such as scope and responsibilities of the position, candidate's work experience, education/training, job-related skills, internal peer equity, as well as market and business considerations may influence base pay offered. This salary will be subject to a geographic adjustment (according to a specific city and state), if an authorization is granted to work outside of the location listed in this posting.

Benefits

• Competitive Benefits
• Benefits begin on DAY 1!
• Employee Assistance Programs
• Curated Self-Paced Learning & Development Programs for all Employees