Manager, Customer Experience & Service

American-Chemistry-Coun; Falls Church (VA); On-site; USD 100,000 - 120,000; Full time

Benefits offered by this job

Medical coverage

401(k) matching

Profit sharing plan

Fitness center onsite

Yoga classes

Job summary

American-Chemistry-Coun is seeking a Customer Experience Lead to manage and oversee the CX/CS team, ensuring high performance and customer satisfaction. You will report to the Head of Innovation and Experience, CHEMTREC Counsel, and work across sales, technology, and finance to implement solutions.

The role requires a Bachelor's degree and 3+ years in CX/Design Thinking with leadership experience, plus strong CRM and data-interpretation skills.

Qualifications

• Bachelor's degree in a relevant field.
• Three years’ experience in Design Thinking and/or Customer Experience (CX) projects, with at least one year in a project leadership role.
• Ability to manage customer service teams.
• Deep knowledge of Customer Relationship Management (CRM) systems.
• Strong communication skills, both written and verbal.
• Excellent leadership and team management skills.
• Strong analytical and problem-solving abilities.
• Ability to track and interpret data to drive CX improvements.
• Proficiency in CRM systems and CX measurement tools.
• Exceptional organizational and multitasking skills.

Responsibilities

• Uses CX and Design Thinking to identify actions that drive positive customer perception and deliver demonstrable improvements in customer loyalty and growth.
• Works across Departments including sales, technology, and finance to implement both near-term and long-term solutions to customer challenges.
• Recognizes the drivers of compelling CX by tracking a portfolio of data points.
• Establishes and maintains a dynamic CX measurement system that enables both strategic and tactical decision-making.
• Updates and maintains a customer journey map, identifying pivotal moments to design and amplify both CX and brand results.
• Serves as CX lead within the Innovation & Experience Team, a task force reporting to the Chief Executive.
• Performs other duties as assigned.

Skills

CRM systems

Leadership

Design Thinking

Customer Experience (CX)

Data analysis

Communication

Organizational skills

Education

Bachelor's degree

Tools

CX measurement tools

Job description

Salary Range: $100,000.00 To $120,000.00 Annually

Position Summary

The position is responsible for managing and overseeing the customer service team, ensuring high performance and customer satisfaction. The position reports to the Head of Innovation and Experience; CHEMTREC Counsel.

Major Duties and Responsibilities

• Uses CX and Design Thinking to identify actions that drive positive customer perception and deliver demonstrable improvements in customer loyalty and growth.
• Works across Departments including sales, technology, and finance to implement both near-term and long-term solutions to customer challenges.
• Recognizes the drivers of compelling CX by tracking a portfolio of data points.
• Establishes and maintains a dynamic CX measurement system that enables both strategic and tactical decision-making.
• Updates and maintains a customer journey map, identifying pivotal moments to design and amplify both CX and brand results.
• Serves as CX lead within the Innovation & Experience Team, a task force reporting to the Chief Executive.
• Performs other duties as assigned.

Qualifications/Requirements

Required

• Bachelor's degree in a relevant field.
• Three years’ experience in Design Thinking and/or Customer Experience (CX) projects, with at least one year in a project leadership role.
• Ability to manage customer service teams.
• Deep knowledge of Customer Relationship Management (CRM) systems.
• Strong communication skills, both written and verbal.
• Excellent leadership and team management skills.
• Strong analytical and problem-solving abilities.
• Ability to track and interpret data to drive CX improvements.
• Proficiency in CRM systems and CX measurement tools.
• Exceptional organizational and multitasking skills.

Preferred

• Strong background in Customer Experience (CX) and Design Thinking, with a proven track record of both delivering changes to customer perceptions
• Experience in a call center or customer service department.

• ACC offers medical, dental, vision as well as 401(k) matching contribution up to 6% and a 6% contribution to the Profit-Sharing Plan, both vested immediately at 100%.
• Additionally, employees have access to a no cost onsite fitness center and subsidized yoga classes as well as eligibility for performance-based merit increases and discretionary bonus program.