Senior Customer Experience Lead for Retail & eCommerce

Confidential; Cleveland (OH); On-site; USD 95,000 - 130,000; Full time

Job summary

Confidential is seeking an experienced Senior Manager to lead day-to-day customer experience operations for a growing premium retail product line. You will deliver a seamless, high-quality customer journey across retail, eCommerce, and service networks while coaching a team for excellence in service delivery.

You will partner with Sales, Marketing, Product, and Operations to drive improvements, train staff, monitor CSAT and first-contact resolution, and ensure CRM/ERP data accuracy.

Qualifications

• Bachelor's degree or equivalent experience.
• 3-5 years of customer service leadership or contact center management experience.
• Background supporting retail, eCommerce, or consumer products.
• Strong leadership, coaching, and problem-solving skills.
• Excellent communication skills (written and verbal).
• Experience with CRM platforms and customer service tools.
• Familiarity with ERP and order management systems.

Responsibilities

• Lead day-to-day customer experience operations across multiple channels.
• Coach and develop a team of customer experience representatives.
• Drive performance metrics and continuous improvement initiatives.
• Partner with Sales, Marketing, Product, Operations, and Engineering.
• Support product launches with training materials, FAQs, and service processes.

Skills

People leadership

Customer experience

CRM platforms

ERP systems

Analytical thinking

Education

Bachelor's degree

Tools

CRM software

ERP systems

Job description

Confidential is seeking an experienced Senior Manager to lead day-to-day customer experience operations for a growing premium retail product line. You will deliver a seamless, high-quality customer journey across retail, eCommerce, and service networks while coaching a team for excellence in service delivery.

You will partner with Sales, Marketing, Product, and Operations to drive improvements, train staff, monitor CSAT and first-contact resolution, and ensure CRM/ERP data accuracy.