Senior Customer Experience Leader

Nassco, Inc.; New Berlin (WI); On-site; USD 70,000 - 100,000; Full time

Job summary

Nassco seeks a Customer Experience Manager to oversee the customer experience function, drive strategic CX initiatives, and lead a team focused on delivering exceptional customer outcomes. This role emphasizes alignment with company objectives, systematized improvements, and strong collaboration with sales, marketing, and operations.

The ideal candidate will have a track record in developing CX strategies, mentoring teams, and using data to drive decisions, with a focus on customer satisfaction

Qualifications

• Bachelor's degree in Business, Marketing, Communications, or related field.
• Minimum of five years of experience in customer service or customer experience.
• At least two years of management or leadership experience.
• Demonstrated success developing and implementing customer experience strategies.

Responsibilities

• Lead, mentor, and develop the customer experience team to deliver exceptional service.
• Conduct regular 1:1 meetings and professional development plans for the team.
• Foster a collaborative, customer-focused culture within the team.
• Design structures enabling frontline staff to make decisions for customers.
• Develop and implement strategic initiatives enhancing overall customer experience.
• Collaborate with sales, marketing, and operations to align CX strategies.
• Monitor industry trends and customer feedback for opportunities.
• Assess account risk and lead mitigation efforts.
• Partner with Sales to design and deliver CX programs across touchpoints.
• Implement advanced CX strategies prioritizing satisfaction, loyalty, and retention.
• Analyze customer interactions to refine CX processes.
• Utilize data to monitor KPIs related to customer satisfaction and retention.
• Prepare and present regular reports to senior management.
• Stay informed of industry best practices and new tools in CX.

Skills

Leadership

Customer experience

Strategic planning

Cross-functional collaboration

Education

Bachelor's degree in Business/Marketing/Communications

Tools

CRM software

Job description

Nassco seeks a Customer Experience Manager to oversee the customer experience function, drive strategic CX initiatives, and lead a team focused on delivering exceptional customer outcomes. This role emphasizes alignment with company objectives, systematized improvements, and strong collaboration with sales, marketing, and operations.

The ideal candidate will have a track record in developing CX strategies, mentoring teams, and using data to drive decisions, with a focus on customer satisfaction