Customer Experience Manager

Description

Summary

The Customer Experience Manager is a pivotal role responsible for shaping and enhancing the end-to-end customer journey. This individual will serve as the voice of the customer within the organization, driving a customer-centric culture and implementing strategies to improve satisfaction, loyalty, and retention. A critical component of this role is acting as the primary point of contact for high-level, executive-escalated customer issues, ensuring timely and effective resolution and providing clear, concise summaries to senior leadership.

Key Responsibilities

Customer Experience Strategy & Management:

• Develop, implement, and manage a comprehensive customer experience strategy across all touchpoints (e.g., sales, support, marketing, product).
• Utilize customer feedback, data, and analytics to identify pain points, trends, and opportunities for improvement.
• Work cross-functionally with departments such as Sales, Marketing, Product, and Engineering to advocate for customer needs and ensure a consistent and positive experience.
• Conduct customer journey mapping to visualize the customer lifecycle, identify areas of friction, and design solutions to create a seamless experience.
• Foster a company-wide culture of customer obsession and provide training and guidance to internal teams on best practices for customer engagement.

Executive Escalation & High-Touch Resolution:

• Serve as the single point of contact for critical, high-profile customer escalations, often on behalf of the executive team.
• Take full ownership of escalated cases, from initial assessment and communication to final resolution and post-mortem analysis.
• Effectively de-escalate challenging situations with empathy, professionalism, and a focus on finding mutually beneficial solutions.
• Coordinate with technical, legal, and product teams to investigate root causes and drive timely solutions for complex issues.
• Provide regular, concise, and executive-level summaries and status updates on high-priority cases to senior management.
• Analyze escalation trends to identify systemic issues and proactively recommend improvements to prevent future occurrences.

Team Leadership & Development:

• Lead, mentor, and coach a team of customer service or support professionals.
• Provide guidance and training on advanced problem-solving, de-escalation techniques, and effective communication for difficult situations.
• Monitor team performance and key metrics to ensure service level agreements (SLAs) are met and customer satisfaction remains high.

Qualifications

• Bachelor’s degree in business, Communications, Marketing, or a related field.
• Minimum of 2-3 years of experience in a customer-facing role, with at least 3-5 years in a management or leadership position focused on customer experience or support.
• Proven experience handling high-stakes, executive-level customer escalations.
• Exceptional written and verbal communication skills, with the ability to articulate complex issues and their business impact to diverse audiences, including C-suite executives.
• Strong analytical skills with the ability to interpret data, identify trends, and make data-driven decisions.
• Demonstrated ability to remain calm and professional under pressure and in emotionally charged situations.
• Experience with CRM software and customer support ticketing systems.
• Excellent conflict resolution, negotiation, and problem-solving skills.
• A proactive, results-oriented mindset with a passion for customer advocacy.

Desired Skills & Traits

• Empathetic and customer-centric mindset.
• Strong project management and organizational skills.
• Ability to influence and collaborate with individuals at all levels of the organization.
• Resilient and adaptable in a fast-paced environment.
• Ability to distill complex information into actionable insights and strategic recommendations.

About Us

• We were founded in 2014 by Jeff Swickard in Wilsonville, OR. 
• Swickard has positioned itself as a leader in highline brands such as Mercedes Benz, Toyota, Lexus, Porsche, Audi, and Jaguar-Land Rover among others.
• We have over 2,000 employees at 28 dealerships in 5 states…and we are still growing! 
• We were ranked as the 2nd fastest growing auto group in 2021 by Automotive News 
• We are a team. Everyone plays a role in our success. 
• We are a hospitality company that happens to be in the automotive industry. 

Benefits Of Working At Swickard:

• Ongoing training and support
• Opportunities for continued personal and professional growth
• We are an equal opportunity employer and value diversity and inclusion and belonging at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status or any other characteristics protected under applicable State or Federal laws and regulations.

Competitive Benefits Package:

• Insurance: medical, dental, vision, life, and pet insurance
• Optional disability coverage
• 401k plan
• Paid Holidays
• PTO

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