Customer Experience Communications Manager

Job Description

The Customer Experience Communications Manager will play a key role in building scalable processes, shaping the long-term structure of the function, and strengthening the connection between customer experience insights and corporate communications.

This role is ideal for a professional who thrives in a fast-paced, growth-oriented environment and enjoys balancing strategic thinking with hands-on execution as company continues to expand its U.S. presence.

Essential Duties and Responsibilities

Customer Experience Operations

• Manage the end-to-end flow of customer inquiries and feedback across all channels, ensuring timely routing and resolution by the appropriate internal teams (Operations, Marketing, Quality Control, Store Leadership, etc.).
• Research, evaluate, and recommend vendors for a centralized customer service platform and lead the implementation of the selected solution.
• Develop and maintain a library of approved response templates for common customer questions and concerns, ensuring consistency in tone, accuracy, and brand voice.
• Draft, review, and approve responses for complex or sensitive customer inquiries in collaboration with relevant internal stakeholders.
• Monitor recurring issues and customer sentiment; prepare weekly and monthly reports summarizing trends, store health insights, and opportunities for operational improvement.
• Partner with operations, marketing, and quality teams to translate customer feedback into actionable improvements.

Corporate Communications Support

• Partner with the Director of Communications to ensure customer-facing communications align with corporate messaging, brand standards, and executive priorities.
• Identify and escalate emerging customer issues or trends that may impact brand reputation.
• Provide customer insights and reporting to support internal communications, leadership updates, FAQs, and broader corporate messaging.
• Ensure consistency between customer responses and company talking points, campaigns, and system-wide communications.
• Support the development of clear messaging during periods of operational change, growth, or heightened customer sensitivity.

Qualifications

• Bachelor’s degree in Business, Communications, or a related field, or equivalent professional experience.
• Minimum of 5 years of experience in customer success, customer service, support management, communications, or a related discipline.
• Exceptional written and verbal communication skills with a strong customer-focused and brand-centered mindset.
• Demonstrated ability to build processes and systems from the ground up while remaining hands-on in execution.
• Strong analytical skills with experience creating and interpreting reports, dashboards, or performance metrics.
• Highly organized with the ability to manage multiple priorities and stakeholders.
• Experience with CRM systems, ticketing tools, or customer feedback platforms.
• Ability to collaborate cross-functionally and influence stakeholders without direct authority.

Core Competencies

• Strategic thinking with strong execution capability
• Proactive problem-solving and prioritization
• Attention to detail and consistency in messaging
• Strong interpersonal and collaboration skills
• Ability to remain calm and professional under pressure
• Commitment to continuous improvement

Additional Information

All your information will be kept confidential according to EEO guidelines.

 *** NO C2C ***