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Customer Experience Manager

Customer Experience Manager

Sunstate Equipment Co.Phoenix, AZ, US
30+ days ago
Job type
  • Full-time
Job description

We're looking for a skilled Customer Experience Manager to join our team.

What We Offer :

  • Strong medical, dental, and vision insurance plans
  • 401K with a company match
  • Paid Holidays
  • Vacation / PTO + Sick Leave
  • A team like no other

Your responsibilities as a Customer Experience Manager :

Customer Journey Mapping & Insights

Analyze and map the end-to-end customer journey, identifying pain points and opportunities for refinement in messaging and engagement.

  • Conduct research, gather feedback, and leverage analytics to understand customer needs, expectations, and behaviors.
  • Develop and maintain customer personas to drive personalized engagement strategies.

    • Develop dashboards and reporting mechanisms to track customer experience metrics.

  • Regularly analyze customer feedback and trends to drive continuous improvement in customer engagement strategies.
  • Present findings and strategic recommendations to executive leadership.

    • Customer Engagement & Advocacy

    Develop initiatives to improve customer engagement, loyalty, and advocacy.

  • Develop and manage Voice of Customer (VoC) survey structure to capture customer feedback and insights systematically.
  • Implement Net Promoter Score (NPS), Customer Satisfaction (CSAT), and / or other key performance metrics to measure customer sentiment.
  • Work with Marketing and Sales teams to develop programs that highlight customer success stories and testimonials.

    • External Communications

    Develop external communication strategies to enhance customer engagement and brand perception.

  • Work with PR and marketing teams to craft messaging that reflects customer needs and success stories.

    • What it takes to be successful

    Qualifications / Requirements :

    Strong analytical skills with the ability to interpret complex data and translate it into actionable insights.

  • Experience with customer experience measurement tools (NPS, OSAT, Medallia) and CRM platforms such as Salesforce.
  • Exceptional verbal communication and interpersonal skills to collaborate across teams and influence stakeholders.
  • Exceptional written communication skills with ability to deliver technical information in a personalized, easy-to-comprehend manner.

    • Education / Years of Experience :

    Bachelor's degree in Marketing, Communications, Journalism or a related field.

  • 5+ years of experience in customer experience, customer success or external communications with emphasis on segmentation.
  • Proven track record of improving customer satisfaction and engagement

    • Why Choose Us? At Sunstate, every employee is valued, respected, and fairly compensated. More importantly, every employee has a voice that deserves to be heard. We are working hard to challenge the typical ways of business and develop an environment where our employees feel safe, comfortable, and look forward to coming to work. No matter which location you visit, you can't help but feel the close-knit work-family environment. We have strategically and organically grown our company from within, promoting from the ground up and providing employees with opportunities to explore their different passions within our own walls. This culture allows our people to develop valuable, marketable skills they can use throughout their career. Plus, with benefits like Baby Bonding, My Holiday vacation time, and discounts on everything from movie tickets to cell phone bills, we're constantly evolving our resources to provide our people with tools to make their lives easier! Be YOU at Sunstate At Sunstate Equipment, we are actively fostering a workplace culture where individuals of all identities and life experiences feel genuinely valued, respected, and appreciated. As a proud equal-opportunity employer, we wholeheartedly welcome candidates from diverse backgrounds and cultures. We recognize and celebrate the unique perspectives they bring, with the understanding that they are the fuel for the innovative ideas that drive the evolution of our industry Sunstate Equipment Co. is an Equal Opportunity Employer A Drug Free Workplace and Participates in E-Verify

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    Customer Experience Manager • Phoenix, AZ, US