Customer Experience Manager is a key leadership role responsible for driving client satisfaction and retention through strategic relationship management, operational excellence, and efficient budget management. This role entails developing and leading a high-performing client services team and implementing continuous improvement initiatives. The Manager will work cross-functionally with various departments to ensure client needs are met, while also monitoring financial performance to achieve profitability targets. A central aspect of this role involves leveraging data-driven insights to optimize service delivery and implementing innovative solutions to keep our services competitive.
Embody Jay Group's Core Values
Looking to be part of a high-energy team at Jay Group? If so, check out what it takes to become a key player:
Make it Possible: We excel at overcoming obstacles to ensure success for both our clients and team members.
Drive to Innovate: We are dedicated to constant innovation, seeking ways to simplify and enhance our processes.
We Win Together: Our success is tied to our collaborative spirit, understanding that we thrive when our clients do.
Built on Trust: We maintain a foundation of trust by upholding principles of transparency, integrity, and authenticity.
Customer Experience Manager Key Responsibilities
Leadership:
Develop and implement the client service strategy in alignment with company objectives.
Lead, motivate, and develop a high-performing client services team.
Oversee client service operations, ensuring a seamless and exceptional experience for our clients.
Client Relationship Management:
Cultivate and maintain deep, strategic relationships with key clients and stakeholders.
Act as the primary escalation point for high-priority client issues and resolve complex problems effectively.
Anticipate client needs and proactively identify opportunities to enhance service delivery.
Team Development and Management:
Build and manage a team of client service professionals, providing leadership and expertise.
Establish clear performance goals and metrics; conduct regular performance evaluations.
Foster a culture of continuous improvement and professional development within the team.
Client Retention:
Develop retention strategies to maximize client satisfaction and loyalty.
Collaborate with sales and marketing teams to align efforts and ensure a cohesive client experience.
Operational Excellence:
Work cross-functionally with operations, IT, and other departments to ensure client requirements are met.
Drive process improvements to enhance service efficiency and quality.
Implement best practices and industry standards to elevate the client service function.
Data-Driven Decision Making:
Utilize data analytics to monitor client service performance and identify trends.
Prepare and present regular reports on client satisfaction, service metrics, and department performance.
Innovation and Continuous Improvement:
Stay abreast of industry trends and advancements in ecommerce and fulfillment.
Lead initiatives to integrate new technologies and service models that enhance client value.
Encourage a client-centric mindset and drive initiatives that continuously improve the client experience.
Budget Management and Profitability:
Develop, manage, and oversee the client services department budget.
Monitor and analyze financial performance to ensure alignment with financial goals.
Implement strategies to optimize resource utilization and achieve profitability targets.
Collaborate with finance and executive teams to forecast and plan financial requirements.
Qualifications
Bachelor’s degree in Business Administration, Marketing, or a related field; Master’s degree preferred.
Minimum of 10 years of experience in client services or account management, with significant experience in a senior leadership role.
Extensive experience in the ecommerce or fulfillment industry.
Demonstrated ability to lead and inspire a high-performance team.
Exceptional strategic thinking, problem-solving, and decision-making skills.
Superior communication, negotiation, and interpersonal abilities.
Proficiency in CRM software, data analytics tools, and Microsoft Office Suite.
Preferred Qualifications
Experience with ecommerce platforms, order management systems, and fulfillment processes.
Proven track record of driving client satisfaction and retention in a fast-paced environment.
Strong project management skills and the ability to manage multiple priorities.
High level of professionalism, integrity, and emotional intelligence.
About Jay Group
Jay Group is an industry-leading provider of warehouse inventory management, ecommerce fulfillment, transportation, and specialty packaging services. For over 55 years, some of the world’s most trusted and well-known brands have relied on Jay Group to ensure their product is delivered accurately and on time. Jay Group manages the back-end details of parcel and B2B fulfillment so that clients can focus on growing their brands and businesses.
Benefits
401K with company discretionary match
Dental Insurance
Employee Assistance Program
Health Insurance
Life Insurance
Long Term Disability insurance
Paid Holiday Hours
Paid Time-Off
Plum Benefits
Short Term Disability Insurance
Vision Insurance
Volunteer Community Service Hours paid by company
Weekly Pay
Additional Information
Must be willing to submit a background check.
Ability to work legally in the United States
Are you up for the challenge of being part of a team that values innovation, teamwork, and integrity? Apply now to be a Jay Group Team Member!
Equal Employment Opportunity Employee
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Other
Industries
Transportation, Logistics, Supply Chain and Storage
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