Customer Experience Manager

About the Opportunity

Our client is a long-established, privately held B2B solutions provider serving enterprise clients across multiple industries. They are seeking a Client Excellence & Experience Manager to own and elevate the end-to-end client experience. Full company details will be shared with qualified candidates during the screening process.

Position Summary

The Client Excellence & Experience Manager is responsible for ensuring every client interaction reflects the organization''s commitment to exceptional service, quality, and partnership. This role leads initiatives to improve the overall client journey, increase client satisfaction and retention, and foster a culture of service excellence across the organization. The position collaborates cross-functionally to identify process improvement opportunities, resolve client concerns, and implement strategies that create memorable client experiences.

Essential Duties and Responsibilities

• Develop and execute strategies that enhance the client experience throughout the client lifecycle
• Monitor and improve client satisfaction, retention, and loyalty metrics
• Analyze client feedback, surveys, and performance data to identify trends and improvement opportunities
• Partner with Sales, Operations, Marketing, IT, Product Development, and Client Support to ensure a seamless client experience
• Lead initiatives focused on continuous improvement and service excellence
• Establish and maintain service standards, best practices, and client experience expectations
• Resolve complex client concerns, ensuring timely and satisfactory outcomes
• Create and maintain client journey maps to identify operational improvement opportunities
• Develop KPIs and report client experience metrics to executive leadership
• Coach and mentor team members on delivering exceptional service
• Facilitate client business reviews and maintain strong relationships with key accounts
• Identify opportunities to increase client engagement, adoption, and long-term partnership
• Own client-facing engagement and retention program delivery
• Collaborate with leadership on strategic initiatives aligned to company goals
• Ensure compliance with company policies, quality standards, and service level agreements

Qualifications

Education

• Bachelor''s degree in Business Administration, Marketing, Communications, Hospitality, Human Resources, or a related field preferred
• Equivalent combination of education and experience considered

Experience

• 5+ years in client experience, customer success, account management, operations, or service leadership
• Previous management or leadership experience preferred
• Experience leading cross-functional improvement initiatives
• Strong background in customer service excellence and relationship management

Knowledge, Skills, and Abilities

• Outstanding interpersonal and communication skills
• Exceptional problem-solving and conflict resolution abilities
• Strong leadership and team development skills
• Ability to analyze data and translate insights into actionable improvements
• Excellent project management and organizational skills
• Customer-centric mindset with a passion for service excellence
• Ability to influence stakeholders at all organizational levels
• Strong presentation and facilitation skills
• Proficiency with CRM systems, Microsoft Office Suite, and client feedback platforms
• Experience with data dashboards and reporting tools preferred