Customer Experience Manager

Job Description

Job Description

Customer Experience Manager- North America

Charlotte, NC (onsite)

ISCs team of Executive Recruiters has been retained by a leading provider of medical equipment and healthcare services on a Customer Experience Manager opportunity. This key role directly supports the companys budgeting, planning, and execution of purchasing decisions through maintaining proactive and responsive communication with customers, by interpreting and acting on customer feedback in alignment with corporate metrics. This Customer Experience Manager for North America is responsible for delivering a seamless and high-quality experience to a rapidly growing rental and capital customer base within the U.S.

In this exciting opportunity, you will lead the Customer Experience team, driving performance, productivity, and continuous improvement through hands-on coaching and training. This Customer Experience Manager position requires a strong leader, entailing overseeing goal setting, workflow optimization, and career development for CX team members. The Customer Experience Manager frequently collaborates with the CX Director and acts as conduit to interdepartmental upper management (VP of Finance, Sales/Marketing, Operations, etc.). Our client seeks a reliable, detail-oriented critical thinker with superior leadership skills, who can ensure alignment and visibility across the organization. management, prioritization skills, and a positive, proactive attitude.

Customer Experience Manager Responsibilities- Duties for this role include:

• Directly manage the North America Customer Experience team, playing an active role in the teams day-to-day and leading by example
• Establish and monitor team performance goals, ensure alignment with company strategy/commercial objectives, provide regular feedback and coaching to improve performance
• Actively Manage/resolve customer complaints by identifying root causes and implementing long-term solutions
• Maintain accurate timekeeping/personnel records, enforce company policies/procedures, managing disciplinary actions as needed
• Develop/implement annual recognition strategies, and make promotion recommendations based on performance
• Serve as a communication bridge between upper management and U.S.-based CX team, advocating for the teams needs
• Collaborate with cross-functional teams to enhance customer support processes

Customer Experience Manager Rewards- If you qualify, the company offers:

• High visibility to upper management, with opportunities to expand the role and continue professional development
• Opportunity to make an impact on a well-established and growing manufacturing/distribution company with exciting capital projects in the works
• Rewarding and collaborative culture, allowing you to be a change agent by implementing greater efficiencies, improving processes and building out controls
• Competitive base salary, annual bonus and full benefit package

Customer Experience Manager Requirements- To qualify, you should have the following:

• Bachelors degree, preferred. Committed to continuous learning and professional development.
• 7 years of relevant business/customer service experience (medical device, healthcare, medical, health insurance industry experience, a plus but not mandatory), including a minimum of 5 years in leadership, required
• Strong customer service (customer-first approach) orientation and team leadership skills
• Excellent composure, active listening/written/verbal communication abilities, creative problem-solver with proactive mindset
• Capable of working both autonomously and collaboratively to address a wide range of customer needs and see projects to completion
• Skilled in multitasking/managing time and shifting priorities in fast-paced/results-driven environment
• Experience with SAP and Salesforce.com, preferred and proficiency in Microsoft Excel, required

How to Apply:

Please contact Jaami Clement directly at [email protected], 888.866.6625.

Referrals Do you know someone who may be a fit?

We gladly pay $500 for referrals that result in a hire and keep all referrals confidential unless you ask us to use your name. Were looking for a strong Customer Experience leader in the Charlotte Metro Area.Whose name comes to mind? Please send all referrals to Jaami at [email protected].