Customer Experience Manager

uccess in this role requires balancing people leadership, customer advocacy, process improvement, and business performance. The ideal candidate will be both a strong leader and a hands-on contributor who can solve complex problems, develop talent, and improve the systems and processes that support customers and internal stakeholders.

What Success Looks Like

First 30 Days
* Build relationships with team members and key stakeholders.
* Develop an understanding of products, systems, processes, and customer expectations.
* Assess team strengths, opportunities, and current operational challenges.

First 90 Days
* Establish credibility as a leader and coach.
* Identify quick-win process improvements and customer experience opportunities.
* Begin implementing performance expectations and development plans for team members.

First 6 Months
* Improve team performance, responsiveness, and accountability.
* Lead meaningful process improvements that positively impact customers and internal partners.
* Utilize data and analytics to identify trends and support decision-making.

First 12 Months
* Demonstrate measurable improvements in customer satisfaction, operational efficiency, and team effectiveness.
* Become a trusted partner to sales, operations, and leadership teams.
* Serve as a key contributor in departmental planning and customer experience initiatives.

1. Leadership & Talent Development - Build, coach, and develop a high-performing customer service and sales support team.
   2. Customer Experience & Problem Resolution - Drive exceptional customer experiences and resolve escalations.
   3. Operational Excellence & Continuous Improvement - Analyze data, improve processes, and enhance efficiency and service quality.

Balancing strategic and tactical responsibilities, leading through change, and driving consistency across customer interactions.

To overcome these challenges, the individual must prioritize effectively, build strong cross-functional relationships, utilize data to drive decisions, and develop team capabilities that create scalable solutions.

Customer-focused, strong coach and developer of people, highly organized, resilient, collaborative, accountable, proactive problem solver, effective communicator and presenter, continuous improvement mindset, and comfortable leading through ambiguity and change.

• 5+ years of leadership experience in customer service, customer support, sales support, or related operational functions.
  * Proven experience coaching and developing employees.
  * Strong customer service and conflict resolution skills.
  * Experience managing escalated customer issues.
  * Ability to analyze data and leverage metrics to improve performance.
  * Strong verbal, written, and presentation skills.
  * Experience collaborating across multiple departments.
  * Demonstrated ability to lead process improvement initiatives.
  * Strong organizational and project management capabilities.
  * Bachelor's degree or equivalent combination of education and experience.

Manufacturing, industrial, engineered products, or B2B experience; ERP/CRM experience; change management; executive and customer presentations; Lean/Six Sigma; and participation in strategic planning.

Team-first mentality, respectful and professional interactions, ownership and accountability, commitment to employee development, continuous learning, willingness to help, and positive influence during growth and change.

Opportunity to make a meaningful impact on customer experience and operational effectiveness, shape processes, develop people, influence business decisions, and help build the future customer experience organization at TCF. This role offers strong visibility, leadership growth, and increasing strategic influence.

As a Customer Success Manager you will be offered pay of $94,000-$110,000 dependent on experience. You will also be eligible for an annual discretionary bonus tied to overall performance of the organization.

At Twin City Fan we want our employees to achieve their personal best and strive to offer programs that support our employees and their families. We offer a full benefits package including medical, dental, vision, life insurance, 401K plan with employer match, as well as short/long term disability. Employees also have access to benefits such as employee assistance programs, education reimbursement, paid vacation, holiday pay, and volunteer time. Other exciting benefits TCF offers include a homeownership savings program, pet insurance, and more!