Consumer Experience Manager (Remote)

Hire Source is seeking a Consumer Experience Manager for our valued client/company in the Food manufacturing arena. This highly organized and experienced Consumer Experience Manager will oversee and enhance our customer service operations, focusing on process improvements, departmental KPIs, and influencing growth.

Position Description:

The Consumer Experience Manager’s primary responsibility is to ensure the highest level of customer service by leading the customer care team and optimizing the use of Salesforce to improve customer relationship management and driving operational efficiency.

Primary Responsibilities:

• Lead, mentor, and manage the customer care team, ensuring they are well-trained and equipped to handle consumer inquiries, concerns, and complaints efficiently.
• Establish performance metrics and track team performance to meet or exceed customer service standards; communicate job expectations and perform appraisals and job reviews.
• Handle escalated consumer issues or complaints and ensure swift resolution.

• Oversee the day-to-day management, configuration, and support of the Salesforce CRM system to track, manage, and analyze consumer interactions and data.
• Develop and implement process and automation within database (manage dashboards, workflows, layouts, reports) to improve team efficiency.

• Continuously review and improve customer service processes, ensuring they are aligned with company goals and best practices.
• Identify opportunities for training, technology, and workflow improvements to boost team efficiency and improve customer service quality results.

• Partner with key stakeholders to define strategy, objectives, and KPIs for the email/push programs and each lifecycle within them (onboarding, engagement, retention).
• Continuously monitor email/push performance and provide dashboards, analytics, reports and insights to leadership and key stakeholders, highlighting opportunities for improvement and optimization.

• Monitor customer satisfaction metrics and implement strategies to improve customer retention and resolve issues proactively.

• Work closely with team members on answering emails, live chat and phones and fill in for team members when team members are out of office.

Education and Experience Requirements:

• Bachelor’s degree in: Business Administration, Management, Marketing or a related field (preferred).
• 5-10 years of experience in customer service or customer relationship management roles, with direct CRM database administration experience (Salesforce).
• Strong conflict resolution skills: this includes active listening, showing empathy, clear communication, problem-solving, negotiating, and focusing on understanding different viewpoints and finding a solution that works for everyone.
• Possess emotional regulation by managing emotions and staying calm in stressful situations.
• Strong verbal/written communication skills, including an ability to effectively communicate with both business and technical teams.
• Strong attention to detail and ability to maintain high data integrity in CRM systems.
• Previous experience in a managerial or supervisory role is required.