Customer Experience Manager (CEM)

Job Description:

We are looking for an enthusiastic and results-driven Customer Experience Manager (CEM) to lead our combined Club and Customer Support department. The ideal candidate will oversee the end-to-end customer journey, ensuring both club members and general customers receive exceptional service and engagement. This role requires strategic leadership, team management, and a customer-first mindset to foster loyalty and satisfaction while driving departmental efficiency.

 
Key Responsibilities:

Develop and implement strategies to enhance the customer experience across all touchpoints.
Lead the Club and Customer Support teams, ensuring alignment with company goals and values.
Monitor and analyze customer feedback to identify areas for improvement and innovation.
Collaborate with cross-functional teams to improve service delivery and operational processes.
Establish KPIs and regularly evaluate team performance, providing training and development as needed.
Handle escalations and ensure timely resolution of customer issues.
Champion a culture of customer-centricity across the organization.


Requirements:

Proven experience (3+ years) in customer experience management, customer support, or a related role.
Leadership and team management skills.
Excellent communication and interpersonal abilities.
Analytical mindset with experience in using customer feedback tools and metrics to drive improvements.
Ability to multitask, prioritize, and adapt in a fast-paced environment.
Passion for delivering exceptional customer experiences.


Preferred Qualifications:

Experience managing club memberships or loyalty programs.
Familiarity with CRM and support software/tools.