Customer Experience Manager

Job overview

The Customer Experience Manager role is onsite in Danville, VA. Compensation is not specified. The manager reports customer feedback and performance insights to the Director of Account Management. The role leads customer experience strategies and a team of specialists to improve satisfaction, loyalty, and retention. It uses customer feedback and performance measures to identify pain points, improve processes, and promote consistent service across customer touchpoints.

What you'll do

• Recruit, hire, onboard, train, coach, and review Customer Experience Specialists
• manage hourly employee time, attendance, and scheduling
• create and refine service policies and procedures
• lead customer experience initiatives
• establish department KPIs, monitor metrics, analyze feedback, and report insights to the Director of Account Management
• approve transactions as required
• identify customer pain points and implement improvements
• manage feedback loops
• collaborate with internal partners
• lead adoption of new processes and service standards
• serve as the final escalation point for complex customer issues
• reinforce organizational mission, vision, principles, and values.

What we're looking for

Skills & competencies

customer experience manager

danville va

customer satisfaction

customer loyalty

customer retention

team leadership

kpis

customer feedback

process improvement

escalation management

workforce scheduling

periodic travel

Work arrangement

• Weekend coverage required

Why this role

Requires 2+ years of related experience; managerial experience is preferred; periodic travel may be necessary.

About the employer

Infinity Global is hiring for this role. Industry: Marketing Consulting Services. Sector: 54.