Customer Experience Manager

All Jobs  >  Customer Experience Manager Apply Customer Experience Manager La Crosse, WI Apply Description  Calibrated To Exceed ExpectationsDo you love making an impact and creating unforgettable customer experiences? At UniFide CST, we believe every customer interaction is a chance to stand out, and we’re looking for a Customer Experience Manager who’s ready to lead that charge. If you’re someone who sees the big picture, thrives on collaboration, and gets energy from solving problems that make people’s lives easier, this role is for you! Who We Are:UniFide CST is the Upper Midwest’s leading distributor of weighing systems and solutions. Known for our exceptional customer service and deep technical expertise, we offer a comprehensive portfolio of products and services tailored to meet the diverse needs of businesses across a wide range of industries.The Role:As Customer Experience Manager, you'll be responsible for designing, improving, and ensuring a seamless, positive experience across all customer touchpoints in sales, service, and support. You will analyze customer interactions, identify pain points, and implement strategies to enhance satisfaction, loyalty, and retention. This isn’t just a job, it’s a chance to shape the future of our customer journey, influence every step of the experience, and work directly with a high-performing leadership team. You'll have the platform, the support, and the voice to make real change across sales, service, and support.What A Day In The Life Is Like:Design and Optimize the Customer JourneyEnsure smooth transitions between equipment purchase, delivery, installation, and serviceMap the end-to-end customer journey from inquiry to post-service follow-up, identify and address pain pointsImprove scheduling and dispatching efficiency for field service techniciansCollaborate with field service managers to ensure that quality and service speed meet customer expectationsCustomer Insights and Satisfaction MeasurementImplement customer feedback programs (post-purchase and post-service surveys)Track key metrics such as first-time fix rate, service response time, and Net Promoter ScoreAnalyze customer complaints and service records to identify trends and areas for process improvementImplement Voice of the Customer initiatives to capture and act on customer feedbackCustomer Service ManagementManage a customer service teamResolve customer inquiries and complaintsEstablishment of performance metrics to improve efficiencyTrain, develop, and coach customer service team membersCustomer Retention StrategiesDevelop preventative maintenance programs to improve customer uptime and reduce emergency service callsImplement automated service processes for inspections, calibrations, and routine maintenanceWork on service contracts and extended warranty programs to drive long-term customer loyaltyEducate customers on self-service options, mobile scheduling apps, and service portalsRequired Qualifications and Experience:Bachelor's degree in a related business field5-7 years of experience in customer experience rolesMinimum of 2-3 years in a leadership or management positionDemonstrated business and financial acumen Proven leadership and coaching abilities, with a track record of motivating and developing high-performing teamsExceptional communication and interpersonal skillsPreferred Qualifications and Experience:Experience in a field service organization and strong data-driven decision-making skillsBenefits:Health, Dental, Life, and Vision Insurance PTO (15 days/120 hours)401(K) w/ 3% matchIncentive bonusFlexible schedule, limited travelTHE PEOPLE!Why Join Us:Joining means becoming part of a dynamic team dedicated to excellence and innovation. With opportunities for growth, ongoing training, and a supportive work environment, we empower our employees to reach their full potential and make a meaningful impact every day.If you're ready to take the...