Customer Experience Manager

Our client, in the luxury artisan food and beverage space, is seeking a dynamic Customer and Sales Manager to lead their customer experience and outbound sales efforts in their Boston location. This pivotal role combines high-touch relationship management with strategic sales development, ensuring that every customer interaction reflects the premium quality and personalized service the brand is known for. The ideal candidate will thrive in a fast-paced, high-end environment, bringing a passion for excellence and a knack for cultivating long-lasting client relationships, ultimately driving business growth and customer satisfaction.

$80,000 - $85,000 annually + bonus potential

* These salary numbers are not guaranteed, and take into account experience level, qualifications, and internal equity – potential offer may be outside of this range*

• Oversee and foster day-to-day performance of the Customer Care team to deliver exceptional service standards.
• Drive initiatives to improve customer satisfaction metrics, resolve escalated issues, and enhance overall responsiveness.
• Develop and implement training programs to elevate team capabilities and service quality.
• Collaborate cross-functionally with retail, e-commerce, and production teams to maintain a seamless customer journey.
• Support and execute outbound sales campaigns, cultivating new accounts and nurturing existing relationships.
• Identify opportunities for process improvements through data analysis and technology integrations, including Net Suite and other systems.
• Generate reports and dashboards to monitor service performance and customer feedback trends.
• Manage order processing, prepare quotations, and respond promptly to customer inquiries with professionalism and enthusiasm.
• Build rapport with clients through personalized follow-up, proactive communication, and a refined understanding of the brand’s high-end product offerings.

• 5+ years of experience in customer experience, client services, or sales, preferably in a high-end retail or hospitality environment.
• Proven leadership experience in supervising or managing a team.
• Exceptional customer service skills with an emphasis on relationship building.
• Skilled in outbound sales, account development, and order management.
• Proficient in Microsoft Office; familiarity with Net Suite and Shopify is a plus.
• Excellent written and verbal communication abilities.
• Strong organizational skills, with the ability to multitask in a fast-paced setting.
• Demonstrated ability to analyze data, identify trends, and implement strategic improvements.
• Must have reliable transportation and be able to travel occasionally to the company’s factory in NH.
• Comfortable working full-time onsite in Boston and participating in seasonal and peak period hours, including occasional overtime.

The Hollister Group is an equal opportunity employer. We welcome and encourage applications from people who are under-represented in their respective occupation or position.