Manager, Customer Experience (CXM

職務内容：

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MCA - Alpolic

The Manager, Customer Experience (CXM) is responsible for leading and optimizing the end-to-end customer journey, ensuring a seamless, consistent, and high-quality experience across all customer touchpoints—from initial inquiry through post-purchase support and retention. This role combines strategic customer experience leadership with hands‑on operational oversight of customer service, sales support, and customer-facing marketing initiatives. The CXM serves as a customer advocate and cross‑functional leader, partnering closely with Sales, Marketing, Production, and external vendors to improve customer satisfaction, reduce churn, and strengthen brand loyalty.

Success in this role requires strong analytical skills, operational excellence, and a customer‑centric mindset grounded in data‑driven decision‑making.

• Analyze and map the end-to-end customer lifecycle to identify friction points, risks, and opportunities for improvement.
• Develop and execute customer experience strategies that improve CSAT, NPS, CES, and retention.
• Act as the internal voice of the customer, advocating for improvements that enhance loyalty and long‑term value.

• Manage the Customer Service department and Marketing Administrative (Coordinators) staff.
• Serve as the primary liaison between Customer Service, Sales, Production, and Marketing teams.
• Ensure timely, accurate execution of:
• Order entry (domestic, export, and special orders)
• Shipping coordination, order scheduling, and delivery communication
• Color match requests and custom product inquiries
• Warranty claims, billing issues, and quality concerns
• Coordinate sales and customer requests with production planning to align inventory, scheduling, and delivery expectations.

• Collect, analyze, and act on customer feedback using tools such as NPS, CSAT, CES, surveys, and CRM reporting.
• Monitor trends, churn indicators, and customer behavior to drive proactive improvements.
• Maintain accurate customer data across CRM and ERP platforms (SAP, CRM systems).

• Oversee customer‑facing programs such as sampling, fulfillment initiatives, trade shows, and events to ensure cohesive brand experience.
• Collaborate with Marketing to support customer communications, process improvements, and internal enablement tools.
• Support marketing and sales initiatives that enhance customer engagement and operational efficiency.

• Lead, coach, and develop team members, fostering a customer‑centric, high‑performance culture.
• Provide calm, effective leadership in high‑pressure or customer‑critical situations.
• Partner cross‑functionally to ensure consistent brand voice and customer‑centric execution across all departments.

• Oversee CRM, SAP, and related platforms to support customer experience, reporting, and process optimization.
• Support continuous improvement initiatives related to quality, service excellence, safety, and operational efficiency.
• Assist with budget oversight for customer experience programs and initiatives.
• Ensure compliance with company policies, ethical standards, and applicable regulations.
• Other duties as assigned.

Please note that this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time without notice.

To perform this job successfully, an individual must be able to perform each essential duty. The requirements listed below are representative of the knowledge, skills, and/or abilities required to successfully perform in this position. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions of this job.

• Bachelor’s Degree in Business Management, Communication, Marketing or a related field preferred
• Equivalent combination of education and experience will be considered

• 7+…