Manager, Customer Experience (CXM

Company: MCA - Alpolic

Job Description:

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 proven leadership ability, strong analytical skills, operational excellence, and a customer‑centric mindset grounded in data‑driven decision‑making.

• 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.

• Analyze and map the end-to-end customer lifecycle to identify pain 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 staff.
• Serve as the primary liaison between Customer Service, Sales, Production, and Marketing teams.
• 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 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.

• Bachelor’s Degree in Business Management, Communication, Marketing or a related field preferred
• Equivalent combination of education and experience will be considered Required
• 7+ years of experience in Customer Service, Sales Operations, or Customer Experience‑focused roles
• Working knowledge of SAP software, preferably for a manufacturing company
• 3+ years management experience

• 5-6+ years of experience in Customer Service, Sales Operations, or Customer Experience‑focused roles
• 5+ years of management
• Experience working cross-functionally with Sales, Marketing, and Operations teams

Strong knowledge of customer service principles and best practices Extensive experience with SAP and CRM systems Working knowledge of sales & distribution management and import/export processes Strong understanding of customer journey mapping and CX best practices. Ability to interpret customer data, feedback, and performance metrics to drive action. Proven ability to lead teams, build engagement, and develop talent. Exceptional interpersonal skills with the ability to influence across all levels of the organization Proactive, solution‑oriented approach to improving customer outcomes.

Ability to manage multiple priorities, initiatives, and deadlines.…