Customer Experience Manager

This range is provided by Bare Home. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

$70,000.00/yr - $90,000.00/yr

Direct message the job poster from Bare Home

Strategic Sales & Customer Experience Manager

Where Leadership Meets Growth (Think Director-Manager Hybrid with Big Impact)

About Us

JP Ecommerce has been named one of the top-ten, fastest growing businesses in Minnesota by Inc. 5000 for the past four years in a row. We provide customers with high-quality bedding through our brand Bare Home and are expanding into USA-made mattresses. As a leading textile retail company, we source premium products from key regions including China, India, Pakistan, and Turkey.

Our commitment to excellence has earned us a reputation as an industry leader in sustainable and ethical textile sourcing.

What sets us apart is our entrepreneurial, collaborative environment where team members can quickly see their ideas transform into action. At Bare Home, you'll experience the satisfaction of ownership over projects, working alongside friendly, dedicated colleagues in a fast-paced setting where no two days are the same. We're a Minnesota-based company with small-town values and big dreams—where you can help shape not just this role, but our entire company culture.

Position Overview

As the Strategic Sales & Customer Experience Manager, you'll lead our customer experience initiatives while driving wholesale revenue growth across multiple e-commerce channels, including our website, Amazon, Target, Walmart, and eight other sites. This hands-on role sits perfectly between director and manager—giving you strategic influence with tactical execution as we expand into new product lines, including our exciting USA-made mattress collection.

This role is designed to grow with our expanding e-commerce operations and is positioned to become increasingly strategic as our customer experience becomes a competitive advantage. You'll have the opportunity to build and own initiatives that directly impact bottom-line results. Fair warning: You'll have the opportunity to shape not just this role, but help us become the kind of company where people genuinely love coming to work every day.

Why On-Site Matters: Work directly with our executive team in our collaborative Minnesota environment where decisions are made quickly and your strategies are implemented immediately. Plus, you'll get to experience our small-business, big-heart culture in person—and yes, we really do enjoy each other's company!

Direct Reports: 1 Customer Experience Supervisor and 5 Customer Service Representatives

Key Responsibilities

• Develop and execute wholesale sales strategies to generate new B2B leads while maintaining relationships with existing accounts
• Create opportunities to upsell and cross-sell products across all platforms
• Collaborate with Marketing to develop effective sales campaigns and promotions
• Establish and achieve sales targets for the customer service team
• Generate sales forecasts and track performance metrics
• Identify new market opportunities, especially as we expand into the mattress line
• Career trajectory includes expanding into direct revenue-generating responsibilities as the business scales

Customer Experience Leadership

• Reduce return rates by implementing effective "save the sale" strategies
• Improve and maintain online star ratings across all platforms (Yes, even when customers order a duvet cover and are surprised it doesn't come with the insert—despite the product description clearly stating it doesn't, though we admit the picture might be a tiny bit misleading!)
• Develop protocols for addressing customer concerns that drive satisfaction and loyalty, even in those "challenging" moments
• Create training programs for customer service representatives focused on both resolution and sales skills
• Analyze customer feedback to identify product improvement opportunities to improve overall star rating on multiple e-commerce platforms
• Collaborate with Quality…