Customer Experience Manager

THOROUGHBRED EXPRESS AUTO WASH Customer Experience Manager Job Description

Reports To:

CEO

Department:
Operations

The Customer Experience Manager is responsible for protecting and enhancing the customer experience across every Thoroughbred Express location. This role serves as the company's advocate for customer satisfaction, safety, brand presentation, and service consistency by overseeing online reputation management, complaint resolution, incident investigations, customer experience audits, site signage standards, community events, and continuous improvement initiatives. Working closely with Site Managers, District Managers, Marketing, and Operations, this position identifies trends, develops solutions, and ensures every customer interaction reflects the high standards of the Thoroughbred Express brand.

• Own and manage the company's online reputation across Google, Facebook, and other customer-facing platforms.
• Respond professionally and promptly to all positive and negative reviews and social media comments.
• Maintain a consistent Thoroughbred Express brand voice.
• Escalate operational concerns requiring management attention.

• Receive, investigate, and resolve customer complaints.
• Partner with Site Managers and District Managers to determine root causes.
• Communicate directly with customers throughout the resolution process.
• Ensure every concern is fully resolved and customers feel heard.
• Track recurring concerns and recommend operational improvements.

• Manage all vehicle damage claims and customer incident reports.
• Review inspection arch photos, video footage, manager statements, and supporting documentation.
• Conduct fair, consistent, and thorough investigations.
• Determine claim disposition and prepare approval or denial communications.
• Identify trends indicating equipment, training, policy, or operational concerns.

• Serve as the corporate ambassador for customer safety.
• Evaluate customer-facing safety risks and recommend improvements.
• Partner with Operations on policies, procedures, and training that reduce preventable incidents.
• Monitor safety trends and communicate findings to leadership.

• Conduct routine in-person customer experience audits at every location.
• Evaluate each property from the customer's perspective.
• Ensure all customer-facing signage is clean, accurate, visible, current, and properly positioned.
• Verify pricing boards, menu boards, directional signage, safety signs, instructional signs, and promotional materials are consistent across all locations.
• Audit curb appeal, landscaping, lighting, cleanliness, parking flow, and overall first impressions.
• Work with District Managers to correct deficiencies and verify completion.
• Develop and maintain a standardized Customer Experience Audit Scorecard.

• Coordinate and assist with grand openings, customer appreciation events, ribbon cuttings, and community events.
• Partner with Marketing and Operations to ensure successful event execution.
• Represent Thoroughbred Express professionally within the communities served.
• Evaluate event success and recommend improvements.

• Analyze customer feedback, reviews, complaints, incidents, and audit findings for trends.
• Prepare reports and recommendations for executive leadership.
• Drive continuous improvement initiatives focused on customer experience.
• Collaborate across departments to improve service consistency.

• Google review response time
• Average Google rating
• Facebook response time
• Customer complaint resolution time
• Customer follow-up completion rate
• Incident investigation turnaround time
• Reduction…