Dealer Customer Experience Manager

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Customer Experience Full Time Hudson, WI, US

Salary Range: $81,500.00 To $ Annually

Dealer Customer Experience Manager

Reports to:
Director of Customer Experience

Direct reports:
Yes

Location: REMOTE

Employment Type:
Full Time – Exempt

Company:

Refrigerated Solutions Group (RSG: Norlake and Master-Bilt) is a leader in the designing and manufacturing of quality refrigeration products. With its dedication and commitment to providing the best customer service and high-quality product lines, RSG is one of the most respected names in the refrigeration industry.

Opportunity

Summary:

The Dealer Customer Experience Manager is a key role within Refrigerated Solutions Group (RSG), responsible for the daily management of Account Managers and Customer Experience Representatives. This role focuses on ensuring exceptional customer service and satisfaction while directly supporting the Large Projects and Dealer Sales segments of RSG's sales channel. The Customer Experience Manager will partner closely with designated sales leaders to drive customer engagement, improve quote conversion rates, and contribute to the overall success of the CX team.

Key Responsibilities:

• Daily Operations Management:
• Lead the CX Team: Oversee the daily activities of Account Managers and Customer Experience Representatives, ensuring consistent delivery of high-quality customer service.
• Support the Director of Customer
  
  Experience:
  
  Assist the Director of Customer Experience in implementing strategies and achieving department goals.
• Large Projects & Dealer Sales: Partner with sales leaders responsible for the Large Projects and Dealer Sales segments, ensuring alignment between CX activities and sales objectives.
• Customer Engagement: Work closely with sales teams to support customer engagement initiatives, ensuring that CX efforts contribute to sales growth and customer retention.
• Customer Feedback and Service Improvement:
• Collect and Act on Feedback: Regularly gather customer feedback specific to the assigned segments and work with the CX team to implement improvements.
• Continuous Improvement: Identify opportunities for enhancing customer experience processes, focusing on the unique needs of the Large Projects and Dealer Sales segments.
• Team Leadership and Development:
• Mentor and Develop Staff: Provide ongoing coaching and development for Account Managers and Customer Experience Representatives, fostering a culture of continuous improvement and customer focus.
• Training: Ensure team members are well-trained on RSG’s products, services, and customer engagement strategies.
• Performance Monitoring and Reporting:
• Monitor KPIs: Track and report on key performance indicators (KPIs) related to customer experience, service delivery, and quote conversion rates for the assigned segments.
• Salesforce KPI Reporting:Build, maintain, and review Salesforce dashboards that measure performance against established KPI targets, including Net and Gross Revenue Retention, expansion pipeline conversion, and account activity compliance for the assigned segments.
• Support Senior Management: Provide insights and reports to the Senior Manager of Customer Experience, highlighting successes and areas for improvement, particularly in relation to improving quote conversion rates.
• Cross-Functional Collaboration:
• Work with Other Departments: Collaborate with other departments, including Order Operations, Technical Service, Warranty, and Installation, to ensure a seamless customer experience across all touchpoints.
• Support Sales Initiatives: Partner with sales leaders to align CX efforts with sales…