Customer Experience Manager

Full-Time | North Hills, Raleigh, NC | $60,000 – $70,000 salary | Ideal Start:
October

Capstone Races is hiring a Customer Experience Manager to join and immediately contribute to our small full-time team. We are privileged with the luxury of working in an industry that not only is a source of passion for many, but is also growing in exciting ways.

Hybrid work: Flexible remote + in-office. Most of our team works 2-4 days per week in-office

Race attendance: Work 6-8 event weekends – some requiring out of town travel

Reports to: President

We’re looking for somebody who can own the Customer Experience outcome for a portion of our race portfolio. The major elements include:

• Craft and distribute email and SMS communication to registered runners
• Maintain individual race websites
• Design and coordinate race-weekend Customer Service activations
• Configure race registration forms and post-race surveys
• Manage process for inbound customer service resolutions

The Customer Experience function requires an ability to envision the customer journey while identifying and troubleshooting potential hurdles. Much of the output from this function is highly date-sensitive with multiple overlapping deadlines across races. The right hire will have the ability to prioritize their responsibilities based on their understanding of their objectives. The most common traits for successful members of this team are:

• Detail-oriented and calendar-driven
• Successful cross-functional communicators
• Comfortable with independence
• Excited by the journey of a growing organization

The following areas of familiarity are bonuses, but not required:

• Road Racing
• Marketing Automation Platforms
• Content Management Systems
• Data Collection Forms
• Experiential Marketing
• Design Software

• Unlimited PTO
• Cell phone stipend
• Race stipend