Sr. Customer Satisfaction Manager

We are a global leader in the design, manufacture, and distribution of ophthalmic lenses, frames, and sunglasses. We offer our industry stakeholders in over 150 countries access to a global platform of high-quality vision care products such as the Essilor brand, with Varilux, Crizal, Eyezen, Stellest and Transitions, iconic brands that consumers love such as Ray-Ban, Oakley, Persol and Oliver Peoples, as well as a network that offers consumers high-quality vision care and best-in-class shopping experiences such as Sunglass Hut, Lens Crafters, and Target Optical, and leading e-commerce platforms.

Our unique business model and relentless pursuit of operational excellence ensures that consumers everywhere have access to products. Balancing speed, efficiency and proximity, the Company manages a global supply chain with cutting-edge technology, based on centralization for frames and on a capillary network for lens finishing and prescription laboratories. In our dynamic environment, fueled by technology and innovation, our people have the space to pioneer new solutions.

The Sr. Customer Satisfaction Manager (CPM) collaborates with Senior Customer Satisfaction Managers at key labs to oversee iECP customers' daily operations, reporting, and insights. This role ensures service and quality performance monitoring, working closely with sales, customer service, manufacturing, logistics, supply chain, and quality teams to resolve operational issues, identify improvements, and enhance central functions. The CPM drives operational excellence and supports the iECP market by maintaining strong communication across all levels and fostering a customer-focused, problem‑solving approach.

• Develop and manage a 360° program for independent customers, collaborating with Commercial, Customer Service, and Operations teams.
• Partner with customer satisfaction managers at labs to clarify and elevate issues while gathering new requirements.
• Analyze data, understand processes, and drive root cause analysis for timely issue resolution.
• Engage with labs, sales, and customer service to address and resolve outstanding issues.
• Provide feedback to supply chain, customer service, and operations teams for continuous improvement.
• Advocate for customers and work with stakeholders to implement program enhancements.
• Identify and implement process improvements to increase efficiency and standardization.
• Conduct regular sales reviews to assess performance, resolve issues, and align on upcoming activities.
• Organize weekly meetings with cross‑functional teams to address priorities and problem‑solving for the iECP market.
• Guide customer satisfaction managers at each lab on priority issues.

• Education: BA/BS in a related field required;
  Master’s preferred.
• Experience: 5+ years in program, project, or technical management. 3+ years in performance analysis. 3+ years in optical industry roles (ECP practice, lab operations, or supply chain preferred).
• Strong project management and analytical skills.
• Knowledge of Lab Management Software (Optifacts, DVI), Practice Management Software, and ECP Ordering Portals preferred.
• Excellent communication, collaboration, and organizational skills.
• Proficiency in Microsoft Office and reporting tools.
• Travel required 25%-30%.

• Customer Focus: Build strong customer partnerships for issue resolution.
• Data & Insights: Analyze lab data to identify trends and improve service.
• Results-Driven: Enhance processes to improve service levels and reduce costs.
• Communication: Align stakeholders and drive program success through clear communication.

Pay Range:  -

This posting is for an existing vacancy within our business. Employee pay is determined by multiple factors, including geography, experience, qualifications, skills and local minimum wage requirements. In addition, you may also be offered a competitive bonus and/or commission plan, which complements a first‑class total rewards package. Benefits may include health care, retirement savings, paid time off/vacation, and various employee discounts.

Essilor Luxottica complies with all applicable laws related to the application and hiring process.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, gender, national origin, social origin, social condition, being perceived as a victim of domestic violence, sexual aggression or stalking, religion, age, disability, sexual orientation, gender identity or expression, citizenship, ancestry, veteran or military status, marital status, pregnancy (including unlawful discrimination on the basis of a legally protected pregnancy or maternity leave), genetic information or any other characteristics protected by law.

Native Americans in the US receive preference in accordance with Tribal Law.