Customer Experience Manager

Company Description Bennisson Industries is an innovative and rapidly expanding luxury business specializing in authentication, restoration, high-end storage, and comprehensive servicing of luxury timepieces. The company is known for meticulous care and attention to detail, helping clients preserve the quality, value, and longevity of their watches and other high-value assets like fine art and handbags. A team of expert watchmakers uses specialized techniques and tools to handle each timepiece with precision and professionalism.

Bennisson Industries serves discerning customers who expect premium service and a trusted partner for the ongoing care of their luxury collections.

Role Description The Customer Experience Manager is a full-time, on-site role based in West Palm Beach, FL, responsible for overseeing every stage of the customer journey. This role includes greeting clients, managing inquiries, and guiding customers through service, restoration, and storage options for their timepieces. The manager will design and refine customer experience processes, monitor satisfaction metrics, and collaborate with watchmakers and operations staff to ensure timely, clear communication and high-quality service delivery.

Daily tasks include resolving escalated issues, collecting feedback, maintaining customer records, and supporting loyalty initiatives that strengthen long-term relationships with clients.

Qualifications

• Strong customer-focused skills, including Customer Satisfaction and Customer Experience, with a proven ability to design and improve client journeys.
• Excellent Customer Service and Communication skills, with the ability to interact professionally and clearly with a discerning clientele.
• Robust Analytical Skills to interpret customer data, identify trends, and recommend improvements to processes and service offerings.
• Experience in managing customer-facing teams or functions within luxury, hospitality, retail, or service environments.
• Ability to handle sensitive client concerns, maintain confidentiality, and represent a premium brand with integrity.
• Strong organizational and time-management abilities, with experience using customer relationship management (CRM) tools or similar systems.
• High school diploma or equivalent required; bachelor’s degree in Business, Communications, Hospitality, or a related field is preferred.
• Interest in luxury goods or horology is a plus, along with prior experience in a luxury service or boutique environment.