Customer Experience Manager

Customer Experience Manager North America

Charlotte NC (onsite)

ISCs team of Executive Recruiters has been retained by a leading provider of medical equipment and healthcare services on a Customer Experience Manager opportunity. This key role directly supports the companys budgeting planning and execution of purchasing decisions through maintaining proactive and responsive communication with customers by interpreting and acting on customer feedback in alignment with corporate metrics. This Customer Experience Manager for North America is responsible for delivering a seamless and highquality experience to a rapidly growing rental and capital customer base within the U.S.

In this exciting opportunity you will lead the Customer Experience team driving performance productivity and continuous improvement through handson coaching and training. This Customer Experience Manager position requires a strong leader entailing overseeing goal setting workflow optimization and career development for CX team members. The Customer Experience Manager frequently collaborates with the CX Director and acts as conduit to interdepartmental upper management (VP of Finance Sales/Marketing Operations etc.). Our client seeks a reliable detailoriented critical thinker with superior leadership skills who can ensure alignment and visibility across the organization. management prioritization skills and a positive proactive attitude.

Customer Experience Manager Responsibilities Duties for this role include:

• Directly manage the North America Customer Experience team playing an active role in the teams daytoday and leading by example
• Establish and monitor team performance goals ensure alignment with company strategy/commercial objectives provide regular feedback and coaching to improve performance
• Actively Manage/resolve customer complaints by identifying root causes and implementing longterm solutions
• Maintain accurate timekeeping/personnel records enforce company policies/procedures managing disciplinary actions as needed
• Develop/implement annual recognition strategies and make promotion recommendations based on performance
• Serve as a communication bridge between upper management and CX team advocating for the teams needs
• Collaborate with crossfunctional teams to enhance customer support processes

Customer Experience Manager Rewards If you qualify the company offers:

• High visibility to upper management with opportunities to expand the role and continue professional development
• Opportunity to make an impact on a wellestablished and growing manufacturing/distribution company with exciting capital projects in the works
• Rewarding and collaborative culture allowing you to be a change agent by implementing greater efficiencies improving processes and building out controls
• Competitive base salary annual bonus and full benefit package

Customer Experience Manager Requirements To qualify you should have the following:

• Bachelors degree preferred. Committed to continuous learning and professional development.
• 7 years of relevant business/customer service experience (medical device industry experience a plus) including a minimum of 5 years in leadership required
• Strong customer service (customerfirst approach) orientation and team leadership skills
• Excellent composure active listening/written/verbal communication abilities creative problemsolver with proactive mindset
• Capable of working both autonomously and collaboratively to address a wide range of customer needs and see projects to completion
• Skilled in multitasking/managing time and shifting priorities in fastpaced/resultsdriven environment
• Experience with SAP and preferred and proficiency in Microsoft Excel required

How to Apply:

Please contact Jaami Clement directly at 888.866.6625.

Referrals Do you know someone who may be a fit

We gladly pay $500 for referrals that result in a hire and keep all referrals confidential unless you ask us to use your name. Were looking for a strong Customer Experience leader in the Charlotte Metro name comes to mind Please send all referrals to Jaami at