Customer Experience Communications Manager

The Customer Experience Communications Manager will play a key role in building scalable processes shaping the long-term structure of the function and strengthening the connection between customer experience insights and corporate communications.

This role is ideal for a professional who thrives in a fast-paced growth-oriented environment and enjoys balancing strategic thinking with hands-on execution as company continues to expand its U.S. presence.

Essential Duties and Responsibilities

Customer Experience Operations

• Manage the end-to-end flow of customer inquiries and feedback across all channels ensuring timely routing and resolution by the appropriate internal teams (Operations Marketing Quality Control Store Leadership etc.).
• Research evaluate and recommend vendors for a centralized customer service platform and lead the implementation of the selected solution.
• Develop and maintain a library of approved response templates for common customer questions and concerns ensuring consistency in tone accuracy and brand voice.
• Draft review and approve responses for complex or sensitive customer inquiries in collaboration with relevant internal stakeholders.
• Monitor recurring issues and customer sentiment; prepare weekly and monthly reports summarizing trends store health insights and opportunities for operational improvement.
• Partner with operations marketing and quality teams to translate customer feedback into actionable improvements.

Corporate Communications Support

• Partner with the Director of Communications to ensure customer-facing communications align with corporate messaging brand standards and executive priorities.
• Identify and escalate emerging customer issues or trends that may impact brand reputation.
• Provide customer insights and reporting to support internal communications leadership updates FAQs and broader corporate messaging.
• Ensure consistency between customer responses and company talking points campaigns and system-wide communications.
• Support the development of clear messaging during periods of operational change growth or heightened customer sensitivity.

Qualifications :

• Bachelors degree in Business Communications or a related field or equivalent professional experience.
• Minimum of 5 years of experience in customer success customer service support management communications or a related discipline.
• Exceptional written and verbal communication skills with a strong customer-focused and brand-centered mindset.
• Demonstrated ability to build processes and systems from the ground up while remaining hands-on in execution.
• Strong analytical skills with experience creating and interpreting reports dashboards or performance metrics.
• Highly organized with the ability to manage multiple priorities and stakeholders.
• Experience with CRM systems ticketing tools or customer feedback platforms.
• Ability to collaborate cross-functionally and influence stakeholders without direct authority.

Core Competencies

• Strategic thinking with strong execution capability
• Proactive problem-solving and prioritization
• Attention to detail and consistency in messaging
• Strong interpersonal and collaboration skills
• Ability to remain calm and professional under pressure
• Commitment to continuous improvement

Additional Information :

All your information will be kept confidential according to EEO guidelines.

 *** NO C2C ***

Remote Work :

No

Employment Type :

Full-time