Customer Experience Manager

Customer Experience Manager Full-Time In-Office Ann Arbor MI

Are you a people-focused leader who thrives on building strong customer relationships developing high-performing teams and driving business results As the Customer Experience Manager at Shar Music youll oversee both our Customer Success and Sales teams playing a critical role in ensuring that every customer interactionfrom initial inquiry through purchase and ongoing supportreflects the exceptional service and expertise Shar Music is known for.

Essential Duties & Responsibilities:

• Deliver and promote a premium customer experience ensuring customers receive personalized attentive and knowledgeable support throughout every stage of their relationship with Shar Music.
• Lead coach and develop the Customer Success & Sales teams to provide exceptional service across all customer communication channels.
• Establish and maintain high standards for customer service responsiveness professionalism and problem resolution.
• Serve as a resource and escalation point for complex customer questions concerns complaints and service issues.
• Monitor customer interactions and provide coaching and feedback to team members to improve service quality and consistency.
• Develop and maintain customer service procedures workflows standards and best practices.
• Monitor customer experience metrics and identify trends recurring issues and opportunities for improvement.
• Track and analyze customer feedback complaints returns order issues and other customer-related data.
• Work with the Warehouse and Operations teams to resolve shipping fulfillment inventory and delivery-related customer issues.
• Ensure customer inquiries and sales opportunities are responded to in a timely professional and effective manner.
• Help develop and maintain customer segmentation account management and customer retention strategies.
• Support the development of relationships with schools educators musicians institutions and other key customer groups.
• Ensure Sales and Customer Success team members maintain accurate customer and sales information within company systems.
• Help identify opportunities for automation technology improvements and process efficiencies within Sales and Customer Success.
• Participate in cross-functional projects and strategic initiatives that impact customers sales and company growth.
• Stay knowledgeable about Shar Musics products services customers competitors and the broader string instrument and music education industry.
• Promote a culture of accountability collaboration professionalism continuous improvement and customer-first thinking.
• Maintain confidentiality of sensitive customer employee sales and company information.
• Other duties as assigned.

• Have a strong customer-first mindset while understanding the importance of achieving revenue and business objectives.
• Are an excellent communicator who can build relationships with customers employees managers and leadership.
• Are comfortable coaching employees through both successes and performance challenges.
• Know how to motivate a team while maintaining clear expectations and accountability.
• Are confident handling escalated customer concerns and difficult conversations.
• Take ownership of problems and follow them through to resolution.
• Are highly organized and able to manage multiple priorities in a fast-paced environment.
• Enjoy finding ways to make processes more efficient accurate and consistent.
• Are proactive and willing to ask questions when something doesnt look right.
• Demonstrate a high level of integrity and discretion when handling confidential financial information.
• Are comfortable working in a dynamic growing business where priorities can change.
• Team player with a positive attitude adaptability and willingness to collaborate and learn from others.
• Have an interest in music education or the arts (a plus).

Desired Qualifications:

• Bachelors degree in Business Marketing Management Communications or a related field preferred.
• 35 or more years of progressive experience in Sales Customer Success Customer Experience
• Account Management Retail eCommerce or a related field.
• 2 or more years of experience in a supervisory or management role preferred.
• Demonstrated experience leading coaching and developing Sales Customer Success Customer Service or Account Management teams.
• Proven ability to establish goals monitor KPIs and drive team performance.
• Experience developing sales strategies customer retention initiatives and account development programs.
• Experience managing customer escalations and complex sales or service issues.
• Strong understanding of sales processes customer relationship management and customer experience best practices.
• Experience working in a retail eCommerce distribution manufacturing or other product-based business is a plus.
• Experience with B2B education institutional or account-based sales is a plus.
• Experience with NetSuite or another ERP system strongly preferred.
• Experience with Shopify or another eCommerce platform is a plus.
• Experience with CRM platforms and sales reporting tools is a plus.
• Strong proficiency with Microsoft Office including Outlook Teams and Excel.
• Strong written and verbal communication skills.
• Excellent organizational time management and prioritization skills.
• Strong coaching leadership conflict-resolution and relationship-building skills.
• Ability to analyze sales and customer data and translate findings into actionable strategies.
• Ability to work collaboratively with individuals and teams across an organization.
• Demonstrated ability to identify problems develop practical solutions and drive those solutions through implementation.
• Music knowledge or experience working with musical instruments is a plus.
• Ability to maintain a high level of accuracy while meeting deadlines.

Benefits Available for Full-Time Team Members:

• 401(k)
• 401(k) Matching
• Medical
• Dental
• Vision
• Life
• Short & Long Term Disability
• Generous PTO
• Employee Discount Program
• Pet Insurance

Required Experience:

Manager