Job Description
Overview
Symbiotic Services is seeking an experienced Customer Experience Manager to lead customer-centric strategies for a premier furniture manufacturer. This role involves overseeing key operational departments, improving customer satisfaction, and driving continuous improvement. The ideal candidate will align customer-focused activities with organizational goals and ensure a seamless customer journey.
Primary Responsibilities
- Manage the Customer Experience , Order Entry , and Marketing Fulfillment departments.
- Collaborate across teams to optimize the customer journey and ensure satisfaction.
- Represent the Customer Experience function within the Senior Management Team.
- Develop and implement systems to gather and act on customer feedback for ongoing improvement.
- Lead, mentor, and inspire a high-performing, customer-focused team.
- Foster a positive, motivated work environment while maintaining high service standards.
Key Skills & Experience
- Proficiency in customer frameworks like Zendesk, NPS, CSAT , and digital experience tools.
- Strong analytical, leadership, and problem-solving skills.
- Excellent communication and stakeholder influence capabilities.
- Industry experience in furniture manufacturing or related fields is highly desirable
Minimum Requirements
- Bachelor’s degree in Business, Marketing , or a related field (MBA preferred ).
- 7+ years in customer experience or success roles , with at least 3 years in leadership.
- Proven track record in customer strategy execution and team development.
- Familiarity with enterprise planning tools like Oracle or MRP
This is an exciting opportunity for innovative leaders with a passion for enhancing customer experiences in the furniture manufacturing industry.