Customer Experience Manager
2 days ago
Vista
Plum Paper, division of Avery Products Corporation is looking for an experienced Customer Experience Manager. This position plays a critical role in supporting the leadership team to cultivate an environment that promotes authentic, best-in-class customer experiences, guided by our Core Value of Customer First, Always. This role is one of collaboration, innovation, inspiration, and coaching—responsible for championing the customer’s voice across the business and ensuring that insights from every interaction drive continuous improvement. You will own the customer feedback loop, manage our customer experience technology ecosystem, and ensure a consistent, delightful experience across every brand touchpoint. What we offer: • Competitive Salary ($80,000 - $100,000) based on knowledge, skills and relevant experience + Quarterly Bonus Potential., • A collaborative, inclusive, energetic work environment with talented workforce. Opportunities for professional development and career advancement., • Competitive Salary + Quarterly Bonus Potential, • Work Life Balance: Hybrid schedule, 12 Company Paid Holidays, Paid Vacation and Paid Sick Time, • Great comprehensive benefits program including Medical, Dental, Vision, Short Term & Long Term Disability programs, Company paid Life Insurance, and Wellness Incentives., • Excellent 401K Retirement Program with very generous company match. What you will be doing: • Build and lead a small, but dynamic team of Customer Experience professionals., • Foster and champion a customer-centric mindset within the team and throughout the organization., • Support the development and execution of the overall customer experience vision and strategy in collaboration with the General Manager and Leadership Team., • Empower Customer Experience Representatives with the tools, training, software, and decision-making authority to deliver exceptional interactions., • Own and operationalize the customer feedback loop, ensuring input from live channels, email, reviews, surveys, and social sentiment is captured, analyzed, synthesized, and actioned cross-functionally., • Own CX systems and software, including live chat, helpdesk, review platforms, and survey tools—ensuring they are optimized, integrated, and leveraged to drive efficiency and better customer outcomes., • Collaborate with internal partners (marketing, product, digital, operations) to share customer insights, identify friction points, and influence improvements across all customer touchpoints., • Build and maintain strong cross-functional relationships to deliver meaningful and actionable insight reporting., • Create and monitor KPIs that measure customer satisfaction, loyalty, and operational success across CX channels., • Continuously improve loyalty metrics and lead proactive outreach initiatives to increase repeat purchases and drive brand advocacy., • Monitor, analyze, and act on customer feedback data, including NPS, CSAT, product reviews, and qualitative feedback trends., • Present customer experience insights, trends, and recommendations to senior leadership, ensuring the customer’s perspective informs business decisions., • Propose and implement new programs, CX enhancements, and software upgrades that elevate the end-to-end customer experience., • Respond to customer feedback in a timely and empathetic manner, modelling best-in-class service standards., • Oversee scheduling and onboarding of seasonal and temporary staff, if required., • Own the full e-commerce customer experience, evaluating online purchase flows and collaborating with stakeholders to reduce friction, improve clarity, and increase customer satisfaction and conversion What you need to succeed: • Bachelor’s degree or relevant equivalent experience., • 3–5 years of progressive customer experience management or supervisory experience with demonstrated leadership skills., • A genuine passion for serving customers and delivering exceptional experiences across channels., • Ability to build strong relationships with customers and internal teams, viewing every customer interaction as an opportunity to create brand advocates., • Desire to continually learn, adapt, and increase product and CX software knowledge., • Exceptional leadership, coaching, and communication skills., • Highly organized, with proven multitasking and time-management abilities., • Experience working cross-functionally with teams such as sales, finance, marketing, product, and operations., • Strong analytical skills with the ability to interpret customer data and use insights to influence decisions; familiarity with metrics such as NPS, CSAT, FRT, and deflection., • Proficiency with Google Workspace, Microsoft Office (Excel, Outlook, PPT, Teams, etc.) and database or helpdesk management systems; comfort adopting new CX tools and platforms. All offers of employment are based on the successful completion of a pre-employment background check, drug screen and reference check. Avery Products Corporation is an at-will employer. Employment is at will and, as such, are free to resign at any time without any reason. The company retains the right to terminate an employee’s employment at any time with or without reason or notice. Thank you for your time and consideration of this opportunity. Please include resume when responding.