Manager, Customer Experience (CXM)

Company:

Job Description:

The Manager, Customer Experience (CXM) is responsible for leading and optimizing the end-to-end customer journey, ensuring a seamless, consistent, and high-quality experience across all customer touchpoints—from initial inquiry through post-purchase support and retention. This role combines strategic customer experience leadership with hands-on operational oversight of customer service, sales support, and customer-facing marketing initiatives.

The CXM serves as a customer advocate and cross-functional leader, partnering closely with Sales, Marketing, Production, and external vendors to improve customer satisfaction, reduce churn, and strengthen brand loyalty. Success in this role requires strong analytical skills, operational excellence, and a customer-centric mindset grounded in data-driven decision-making.

Customer Journey & Experience Optimization

• Analyze and map the end-to-end customer lifecycle to identify friction points, risks, and opportunities for improvement.
• Develop and execute customer experience strategies that improve CSAT, NPS, CES, and retention.
• Act as the internal voice of the customer, advocating for improvements that enhance loyalty and long-term value.

  Customer Service & Sales Support Operations

• Manage the Customer Service department and Marketing Administrative (Coordinators) staff.
• Serve as the primary liaison between Customer Service, Sales, Production, and Marketing teams.
• Ensure timely, accurate execution of:

  - Order entry (domestic, export, and special orders)

  - Shipping coordination, order scheduling, and delivery communication

  - Color match requests and custom product inquiries

  - Warranty claims, billing issues, and quality concerns

  -Coordinate sales and customer requests with production planning to align

  inventory, scheduling, and delivery expectations.

  Data, Feedback & Performance Management

• Collect, analyze, and act on customer feedback using tools such as NPS, CSAT, CES, surveys, and CRM reporting.
• Monitor trends, churn indicators, and customer behavior to drive proactive improvements.
• Maintain accurate customer data across CRM and ERP platforms (SAP, CRM systems).

  Customer-Facing Programs & Marketing Collaboration

• Oversee customer-facing programs such as sampling, fulfillment initiatives, trade shows, and events to ensure cohesive brand experience.
• Collaborate with Marketing to support customer communications, process improvements, and internal enablement tools.
• Support marketing and sales initiatives that enhance customer engagement and operational efficiency.

  Leadership & Cross-Functional Collaboration

• Lead, coach, and develop team members, fostering a customer-centric, high-performance culture.
• Provide calm, effective leadership in high-pressure or customer-critical situations.
• Partner cross-functionally to ensure consistent brand voice and customer-centric execution across all departments.

  Technology, Process & Continuous Improvement

• Oversee CRM, SAP, and related platforms to support customer experience, reporting, and process optimization.
• Support continuous improvement initiatives related to quality, service excellence, safety, and operational efficiency.
• Assist with budget oversight for customer experience programs and initiatives.
• Ensure compliance with company policies, ethical standards, and applicable regulations.
• Other duties as assigned.

  Please note that this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time without notice.

  Qualifications:

  To perform this job successfully, an individual must be able to perform each essential duty. The requirements listed below are representative of the knowledge, skills, and/or abilities required to successfully perform in this position. 

• Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions of this job. 

  Education:

  • Bachelor’s Degree in Business Management, Communication, Marketing or a related field preferred

  • Equivalent combination of education and experience will be considered

  Experience:

  • 7+ years of experience in Customer Service, Sales Operations, or Customer Experience–focused roles

  • Prior management or team leadership experience preferred

  • Experience working cross-functionally with Sales, Marketing, and Operations teams

  Knowledge:

  • Strong knowledge of customer service principles and best practices
  • Extensive experience with SAP and CRM systems
  • Working knowledge of sales & distribution management and import/export processes
  • Strong understanding of customer journey mapping and CX best practices.

  Skills:

  • Ability to interpret customer data, feedback, and performance metrics to drive action.
  • Proven ability to lead teams, build engagement, and develop talent.
  • Exceptional interpersonal skills with the ability to influence across all levels of the organization
  • Proactive, solution-oriented approach to improving customer outcomes.
  • Ability to manage multiple priorities, initiatives, and deadlines.
  • Proficiency in Microsoft Office suite and customer feedback tools

  Pay Transparency

  • The salary range for this position is $128,400 - $147,000. Factors such as scope and responsibilities of the position, candidate's work experience, education/training, job-related skills, internal peer equity, as well as market and business considerations may influence base pay offered. This salary will be subject to a geographic adjustment (according to a specific city and state), if an authorization is granted to work outside of the location listed in this posting.
  • Competitive Benefits 
  • Benefits begin on DAY 1! 
  • Employee Assistance Programs
  • Curated Self-Paced Learning & Development Programs for all Employees

  Mitsubishi Chemical Group (MCGC) and any of our subsidiaries do not accept unsolicited resumes from individual recruiters or third-party agencies. No fee will be paid to third parties who submit unsolicited candidates directly to our hiring managers or HR team. No placement fees will be paid to any firm unless specifically invited on the search by the MCGC Talent Acquisition team and such candidate was submitted to the MCGC Talent Acquisition Team via our Applicant Tracking System.