Customer Experience Mgr

Customer Experience Manager

Our Customer Experience Management team serves as our internal center of excellence for our robust Customer Relationship Management (CRM) practice supporting our commercial and residential sales organizations. In this role, the CEM will partner with their assigned regional sales team to help to grow and manage sales pipelines. This practice includes continuous education and adoption of CRM, growing our customer database, scoring leads, lead routing, communication management, and analytics. Additionally, the CEM will support marketing in developing digital marketing campaigns for our distributors, dealers and end customers to enhance the customer journey and remove friction from the conversion and ownership pipeline. Campaigns can include emails, SMS, forms and landing pages.

Job Duties:

• Customer journey mapping: Analyze and map the customer journey to identify touchpoints and opportunities for enhancing the customer experience.
• Email development and design: Design, write, develop and deploy emails, forms and landing pages to support sales initiatives and campaigns.
• Lead Acquisition/Routing: Assist on connecting and processing new lead sources into CRM, and facilitating routing those leads to appropriate department or individual
• CRM Support and training: Oversee CRM support and training initiatives, ensuring that users have access to the resources and assistance they need to use our software effectively.
• Cross-Team Collaboration: Partner with Sales and local branches to help coordinate specific marketing or sales initiatives. Participate in branch/market sales meetings. Help generate content for regional promotional events.
• Metrics and reporting: Assist in Developing and monitoring key performance indicators (KPIs) related to customer satisfaction, retention, and product usage, and report on these metrics. Assist sales teams in developing CRM reporting to facilitate data management and pipeline tracking
• Customer advocacy: Foster a culture of customer advocacy within the company, ensuring that customer needs and perspectives are considered in all decision-making processes.
• Process improvement: Identify and implement improvements for processes to enhance efficiency and effectiveness of our digital and online tools, including CRM, landing pages, and other assets.
• Generating New Prospects & Leads: Assist in incorporating new lead sources, and implement strategies to help coordinate follow-up and customer satisfaction.
• Lead Qualification: Effectively utilize CRM automation, and other available tools to help qualify, enrich, and otherwise "warm" leads before handing off to sales.

Job Qualifications:

• Minimum of 5 years of experience in customer experience, customer success, or a related field.
• Bachelor's degree in business administration, Marketing, Communications, or a related field.
• Proficiency in CRM software such as Hubspot, Salesforces, etc.
• Strong analytical and problem-solving skills with the ability to interpret data and feedback.
• Excellent verbal and written communication skills, with the ability to articulate complex concepts clearly and effectively.
• Deep understanding of customer-centric practices and a passion for delivering exceptional customer experiences.

Physical Demands:

• Occasionally push, pull, carry, and lift 20 - 50lbs.
• Occasionally will be walking, standing, stretching, bending, stooping, twisting, reaching, grasping and repetitive movements
• Frequently will talk, hear, read, write

Mental Demands:

• Think analytically
• Make decisions
• Develop options and implement solutions
• Work with a team
• Maintain regular and punctual attendance (consistent with ADA and/or FMLA)
• Attention to detail
• Communicate effectively
• Multitask in a fast pace environment
• Work with a Sense of Urgency
• Flexible (This is an entrepreneurial work environment)

Travel:

• Extensive traveling is required by car and air traveling for training and other events.

AHF Products provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

AHF Products is a leading hard surface flooring manufacturer in the USA with a family of trusted brands serving the residential and commercial hardwood, tile, and vinyl flooring markets. With decades of experience in award-winning flooring design, product development, manufacturing, and service, we create quality flooring to last for generations through inspiring designs, innovation, and a deep commitment to outstanding customer service.