Dealer Customer Experience Manager

This is a fully remote position, open to applicants in Wisconsin.

📋 Description

• Supervise the daily operations of Account Managers and Customer Experience Representatives.

• Assist the Director of Customer Experience in executing strategies and achieving departmental objectives.

• Collaborate with leaders in Large Projects and Dealer Sales to synchronize customer experience efforts with sales goals.

• Support initiatives aimed at enhancing customer engagement to foster sales growth and customer loyalty.

• Collect customer feedback and implement enhancements to service quality.

• Identify areas for improvement in customer experience processes.

• Mentor and develop Account Managers and Customer Experience Representatives.

• Ensure team members receive training on RSG products, services, and customer engagement strategies.

• Monitor and report on customer experience, service delivery, and quote conversion KPIs.

• Construct, maintain, and assess Salesforce dashboards that reflect retention, expansion pipeline conversion, and compliance with account activity.

• Provide insights and reports to senior leadership.

• Work in conjunction with Order Operations, Technical Service, Warranty, and Installation teams.

• Resolve customer issues and escalations while developing strategies for recurring problem resolution.

• Champion customer needs within CX initiatives and decision-making processes.

⛳️ Requirements

• A Bachelor’s degree in Business Administration, Marketing, Sales, or a related discipline, or a combination of education and relevant experience in lieu of formal qualifications.

• At least 5 years of experience in customer experience, account management, or sales roles.

• Strong leadership abilities and team management skills.

• Proven track record in managing daily operations and enhancing customer service results.

• Demonstrated success in improving quote conversion rates and driving sales growth.

• Proficient in CRM software, with a preference for Salesforce.

• Exceptional communication, organizational, and problem-solving capabilities.

• Ability to collaborate effectively with sales teams and other departments.

• Preferred familiarity with commercial refrigeration products, particularly walk-in freezers, coolers, and merchandisers.

• Willingness to travel up to 10% as required.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance.

• Retirement savings plan with company matching.

• Opportunities for professional development and career advancement.

• A dynamic and supportive work environment.