Customer Experience Manager

Our client, a family-owned luggage and accessories brand, is looking for a dependable, temporary Customer Experience Manager to join their Gardena, CA team for 6 months!

Responsibilities:
• Lead CX strategy across digital, post-purchase, and support channels to align with business goals.
• Improve customer experience through optimized flows, proactive communication, segmentation, education, and self-service enhancements.
• Manage, coach and support the Assistant CX Manager to oversee daily operations of the offshore CS team.
• Own the execution of the CX calendar, ensuring timely delivery of all initiatives, communications, and operational milestones across teams.
• Own CX workflows and processes across platforms to maintain efficiency, consistency, and service quality.
• Monitor CX performance metrics and translate insights into actionable improvements that increase satisfaction and retention.
• Build frameworks for capturing customer sentiment and feedback; partner cross-functionally to integrate insights into product, digital, and operational roadmaps.
• Oversee CX-related systems, tools, and automations; identify opportunities for optimization and improved customer communication.
• Maintain strong communication with internal teams to ensure CX priorities, insights, and updates are clearly shared.

Qualifications:
• 5+ years of experience in customer service .
• Gorgias, Zendesk or similar CRM experience.
• Proficiency in Shopify or ecommerce platform experience preferred.

Please submit a resume for immediate consideration!