Customer Experience Manager

Now is a great time to join our growing company! The Millennium Group (TMG) is an award-winning business process outsourcing firm focused on print, mail, document scanning, reception, and related office support services for Fortune 500 companies, professional service firms, and institutions of higher education. TMG is looking for highly motivated, enthusiastic team players interested in a career rather than just a job. With a team of over 1,500 nationwide associates, TMG is seeking an individual who can uniquely contribute to our 30+ years of success in the industry.

Position Summary:

We are seeking a strategic and customer-focused Customer Experience Manager to lead initiatives that enhance the customer journey and drive engagement, satisfaction, and loyalty. The ideal candidate will have a strong analytical mindset, a passion for understanding customer needs, and the ability to translate insights into actionable improvements.

Key Responsibilities:

• Develop and execute a comprehensive customer experience strategy aligned with overall business objectives.
• Analyze customer feedback, behavior, and data to identify pain points and opportunities for improvement.
• Collaborate with cross-functional teams to refine products, services, and processes based on customer insights.
• Design and manage customer feedback mechanisms, including surveys, interviews, and focus groups.
• Track and report on customer satisfaction metrics and key performance indicators (KPIs).
• Create and deliver training programs to promote a customer-first culture across the organization.
• Advocate for the voice of the customer in strategic planning and decision-making processes.
• Effectively resolve customer issues escalated by frontline teams to ensure high-quality service recovery.

Qualifications:

• Bachelor's degree in Business Administration, Marketing, or a related field.
• Minimum of 5 years of experience in customer experience management or a similar customer-facing role.
• Demonstrated success in developing and implementing customer experience strategies.
• Strong analytical and problem-solving skills with the ability to interpret data and generate insights.
• Excellent communication, presentation, and interpersonal skills.
• Proven ability to lead cross-functional collaboration and influence stakeholders.
• Proficiency with CRM software and customer experience tools.