Manager Customer Experience

**Job Description** **Customer Experience Manager** Department: Sales Reports To: VP, Sales Schedule: 7:00 AM – 4:00 PM **Position Overview** The Customer Experience Manager is responsible for designing, leading, and continuously enhancing the end\-to\-end customer journey for Western Architectural Openings, part of MITER Brands. This role ensures a seamless, elevated experience across all touchpoints—from initial consultation through post\-installation support—while reinforcing Western’s position as a luxury, design\-forward brand. This leader will build and inspire a high\-performing team, implement best\-in\-class service models, and partner cross\-functionally to deliver a differentiated, white glove customer experience. **Key Responsibilities** * Design and continuously improve the end\-to\-end customer journey, ensuring a seamless, high\-touch experience across all phases: pre\-sale, order management, delivery, installation, and post\-sale support * Lead, mentor, and develop a team of Customer Experience Specialists, fostering a culture of accountability, empathy, and proactive problem\-solving * Implement and manage a single point of contact model, delivering concierge\-level service and elevating the customer experience to align with Western’s luxury brand positioning * Develop and document best\-in\-class processes, playbooks, and training programs to standardize white glove service delivery * Partner cross\-functionally with Operations, Sales, Marketing, Engineering, IT, and Service teams to ensure alignment and a consistent customer experience * Establish and monitor KPIs (customer satisfaction, response times, issue resolution, etc.) and leverage insights to drive continuous improvement * Act as a champion of the Western brand, ensuring every interaction reflects quality, professionalism, and premium service * Demonstrate MITER Brands’ Guiding Principles in all business interactions * Perform other duties as assigned **Qualifications**