Mcc Group

Mcc Group

Manager, Customer Experience (CXM)

Chesapeake, Virginia

Sponsorship not specified$128k-$147kDetected 14 days ago
CRMSalesSAPERPRecruitingPerformance ManagementCustomer SupportLeadershipCommunicationCollaborationMicrosoft Office

About the role

  • The CXM serves as a customer advocate and cross-functional leader, partnering closely with Sales, Marketing, Production, and external vendors to improve customer satisfaction, reduce churn, and strengthen brand loyalty.
  • Success in this role requires strong analytical skills, operational excellence, and a customer-centric mindset grounded in data-driven decision-making.
  • Duties, responsibilities, and activities may change at any time without notice.

Requirements

  • To perform this job successfully, an individual must be able to perform each essential duty.
  • The requirements listed below are representative of the knowledge, skills, and/or abilities required to successfully perform in this position.
  • Strong knowledge of customer service principles and best practices
  • Extensive experience with SAP and CRM systems
  • Working knowledge of sales & distribution management and import/export processes
  • Strong understanding of customer journey mapping and CX best practices.
  • To perform this job successfully, an individual must be able to perform each essential duty. The requirements listed below are representative of the knowledge, skills, and/or abilities required to successfully perform in this position. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions of this job.
  • Education:
  • Equivalent combination of education and experience will be considered
  • Knowledge:

Nice to have

  • Bachelor's Degree in Business Management, Communication, Marketing or a related field preferred
  • 7+ years of experience in Customer Service, Sales Operations, or Customer Experience-focused roles
  • Prior management or team leadership experience preferred
  • Experience working cross-functionally with Sales, Marketing, and Operations teams

Skills

  • Exceptional interpersonal skills with the ability to influence across all levels of the organization
  • Proactive, solution-oriented approach to improving customer outcomes.
  • Ability to manage multiple priorities, initiatives, and deadlines.
  • Proficiency in Microsoft Office suite and customer feedback tools
  • Pay Transparency
  • Competitive Benefits
  • Benefits begin on DAY 1!
  • Employee Assistance Programs
  • Curated Self-Paced Learning & Development Programs for all Employees

Compensation

  • The salary range for this position is $128,400 - $147,000.
  • Factors such as scope and responsibilities of the position, candidate's work experience, education/training, job-related skills, internal peer equity, as well as market and business considerations may influence base pay offered.
  • This salary will be subject to a geographic adjustment (according to a specific city and state), if an authorization is granted to work outside of the location listed in this posting.

Company info

  • MCA - Alpolic
  • Job Description:
  • The Manager, Customer Experience (CXM) is responsible for leading and optimizing the end-to-end customer journey, ensuring a seamless, consistent, and high-quality experience across all customer touchpoints-from initial inquiry through post-purchase support and retention.
  • This role combines strategic customer experience leadership with hands-on operational oversight of customer service, sales support, and customer-facing marketing initiatives.
  • Customer Journey & Experience Optimization
  • Analyze and map the end-to-end customer lifecycle to identify friction points, risks, and opportunities for improvement.
  • Develop and execute customer experience strategies that improve CSAT, NPS, CES, and retention.
  • Act as the internal voice of the customer, advocating for improvements that enhance loyalty and long-term value.
  • Customer Service & Sales Support Operations
  • Manage the Customer Service department and Marketing Administrative (Coordinators) staff.
  • Serve as the primary liaison between Customer Service, Sales, Production, and Marketing teams.
  • Ensure timely, accurate execution of:
  • Order entry (domestic, export, and special orders)
  • Shipping coordination, order scheduling, and delivery communication
  • Color match requests and custom product inquiries
  • Warranty claims, billing issues, and quality concerns
  • Coordinate sales and customer requests with production planning to align
  • inventory, scheduling, and delivery expectations.
  • Data, Feedback & Performance Management
  • Collect, analyze, and act on customer feedback using tools such as NPS, CSAT, CES, surveys, and CRM reporting.
  • Monitor trends, churn indicators, and customer behavior to drive proactive improvements.
  • Maintain accurate customer data across CRM and ERP platforms (SAP, CRM systems).
  • Customer-Facing Programs & Marketing Collaboration
  • Oversee customer-facing programs such as sampling, fulfillment initiatives, trade shows, and events to ensure cohesive brand experience.
  • Collaborate with Marketing to support customer communications, process improvements, and internal enablement tools.
  • Support marketing and sales initiatives that enhance customer engagement and operational efficiency.
  • Leadership & Cross-Functional Collaboration
  • Lead, coach, and develop team members, fostering a customer-centric, high-performance culture.
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This listing is sourced directly from Mcc Group's careers page and normalized into a canonical job model.