Customer Experience Manager

Overview

Manage and enhance customer journey for electrification projects

Key Responsibilities

• kpi monitoring
• feedback analysis
• journey mapping
• installation scheduling
• insight integration
• voc process

Tasks

-Develop and monitor key performance indicators (KPIs) related to customer experience, ensuring they reflect the true voice of the customer and drive continuous improvement. -Oversee complex customer issues, change orders, and escalations, working cross-functionally to resolve problems and ensure customer satisfaction while keeping the customer's perspective at the forefront. -Create and implement customer service strategies and initiatives that align with company goals and industry best practices. -Gather, analyze, and act on customer feedback through surveys, reviews, direct interactions, etc. to identify trends, issues, and opportunities for improvement. Use a data-driven approach to present findings and actions to internal stakeholders. -Work closely with Sales, Field Operations, and Engineering teams to ensure that customer insights are integrated into product development, service delivery, and overall business strategy. -Design and deliver training programs to enhance the skills of Customer Service Associates, ensuring they are well-equipped to deliver high-quality service. -Establish Voice of the Customer processes and act as the primary advocate for the customer within the organization, ensuring their needs, preferences, and feedback are central to internal decision-making. -Develop and optimize the customer journey to identify critical touchpoints and project milestones, working with internal stakeholders to improve the overall customer experience from initial contact to post-installation support. -Oversee the timeliness and coordination of installation and inspection scheduling, coordinating Field Operations, building departments, and customers to ensure coordination and alignment.

Requirements

• bachelor's
• crm
• project management
• leadership
• analytical
• customer success

What You Bring

-Comfort with independence, a bias for action, learning quickly, context-switching, and frequent iteration. Ability to make decisions in the absence of perfect information. -A Bachelor's degree. -Exceptional verbal and written communication skills with an emphasis on interpersonal communication and collaboration. -Ability to work cross-functionally, bringing together multiple teams to drive towards a common goal. -Experience deploying systems and software to improve team efficiency and effectiveness. -Experience working with a customer relationship management (CRM) tool and related software/platforms. -Proven leadership, team management, and strategy development capabilities. -The ability to thrive in a fast-past, early-stage company environment. -Prior customer-facing experience in the home renovation or electrification industry. -Strong analytical and problem-solving skills, with the ability to use data to make decisions. -Four or more years of experience in customer success or customer experience management, preferably within the residential construction industry. -Experience with project and/or program management.

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Benefits

-Dental insurance -Vision insurance -Unlimited paid time off -Medical insurance

About Treehouse

-Founded with a mission to revolutionize the built environment with cutting-edge consultancy services. -Specializes in delivering innovative, high-quality solutions for complex infrastructure and transport projects. -Has a proven track record of delivering high-value projects across multiple sectors, from planning through to execution. -Combines strategic insights with technical expertise to help clients navigate challenges and achieve successful outcomes. -Known for its collaborative approach, bringing together multidisciplinary teams to drive project success. -Works with a range of clients including government agencies, private developers, and multinational corporations. -Dedicated to creating sustainable, efficient, and impactful outcomes in every project it undertakes.

Sector Specialisms