Customer Experience (CX) Manager

Cleveland Brothers, the largest Cat® dealer in Pennsylvania, northern West Virginia, and western Maryland, has an immediate opportunity for a Customer Experience (CX) Manager.

 

Position Summary:

 

Cleveland Brothers is seeking a strategic and data-driven Customer Experience (CX) Manager to lead the end-to-end customer journey. This role is not just about measuring satisfaction; it is about driving operational improvements that increase customer retention and lifetime value.

Using a deep understanding of dealership operations and market insights, the CX Manager will act as the "Voice of the Customer," identifying friction points in our Sales, Rental, Parts, and Service processes and collaborating with leadership to fix them. This role requires a balance of analytical thinking, process improvement, and the ability to influence cross-functional teams to adopt a customer-first mindset.

 

Primary Responsibilities:

1. Voice of the Customer (VoC) & Insights Engine (30%)

• Own the Net Promoter Score (NPS) Ecosystem: Manage the dealership’s NPS program in strict alignment with Caterpillar’s CX standards. Ensure governance, data integrity, and high response rates.
• The Closed Loop Process: Manage the daily workflow of customer feedback. Ensure that 100% of Detractor and Passive alerts are routed to the correct managers and that follow-up calls are completed and documented within 48 hours.
• Root Cause Analysis: Move beyond the "score." Analyze feedback text and survey data to identify systemic trends (e.g., "Parts availability is fine, but billing accuracy is low") and present these findings to the Executive Team.

1. Process Improvement & Journey Mapping (25%)

• Friction Reduction: Lead continuous improvement initiatives to streamline customer-facing processes. Work directly with Service Managers to redesign workflows that cause customer frustration.
• Journey Mapping: Create and maintain Current State vs. Future State maps for critical touchpoints (e.g., The Service Repair process, The Equipment Delivery process) to identify gaps in communication or execution.
• Operational Integration: Embed CX standards into operational procedures, ensuring that Customer Experience is a defined step in every transaction, not an afterthought.

1. CX Strategy & Culture Leadership (20%)

• Strategy Deployment: Partner with the Executive Team to define the annual CX roadmap. Set specific goals for Retention, Loyalty, and Ease of Doing Business.
• Culture & Training: Collaborate with Human Resources to integrate CX standards into new hire onboarding. Develop and deliver Service Excellence training modules for frontline staff (Technicians, Parts Counter, Sales Reps).
• Caterpillar Liaison: Together with the Director of Marketing, serve as the primary point of contact for Caterpillar regarding CX initiatives, ensuring the dealership remains compliant with programs and requirements.

1. Measurement, Reporting & ROI (15%)

• Dashboards: Maintain real-time dashboards that provide leadership with clear visibility into NPS performance, resolution times, and At-Risk revenue.
• Accountability Reviews: Together with the Director of Marketing, lead monthly/quarterly CX reviews with Divisional VPs. Challenge leadership on low-performing areas and celebrate high-performing branches.
• Churn Analysis: Work with Sales Operations to correlate NPS scores with customer spending behavior to prove the ROI of CX initiatives.

1. Reputation Management & Escalation (10%)

• Digital Reputation: Develop the strategy and process of managing all public customer reviews (Google, Facebook, etc.). Ensure responses are professional, timely, and aligned with brand voice.
• Escalation Protocol: Act as the secondary point of contact for severe customer grievances that cannot be resolved at the branch level. Mediate solutions that balance customer satisfaction with dealership profitability.

Skills / Knowledge / Qualifications:

Education & Experience:

• Education: Bachelor’s degree in Business Administration, Operations Management, Marketing, or a related field.
• Experience: 5+ years of experie