Customer Experience Manager

<p>Aimé Leon Dore is looking for a Customer Experience Manager to join our team in New York, New York, reporting directly to Director of Domestic Operations. This position will support ALD’s end-to-end customer journey by overseeing and resolving customer issues across all channels. This role serves as a central point of contact for customer concerns, ensuring timely, accurate, and brand-aligned responses while partnering with internal teams to keep the customer experience smooth and consistent.</p> <p><strong>Duties and Responsibilities</strong></p> <ul> <li>Lead, mentor, and develop a high-performing CX team, fostering a customer-first mindset by implementing regular coaching/QA, managing clear performance goals, providing feedback, and development pathways.</li> <li>Address a broad range of customer concerns, including post-purchase questions, product issues, service complaints, delivery delays, order discrepancies, store interactions, and general feedback.</li> <li>Maintain ALD’s service tone and brand voice in all digital communications while delivering efficient, solutions-oriented resolutions.</li> <li>Serve as the primary CX liaison with internal teams, to ensure voice-of-customer insights are shared and actioned.</li> <li>Partner with all internal teams to align CX initiatives with product rollouts, marketing campaigns, and operational changes, while representing the CX function in cross-departmental communications</li> <li>Work with fulfillment, logistics, and operations teams to troubleshoot order-related concerns, including shipment errors, delays, or damaged goods.</li> <li>Support operational and service improvements by documenting issue trends and proposing small-scale workflow enhancements, while owning strategic decision-making.</li> <li>Identify, lead, evaluate, and deploy workflow automation, AI/chatbot integration, and process digitization to enhance team efficiency and customer self-service.</li> <li>Monitor, analyze, and report on key CX metrics to inform strategy and performance, while regularly presenting performance reports and insights to leadership.</li> <li>Champion a culture of continuous improvement, proactively identifying friction points and implementing solutions.</li> <li>Establish, track, and exceed departmental and personal KPIs — while setting a roadmap for future performance benchmarks.</li> </ul> <p><strong>Qualifications</strong></p> <ul> <li>3–5+ years in customer experience, customer service, hospitality, retail support, or digital support roles.</li> <li>Strong written communication skills with the ability to convey clear, professional, brand-aligned responses.</li> <li>Experience managing high-volume customer inquiries with accuracy and empathy.</li> <li>E