Customer Experience Manager

Let Us Power Your Potential 

Taylor Corporation is a dynamic, diversified company with big plans for the future ― and your career. We power our employees’ potential and strive to create opportunity and security for every member of the team. If you’re ready for something bigger ― more challenge, more variety, more pathways for professional growth ― we should talk. We’re passionate about our work, we believe there is always a better way, and we’re looking for people like you. 

Ready to reach your potential? It’s time to look at Taylor. 

Your Oppourtunity: Taylor Corporation is looking for a Customer Experience Manager. This role will play a crucial role in ensuring our customers receive the highest level of service and support. You will be responsible for overseeing the daily operations of the customer experience team, developing and implementing strategies to improve customer satisfaction, and managing customer relationships. Your leadership and expertise will be key in driving customer success and fostering a positive and productive work environment.

Your Responsibilities:

• Lead and Manage the Customer Experience Team: Oversee the day-to-day operations of the customer experience department, including hiring, training, and mentoring customer service representatives. Foster a collaborative and supportive team environment to ensure the team meets performance goals and delivers exceptional service
• Develop and Implement Customer Experience Strategies: Create and execute strategies to enhance customer satisfaction and loyalty. Identify opportunities for process improvements and implement best practices to streamline customer experience operations
• Resolve Customer Issues: Address and resolve complex customer inquiries and complaints in a timely and professional manner. Ensure that customer issues are handled effectively and follow up with customers to ensure their satisfaction
• Monitor and Analyze Performance Metrics: Track key performance indicators (KPIs) to measure the effectiveness of customer service initiatives. Prepare and present regular reports on customer experience performance and make data-driven recommendations for improvements
• Enhance Customer Experience: Continuously evaluate and improve customer experience by gathering feedback, conducting surveys, and implementing changes to meet customer needs and expectations
• Collaborate with Other Departments: Work closely with other departments, such as Operations, Sales, Marketing, and Product Development, to ensure seamless and integrated customer experience. Provide valuable insights and feedback to improve products and services
• Execute on utilization of Customer Experience Tools and Technologies: Ensure that the team is equipped with the necessary resources to provide efficient and effective support

You Must Have:

• Bachelor's degree in Business Administration, Management, or a related field preferred
• Proven experience as a Customer Experience Manager or similar leadership role
• Strong understanding of customer experience principles and practices
• Excellent leadership and team management skills
• Exceptional communication and interpersonal skills
• Ability to handle difficult customer situations with patience and professionalism
• Proficiency in customer service software and tools
• Strong analytical and problem-solving abilities
• Ability to work in a fast-paced and dynamic environment

About Taylor Corporation 

One of the largest graphics communications firms in North America, Taylor’s family of companies provide a diverse set of products, services and technologies addressing the toughest communication challenges. For nearly 50 years, Taylor has been a premier provider of powerful and innovative products, services and expertise for individuals, businesses and distributors large and small. Our 10,000+ employees spanning 26 states and seven countries work diligently to create the interactive, printing and marketing solutions that have helped build some of the world’s more recognizable brands. Everything we do begins with identifying the unique priorities and needs of our customers and crea