Senior Manager Customer Excellence

Senior Manager, Customer Excellence 

Position Overview 

The Senior Manager, Customer Excellence will lead the design, launch, and ongoing management of a new end-to-end customer experience (CX) program for the UBIF retail business. Serving as the chief advocate and architect of a customer-centric culture, this leader sets strategy, builds coalitions, develops talent, and drives organizational change to embed CX excellence into daily operations. The role owns the CX vision and roadmap, partnering across Retail Operations, Field Leadership, Digital/Product, Marketing, and Customer Care to embed customer-centric practices and hold the organization accountable for outcomes. The ideal candidate brings a proven track record building CX programs in multi-location retail, developing high-performing teams, and influencing executives and frontline leaders to drive lasting cultural and behavioral change. 

Key Responsibilities 

• Design and launch the UBIF customer experience program, defining vision, operating model, governance, and a scalable roadmap that optimizes customer and business impact. 

• Set the strategic agenda for CX measurement; define what matters and why, and ensure teams act on customer insights to deliver prioritized, measurable improvements. 

• Assess and prioritize end-to-end customer journeys across retail and digital touchpoints; identify friction points that risk loyalty and revenue, and lead cross-functional decisions and trade-offs to improve them. 

• Define and champion customer experience standards, service principles, and behavioral expectations for retail locations; drive adoption through field partnerships, hiring, training, and performance management. 

• Build and lead a CX Center of Excellence for escalation management, fostering a culture of service recovery, ownership, and continuous learning to resolve complex issues and prevent recurrence. 

• Lead change management and frontline enablement for CX initiatives; coach field and store leaders and serve as a visible champion of customer-centric culture. 

• Build executive alignment on CX priorities; craft business cases grounded in customer and business outcomes and influence senior leaders to invest in and sustain improvements. 

• Lead cross-functional workstreams with Product, Marketing, and Technology to ensure customer standards are reflected in tools, decisions, and experiences. 

• Champion continuous improvement and learning; set test-and-learn agendas, interpret results, and embed customer-centric practices in operations and leadership behaviors. 

• Develop, coach, and retain a high-performing team; establish clear direction, accountability, strong team culture, and manage vendor/partner relationships with rigor. 

Education and Experience 

• Bachelor's degree in Business, Marketing, Operations, or related field; advanced degree preferred. 

• 8+ years of progressive experience in customer experience, retail operations, or service design, including 3+ years in a people leadership role with a track record of developing and retaining talent. 

• Demonstrated success designing and launching CX programs and standards in a multi-location retail environment, driving lasting behavioral and cultural change. <