Customer Experience Manager

Customer Experience Manager

FX Matt Saranac Brewing Co. is seeking a dynamic and customer-focused Customer Experience Manager to join our team. The ideal candidate will be responsible for designing and implementing strategies to improve the overall customer experience and ensuring customer satisfaction. This role requires collaboration across departments to align customer service processes and deliver exceptional service that meets and exceeds customer expectations. We will work as one team to create an experience where our customers will leave having had a great time and knowing that we make world-class, award-winning products.

Key Responsibilities:

• Develop and execute customer experience strategies that enhance customer satisfaction.
• Lead initiatives that improve customer service quality and operational efficiency.
• Monitor customer feedback and analyze data to identify trends and areas for improvement.
• Collaborate with sales, marketing, and support teams to ensure a seamless customer journey.
• Manage customer service teams, providing coaching and support to achieve performance goals.
• Plan and coordinate all advertising promotions, and social planning for VIP Tasting Tours, company & corporate events.
• Drive continuous improvement initiatives based on customer insights and industry best practices.
• Promote growth for the Brewery Visitor Center (Biergarten/Tavern/Events/Gift Shop) by creating events and an experiences that will establish the Brewery as a “must go” destination.

Requirements

Qualifications and Skills:

• Work experience preferred in hospitality, restaurant or retail industry.
• 3+ years of experience in customer experience, customer service management, or related roles.
• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Ability to analyze customer feedback and translate insights into actionable strategies.
• Problem-solving skills and the ability to handle escalated customer issues effectively.
• Detail-oriented with strong organizational and project management skills.
• Passionate about customer satisfaction and driving business growth through excellent service.

Benefits

Schedule: Tuesday - Saturday

Salary Range: $60,000 - $75,000

Benefits include: Health, Dental & Vision Insurance • Life & Disability Insurance • 401(k) with Match • FSA • Employee Assistance Program • Paid Time Off & Paid Sick Time

FX Matt Brewery is an Equal Opportunity Employer and considers all applicants without regard to race, religion, creed, color, sex, age, national origin, disability, sexual orientation, gender identity or expression, transgender status, marital or family status, pregnancy, military/veteran status, genetic information, arrest or conviction record, domestic violence victim status, or any other protected class under applicable federal, state, and local law.