Customer Experience Manager

BostonFAM is not your typical retail furniture company. We're a employee-owned business that's committed to helping our customers create amazing rooms. But that's not all we do. We're also passionate about personal and professional development. We believe in empowering our employee-owners to reach their full potential by offering a supportive culture, one-on-one coaching, comprehensive training, and valuable resources.

At BostonFAM, we know that when our team members thrive, our business thrives too.Our success is built on the success of our employee-owners. We're proud to be a family of brands that include Ashley Furniture, Ashley Outlets, and Furniture & Appliance Mart. But what really sets us apart is our unique company culture. We're not just a place to work - we're a community of individuals who are dedicated to helping each other achieve our dreams and goals.

What we offer:

• Personal and Professional Development opportunities
• Employee Stock Ownership Plan (ESOP)
• Paid-Time Off
• Paid birthday holiday
• Paid Parental Leave
• Educational Reimbursement
• Generous product discount
• 401K retirement plan with company match
• Health, Life, Dental, and Vision Insurance
• Long, short term disability insurance
• Fun company activities - involvement in the community!

What you will be doing each day:

• Execute and maintain daily standard work in assigned location(s).
• Lead, coach, and develop CX team members to ensure consistent, high-quality customer service.
• Implement customer experience strategies that align with business objectives and improve service delivery.
• Analyze customer feedback, surveys, and key performance indicators (KPIs) to identify trends and drive improvements.
• Deliver training programs and ongoing coaching to enhance frontline employees' skills in customer engagement and issue resolution.
• Ensure adherence to company policies, service standards, and escalation procedures to maintain customer satisfaction.
• Support the escalation resolution process, working with teams to address complex customer concerns effectively.
• Collaborate with cross-functional teams (sales, operations, IT) to streamline customer interactions and optimize CX tools.
• Maintain up-to-date knowledge of customer experience trends and best practices to drive continuous improvement.
• Conduct regular performance evaluations and hold team meetings to ensure alignment with company objectives.

We are looking for individuals with:

• Education: Bachelor’s degree in business administration, marketing, psychology, organizational leadership, or a related field.
• Experience: Minimum of 3-5 years in customer experience, customer service leadership, or a related field.
• Certifications (Preferred): Certified Customer Experience Professional (CCXP),Project Management (PMP), Six Sigma or Process Improvement Certification
• Strong leadership and team development skills.
• Excellent verbal and written communication abilities.
• Proficiency in customer experience tools, CRM software, and learning management systems (LMS).
• Analytical mindset with the ability to interpret data and implement improvements.
• Basic accounting and money management skills.
• Strong organizational skills with the ability to manage multiple projects effectively.
• Ability to collaborate cross-functionally and drive alignment across teams.

To apply or learn more about our company, we encourage you to check out our Careers page at: www.joinbfd.com

BostonFAM is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class