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Customer Experience Communications Manager

E183ba3c 0ab5 4532 Ab5f 7c8b97068480 19000101 000001 · Buena Park, CA, US, Buena Park, CA · Active · $91,000–$125,000 / year · ADP Workforce Now Recruiting

Job facts

FieldValue
CompanyE183ba3c 0ab5 4532 Ab5f 7c8b97068480 19000101 000001
TitleCustomer Experience Communications Manager
Normalized title-
Department / team-
LocationBuena Park, CA, United States
Work model-
Employment typeFull Time
Salary$91,000–$125,000 / year
Statusactive
ATS providerADP Workforce Now Recruiting
Posted / first seen2026-03-16 / 2026-05-31
Changed / last seen2026-06-06 / 2026-06-06

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Company jobsActive postings from E183ba3c 0ab5 4532 Ab5f 7c8b97068480 19000101 000001.Open
Company breakdownsRole, location, ATS, and work model facets for this company.Open
ATS provider jobsActive postings observed through ADP Workforce Now Recruiting.Open
Provider filtered searchThe same provider as a filtered job collection.Open
City jobsActive postings in Buena Park.Open
Lifecycle eventsOpen, update, close, and reopen events for this posting.Open
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Linked records

CompanyE183ba3c 0ab5 4532 Ab5f 7c8b97068480 19000101 000001
Source46fdb12d-bb93-4c22-9047-52ee500c418c
ATS providerADP Workforce Now Recruiting

Description

Customer Experience Communications Manager Department: COO Reports To: Director of Communications Location: Buena Park, CA (Greater Los Angeles Metropolitan Area) Job Type: Full-Time, Exempt Grade Level: G5 About Us At CJ Foodville USA, TOUS les JOURS, we’re more than just a place to grab a pastry and coffee—we’re a neighborhood hub where warmth, quality, and connection come together, K-bakery and café style, offering breads, pastries, cakes and beverages. As a growing franchise network with a commitment to brand consistency and exceptional guest experiences, we are seeking a proactive and highly organized Customer Experience Communications Manager to oversee the intake, coordination, and analysis of customer inquiries and feedback across multiple channels while supporting corporate communications initiatives. Position Summary This role ensures that customer concerns are addressed quickly, accurately, and consistently, and that responses reflect the TOUS les JOURS brand voice and company values. The position also provides leadership visibility into customer sentiment, store performance trends, and emerging issues that could impact brand reputation. As a newly created position, the Customer Experience Communications Manager will play a key role in building scalable processes, shaping the long-term structure of the function, and strengthening the connection between customer experience insights and corporate communications. This role is ideal for a professional who thrives in a fast-paced, growth-oriented environment and enjoys balancing strategic thinking with hands-on execution as TOUS les JOURS continues to expand its U.S. presence. Essential Duties and Responsibilities Customer Experience Operations Manage the end-to-end flow of customer inquiries and feedback across all channels, ensuring timely routing and resolution by the appropriate internal teams (Operations, Marketing, Quality Control, Store Leadership, etc.). Research, evaluate, and recommend vendors for a centralized customer service platform and lead the implementation of the selected solution. Develop and maintain a library of approved response templates for common customer questions and concerns, ensuring consistency in tone, accuracy, and brand voice. Draft, review, and approve responses for complex or sensitive customer inquiries in collaboration with relevant internal stakeholders. Monitor recurring issues and customer sentiment; prepare weekly and monthly reports summarizing trends, store health insights, and opportunities for operational improvement. Partner with operations, marketing, and quality teams to translate customer feedback into actionable improvements. Corporate Communications Support Partner with the Director of Communications to ensure customer-facing communications align with corporate messaging, brand standards, and executive priorities. Identify and escalate emerging customer issues or trends that may impact brand reputation. Provide customer insights and reporting to support internal communications, leadership updates, FAQs, and broader corporate messaging. Ensure consistency between customer responses and company talking points, campaigns, and system-wide communications. Support the development of clear messaging during periods of operational change, growth, or heightened customer sensitivity. Qualifications Bachelor’s degree in Business, Communications, or a related field, or equivalent professional experience. Minimum of 5 years of experience in customer success, customer service, support management, communications, or a related discipline. Exceptional written and verbal communication skills with a strong customer-focused and brand-centered mindset. Demonstrated ability to build processes and systems from the ground up while remaining hands-on in execution. Strong analytical skills with experience creating and interpreting reports, dashboards, or performance metrics. Highly organized with the ability to manage multiple priorities and stakeholders. Experience with CRM systems, ticketing tools, or customer feedback platforms. Ability to collaborate cross-functionally and influence stakeholders without direct authority. Core Competencies Strategic thinking with strong execution capability Proactive problem-solving and prioritization Attention to detail and consistency in messaging Strong interpersonal and collaboration skills Ability to remain calm and professional under pressure Commitment to continuous improvement What We Offer A dynamic and collaborative work environment with a mission-driven brand. Opportunities for growth in a rapidly expanding franchise network. Competitive salary and benefits package. A chance to help shape the voice of an emerging and beloved community brand.

Full job record

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Source ID46fdb12d-bb93-4c22-9047-52ee500c418c
Board ID46fdb12d-bb93-4c22-9047-52ee500c418c
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TitleCustomer Experience Communications Manager
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First Seen At2026-05-31 18:28:38Z
Last Seen At2026-06-06 12:56:49Z
Last Checked At2026-06-06 12:56:49Z
Last Changed At2026-06-06 12:56:49Z
Inactive At—
Source Posted At2026-03-16 18:31:00Z
Source Updated At—
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    "requisitionDescription": "<div><p style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:\"Aptos\",sans-serif;' data-pasted=\"true\"><strong><span style='font-size:15px;line-height:115%;font-family:\"CJ ONLYONE NEW body Regular\";'>Customer Experience Communications Manager</span></strong></p><p style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:\"Aptos\",sans-serif;'><strong><span style='font-size:15px;line-height:115%;font-family:\"CJ ONLYONE NEW body Regular\";'>Department:</span></strong><span style='font-size:15px;line-height:115%;font-family:\"CJ ONLYONE NEW body Regular\";'>&nbsp;COO<br> <strong>Reports To:</strong> Director of Communications<br> <strong>Location:</strong> Buena Park, CA (Greater Los Angeles Metropolitan Area)<br> <strong>Job Type:</strong> Full-Time, Exempt<br> <strong>Grade Level:</strong> G5<br></span></p><p style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:normal;font-size:16px;font-family:\"Aptos\",sans-serif;'><br></p><p style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:normal;font-size:16px;font-family:\"Aptos\",sans-serif;'><strong><span style='font-size:15px;font-family:\"CJ ONLYONE NEW body Regular\";'>About Us</span></strong></p><p style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:\"Aptos\",sans-serif;'><span style='font-size:15px;line-height:115%;font-family:\"CJ ONLYONE NEW body Regular\";'>At CJ Foodville USA, TOUS les JOURS, we&rsquo;re more than just a place to grab a pastry and coffee&mdash;we&rsquo;re a neighborhood hub where warmth, quality, and connection come together, K-bakery and caf&eacute; style, offering breads, pastries, cakes and beverages.&nbsp;</span></p><p style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:\"Aptos\",sans-serif;'><span style='font-size:15px;line-height:115%;font-family:\"CJ ONLYONE NEW body Regular\";'>As a growing franchise network with a commitment to brand consistency and exceptional guest experiences, we are seeking a proactive and highly organized <strong>Customer Experience Communications Manager</strong> to oversee the intake, coordination, and analysis of customer inquiries and feedback across multiple channels while supporting corporate communications initiatives.</span></p><p style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:normal;font-size:16px;font-family:\"Aptos\",sans-serif;'><br></p><p style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:normal;font-size:16px;font-family:\"Aptos\",sans-serif;'><strong><span style='font-size:15px;font-family:\"CJ ONLYONE NEW body Regular\";'>Position Summary</span></strong></p><p style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:\"Aptos\",sans-serif;'><span style='font-size:15px;line-height:115%;font-family:\"CJ ONLYONE NEW body Regular\";'>This role ensures that customer concerns are addressed quickly, accurately, and consistently, and that responses reflect the TOUS les JOURS brand voice and company values. The position also provides leadership visibility into customer sentiment, store performance trends, and emerging issues that could impact brand reputation.</span></p><p style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:\"Aptos\",sans-serif;'><span style='font-size:15px;line-height:115%;font-family:\"CJ ONLYONE NEW body Regular\";'>As a newly created position, the Customer Experience Communications Manager will play a key role in building scalable processes, shaping the long-term structure of the function, and strengthening the connection between customer experience insights and corporate communications.</span></p><p style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:\"Aptos\",sans-serif;'><span style='font-size:15px;line-height:115%;font-family:\"CJ ONLYONE NEW body Regular\";'>This role is ideal for a professional who thrives in a fast-paced, growth-oriented environment and enjoys balancing strategic thinking with hands-on execution as TOUS les JOURS continues to expand its U.S. presence.</span></p><p style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:\"Aptos\",sans-serif;'><br></p><p style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:\"Aptos\",sans-serif;'><strong><span style='font-size:15px;line-height:115%;font-family:\"CJ ONLYONE NEW body Regular\";'>Essential Duties and Responsibilities</span></strong></p><p style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:.25in;line-height:115%;font-size:16px;font-family:\"Aptos\",sans-serif;'><strong><span style='font-size:15px;line-height:115%;font-family:\"CJ ONLYONE NEW body Regular\";'>Customer Experience Operations</span></strong></p><div style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:\"Aptos\",sans-serif;'><ul style=\"margin-bottom:0in;list-style-type: disc;margin-left: 0.25in;\"><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family: initial;\"><span style='line-height:115%;font-family:\"CJ ONLYONE NEW body Regular\";font-size:15px;'>Manage the end-to-end flow of customer inquiries and feedback across all channels, ensuring timely routing and resolution by the appropriate internal teams (Operations, Marketing, Quality Control, Store Leadership, etc.).</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family: initial;\"><span style='line-height:115%;font-family:\"CJ ONLYONE NEW body Regular\";font-size:15px;'>Research, evaluate, and recommend vendors for a centralized customer service platform and lead the implementation of the selected solution.</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family: initial;\"><span style='line-height:115%;font-family:\"CJ ONLYONE NEW body Regular\";font-size:15px;'>Develop and maintain a library of approved response templates for common customer questions and concerns, ensuring consistency in tone, accuracy, and brand voice.</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family: initial;\"><span style='line-height:115%;font-family:\"CJ ONLYONE NEW body Regular\";font-size:15px;'>Draft, review, and approve responses for complex or sensitive customer inquiries in collaboration with relevant internal stakeholders.</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family: initial;\"><span style='line-height:115%;font-family:\"CJ ONLYONE NEW body Regular\";font-size:15px;'>Monitor recurring issues and customer sentiment; prepare weekly and monthly reports summarizing trends, store health insights, and opportunities for operational improvement.</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family: initial;\"><span style='line-height:115%;font-family:\"CJ ONLYONE NEW body Regular\";font-size:15px;'>Partner with operations, marketing, and quality teams to translate customer feedback into actionable improvements.</span></li></ul></div><p style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:.25in;line-height:115%;font-size:16px;font-family:\"Aptos\",sans-serif;'><strong><span style='font-size:15px;line-height:115%;font-family:\"CJ ONLYONE NEW body Regular\";'>Corporate Communications Support</span></strong></p><div style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:\"Aptos\",sans-serif;'><ul style=\"margin-bottom:0in;list-style-type: disc;margin-left: 0.25in;\"><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family: initial;\"><span style='line-height:115%;font-family:\"CJ ONLYONE NEW body Regular\";font-size:15px;'>Partner with the Director of Communications to ensure customer-facing communications align with corporate messaging, brand standards, and executive priorities.</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family: initial;\"><span style='line-height:115%;font-family:\"CJ ONLYONE NEW body Regular\";font-size:15px;'>Identify and escalate emerging customer issues or trends that may impact brand reputation.</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family: initial;\"><span style='line-height:115%;font-family:\"CJ ONLYONE NEW body Regular\";font-size:15px;'>Provide customer insights and reporting to support internal communications, leadership updates, FAQs, and broader corporate messaging.</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family: initial;\"><span style='line-height:115%;font-family:\"CJ ONLYONE NEW body Regular\";font-size:15px;'>Ensure consistency between customer responses and company talking points, campaigns, and system-wide communications.</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family: initial;\"><span style='line-height:115%;font-family:\"CJ ONLYONE NEW body Regular\";font-size:15px;'>Support the development of clear messaging during periods of operational change, growth, or heightened customer sensitivity.</span></li></ul></div><p style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:\"Aptos\",sans-serif;'><br></p><p style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:\"Aptos\",sans-serif;'><strong><span style='font-size:15px;line-height:115%;font-family:\"CJ ONLYONE NEW body Regular\";'>Qualifications</span></strong></p><ul style=\"margin-bottom:0in;margin-top:0in;\" type=\"disc\"><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family: initial;\"><span style='font-size:15px;line-height:115%;font-family:\"CJ ONLYONE NEW body Regular\";'>Bachelor&rsquo;s degree in Business, Communications, or a related field, or equivalent professional experience.</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family: initial;\"><span style='font-size:15px;line-height:115%;font-family:\"CJ ONLYONE NEW body Regular\";'>Minimum of <strong>5 years of experience</strong> in customer success, customer service, support management, communications, or a related discipline.</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family: initial;\"><span style='font-size:15px;line-height:115%;font-family:\"CJ ONLYONE NEW body Regular\";'>Exceptional written and verbal communication skills with a strong customer-focused and brand-centered mindset.</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family: initial;\"><span style='font-size:15px;line-height:115%;font-family:\"CJ ONLYONE NEW body Regular\";'>Demonstrated ability to build processes and systems from the ground up while remaining hands-on in execution.</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family: initial;\"><span style='font-size:15px;line-height:115%;font-family:\"CJ ONLYONE NEW body Regular\";'>Strong analytical skills with experience creating and interpreting reports, dashboards, or performance metrics.</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family: initial;\"><span style='font-size:15px;line-height:115%;font-family:\"CJ ONLYONE NEW body Regular\";'>Highly organized with the ability to manage multiple priorities and stakeholders.</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family: initial;\"><span style='font-size:15px;line-height:115%;font-family:\"CJ ONLYONE NEW body Regular\";'>Experience with CRM systems, ticketing tools, or customer feedback platforms.</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family: initial;\"><span style='font-size:15px;line-height:115%;font-family:\"CJ ONLYONE NEW body Regular\";'>Ability to collaborate cross-functionally and influence stakeholders without direct authority.</span></li></ul><p style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:\"Aptos\",sans-serif;'><br></p><p style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:\"Aptos\",sans-serif;'><strong><span style='font-size:15px;line-height:115%;font-family:\"CJ ONLYONE NEW body Regular\";'>Core Competencies</span></strong></p><ul style=\"margin-bottom:0in;margin-top:0in;\" type=\"disc\"><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family: initial;\"><span style='font-size:15px;line-height:115%;font-family:\"CJ ONLYONE NEW body Regular\";'>Strategic thinking with strong execution capability</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family: initial;\"><span style='font-size:15px;line-height:115%;font-family:\"CJ ONLYONE NEW body Regular\";'>Proactive problem-solving and prioritization</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family: initial;\"><span style='font-size:15px;line-height:115%;font-family:\"CJ ONLYONE NEW body Regular\";'>Attention to detail and consistency in messaging</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family: initial;\"><span style='font-size:15px;line-height:115%;font-family:\"CJ ONLYONE NEW body Regular\";'>Strong interpersonal and collaboration skills</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family: initial;\"><span style='font-size:15px;line-height:115%;font-family:\"CJ ONLYONE NEW body Regular\";'>Ability to remain calm and professional under pressure</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family: initial;\"><span style='font-size:15px;line-height:115%;font-family:\"CJ ONLYONE NEW body Regular\";'>Commitment to continuous improvement</span></li></ul><p style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:\"Aptos\",sans-serif;'><br></p><p style='margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family:\"Aptos\",sans-serif;'><strong><span style='font-size:15px;line-height:115%;font-family:\"CJ ONLYONE NEW body Regular\";'>What We Offer</span></strong></p><ul style=\"margin-bottom:0in;margin-top:0in;\" type=\"disc\"><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family: initial;\"><span style='font-size:15px;line-height:115%;font-family:\"CJ ONLYONE NEW body Regular\";'>A dynamic and collaborative work environment with a mission-driven brand.</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family: initial;\"><span style='font-size:15px;line-height:115%;font-family:\"CJ ONLYONE NEW body Regular\";'>Opportunities for growth in a rapidly expanding franchise network.</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family: initial;\"><span style='font-size:15px;line-height:115%;font-family:\"CJ ONLYONE NEW body Regular\";'>Competitive salary and benefits package.</span></li><li style=\"margin-top:0in;margin-right:0in;margin-bottom:8.0pt;margin-left:0in;line-height:115%;font-size:16px;font-family: initial;\"><span style='font-size:15px;line-height:115%;font-family:\"CJ ONLYONE NEW body Regular\";'>A chance to help shape the voice of an emerging and beloved community brand.</span></li></ul></div>\n",
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