Customer Experience Communications Manager

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          "text": "<p>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.</p><p>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 company continues to expand its U.S. presence.</p><p>&#xa0;</p><p><strong>Essential Duties and Responsibilities</strong></p><p><strong>Customer Experience Operations</strong></p><ul><li>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.).</li><li>Research, evaluate, and recommend vendors for a centralized customer service platform and lead the implementation of the selected solution.</li><li>Develop and maintain a library of approved response templates for common customer questions and concerns, ensuring consistency in tone, accuracy, and brand voice.</li><li>Draft, review, and approve responses for complex or sensitive customer inquiries in collaboration with relevant internal stakeholders.</li><li>Monitor recurring issues and customer sentiment; prepare weekly and monthly reports summarizing trends, store health insights, and opportunities for operational improvement.</li><li>Partner with operations, marketing, and quality teams to translate customer feedback into actionable improvements.</li></ul><p><strong>Corporate Communications Support</strong></p><ul><li>Partner with the Director of Communications to ensure customer-facing communications align with corporate messaging, brand standards, and executive priorities.</li><li>Identify and escalate emerging customer issues or trends that may impact brand reputation.</li><li>Provide customer insights and reporting to support internal communications, leadership updates, FAQs, and broader corporate messaging.</li><li>Ensure consistency between customer responses and company talking points, campaigns, and system-wide communications.</li><li>Support the development of clear messaging during periods of operational change, growth, or heightened customer sensitivity.</li></ul><p>&#xa0;</p>",
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