Client Experience Manager

Great Day ImprovementsPhoenix, AZ, US

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Great Day Improvements - Client Experience Manager

Patio Enclosures is a leading provider of high-quality sunrooms, screen rooms, and patio solutions. We are committed to delivering exceptional experiences to our customers from the first interaction through project completion.

We are seeking a client experience manager to lead our "great experience" team in ensuring that every client receives top-tier service. This role is ideal for a results-driven professional with strong leadership, organizational, and communication skills who thrives in a fast-paced, customer-focused environment.

Pay : $70,000.00 per salary / plus performance bonuses

Location : Hybrid (Phoenix, AZ)

Responsibilities

Team Leadership & Performance Management
Lead, coach, and motivate the "great experience" team to meet and exceed customer satisfaction goals.
Conduct regular performance evaluations, provide feedback, and develop action plans for team growth.
Monitor team metrics to ensure service levels and response times are consistently met.
Client Experience Oversight
Ensure a seamless and positive customer journey from initial contact to project completion.
Resolve escalated customer concerns with professionalism and efficiency.
Collaborate with internal departments to streamline communication and project updates for clients.
Reporting & Analytics
Track and analyze customer satisfaction metrics, team performance data, and key KPIs.
Prepare regular reports for leadership with actionable insights to improve client experience.
Product Knowledge & Training
Maintain in-depth knowledge of patio enclosures products, services, and processes.
Provide ongoing training to the great experience team to enhance product knowledge and customer communication.
Continuous Improvement
Identify opportunities to enhance the client experience through improved processes, tools, and best practices.
Participate in strategic planning to develop initiatives that drive client satisfaction and loyalty.

Qualifications

3+ years of experience in client services, customer success, or related leadership role (home improvement or construction industry preferred).

Strong leadership and team management skills with proven experience in coaching and performance management.

Excellent communication, problem-solving, and conflict resolution abilities.

Proficient in reporting, analytics, and CRM or customer management systems.

Highly organized, detail-oriented, and adaptable in a fast-paced environment

Compensation & Benefits :

Performance bonuses : Based on team and company performance

Comprehensive health, dental, and vision insurance

401(k) with company match

Paid time off and company holidays

Opportunities for professional development and growth

GDI is an equal employment opportunity employer

INDGDI

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Client Experience Manager • Phoenix, AZ, US