Customer Experience Manager at Frasch – Grand Prairie, Texas

FLSA Classification: Exempt

Location: Grand Prairie, TX

The Customer Experience Manager is a pivotal leadership role overseeing project execution and customer service operations for a manufacturer of PET-based acoustical products in the commercial built environment. This individual leads the inside sales team, including Estimators, Customer Service, and Project Management professionals—and orchestrates seamless operations across quoting, order management, and project delivery. The role is both strategic and hands-on, ensuring every client interaction reflects the company’s commitment to quality and reliability for the architectural and design (A&D) community.

Key Responsibilities

Team Leadership

Supervise, mentor, and inspire the inside sales team (Estimators, Customer Service Representatives, Project Managers).

Foster a culture of accountability, collaboration, and continuous improvement.

Conduct regular team meetings, performance reviews, and training sessions to develop skills and ensure alignment with company goals.

Project Management

Lead end-to-end project execution from quote validation to final delivery, translating architectural specifications into actionable production plans.

Coordinate with engineering, CAD/CAM, purchasing, and manufacturing teams to ensure timely and accurate execution.

Manage project timelines, budgets, and resource allocation using ERP CSI.

Develop and maintain SOPs and Work Instructions for repeatable project workflows.

Monitor KPIs such as quote turnaround, order accuracy, and delivery timelines.

Customer Satisfaction & Experience

Own the end-to-end customer experience from initial inquiry through quoting, order entry, fulfillment, and post-sale follow-up.

Monitor and measure customer satisfaction, proactively identifying opportunities for improvement.

Resolve escalated issues and complaints with urgency and professionalism, ensuring customer confidence is restored and maintained.

Process Optimization

Streamline workflows for quoting, order entry, and project milestone tracking to maximize efficiency and accuracy.

Develop and implement standard operating procedures for inside sales functions.

Leverage technology and reporting tools to reduce errors, optimize lead times, and improve communication throughout the sales cycle.

Engage regularly with outside sales representatives nationwide, ensuring consistent, timely information flow and support.

Serve as the primary internal point of contact for stakeholders and specifiers in the architectural, design, and built environment ecosystem.

Coordinate with external partners to understand project requirements, timelines, and deliverables, ensuring solutions are specified and integrated successfully.

Reporting & Analytics

Track KPIs related to customer experience, order accuracy, quote turnaround, and project completion timelines.

Analyze trends and customer feedback to make data-driven recommendations for process and service enhancements.

Prepare and present regular reports to senior leadership on team performance and customer experience metrics.

Continuous Improvement

Identify areas for improvement in the customer journey, working cross-functionally to implement solutions that enhance satisfaction and loyalty.

Stay current on industry best practices, emerging technologies, and competitor offerings to maintain a market-leading customer experience.

Qualifications

Bachelor’s degree in Business Administration, Architecture, Design, Engineering, or related field (or equivalent experience).

5+ years of experience in customer experience management, inside sales leadership, or project management in a B2B or building products environment.

Proven track record of managing and developing high-performing teams.

Proficiency in ERP CSI (Infor CloudSuite Industrial) is required.

Strong understanding of architectural drawings and acoustical product workflows.

Exceptional communication and interpersonal skills, with an ability to build rapport across a diverse range of stakeholders.

Strong organizational and multitasking abilities, with a keen attention to detail and deadlines.

Proficient with CRM platforms, MS Office Suite, and project management tools.

Familiarity with the architectural, design, and construction industries is highly desirable.

Analytical mindset with a passion for problem-solving and delivering process improvements.

Key Interactions

Inside Sales Team: Daily collaboration to ensure alignment on priorities, process adherence, and customer needs.

Outside Sales Representatives: Frequent communication to coordinate efforts, share updates, and resolve issues.

Customers: Direct involvement throughout the sales and project lifecycle, ensuring expectations are met or exceeded.

Architects, Specifiers, and Designers: Engage to clarify project specifications, provide product knowledge, and support their decision-making process.

Operations and Production: Work cross-functionally to ensure orders are executed accurately, on time, and according to customer requirements.

Reports to Division President and Management peers include: Production Manager, Accounting Manager, Engineering Manager, and National Sales Manager.

Success Criteria

Consistent achievement of high customer satisfaction scores and positive feedback from clients and partners.

Efficient, error-free processes for quoting, order entry, and project management.

Timely delivery of projects in accordance with agreed deadlines.

Development of a motivated, skilled, and collaborative inside sales team.

Strong, productive relationships with outside sales reps and architectural partners nationwide.

Effective identification and mitigation of obstacles or bottlenecks impacting the customer journey.

Equal Employment Opportunity Statement: The Company is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.