Customer Experience Manager in Little Rock, Arkansas at Fairway All Brands Page

Position Summary

We are seeking a strategic, hands-on Customer Experience Manager to build and lead a newly formed proactive engagement team within our call center operation. This team will own customer interactions across outbound phone outreach, chat, SMS, and email — executing retention strategies and creating intentional experiences that strengthen customer loyalty.

This is not a traditional support role. The ideal candidate will design workflows, identify customer friction points, and build communication strategies — across both voice and digital channels — that reduce inbound volume and elevate the customer experience.

Key Responsibilities

Team Leadership & Development

• Build, train, and lead a team of Customer Experience Specialists
• Establish performance expectations, KPIs, and quality standards
• Coach team members on written and verbal communication, tone, and problem resolution
• Foster a culture of ownership, urgency, and customer-centric thinking

Multi-Channel Experience Management

• Oversee proactive customer interactions across outbound voice, chat, SMS, and email
• Ensure timely, accurate, and brand-aligned engagement across every channel
• Implement workflows and automation where appropriate
• Partner with call center operations to ensure consistency between reactive and proactive functions

Proactive Customer Engagement Strategy

• Design and execute outbound communication programs (e.g., post-treatment follow-ups, service reminders, retention saves, surprise-and-delight outreach)
• Identify opportunities to reduce inbound call drivers through proactive intervention
• Develop campaigns that improve retention, satisfaction, and customer lifetime value
• Build outreach strategies tailored to package customers and long-tenured accounts

Operational Strategy & Process Improvement

• Analyze customer contact reasons and identify systemic issues
• Partner with call center leadership to reduce friction points
• Build scalable processes that improve efficiency and customer experience
• Leverage CRM and telephony data to inform decisions

Performance & Analytics

• Define and track KPIs such as save rate, retention impact, CSAT, contact deflection, and response/resolution time
• Report on team performance and business impact to senior leadership
• Use data to continuously refine strategy and execution

Qualifications

Required

• 3–5+ years of experience in customer service, contact center, or CX operations
• 2+ years in a leadership or supervisory role
• Experience managing both voice and digital support channels
• Strong analytical and problem-solving skills
• Excellent written AND verbal communication skills (this role lives and dies by tone and clarity)
• Proven ability to build processes from scratch in a fast-paced environment

Preferred

• Experience in home services or subscription-based businesses
• Familiarity with CRM systems (e.g., Real Green or similar platforms)
• Familiarity with telephony platforms (e.g., NICE or similar)
• Background in customer retention or lifecycle marketing
• Experience implementing automation or workflow tools

Key Competencies

• Strategic thinking paired with hands-on execution
• Strong ownership mentality (no “that’s not my job” thinking)
• Ability to identify root causes vs. surface-level problems
• Comfort with ambiguity and building from the ground up
• Bias for action and continuous improvement

What Success Looks Like

• Reduced inbound call volume driven by proactive outreach
• Improved customer satisfaction and retention rates
• Consistent, high-quality engagement across voice and digital channels
• Clear visibility into customer issues and resolution trends
• A scalable proactive engagement function that complements — not duplicates — the call center

Why This Role Matters

This role plays a critical part in transforming how we interact with customers — moving from reactive support to proactive engagement. The right leader will not only improve efficiency but fundamentally elevate how customers perceive our brand.