Customer Experience Manager Position Available In Polk, Florida

Customer Experience Manager Salt Strong, LLC Winter Haven, FL Job Details Full-time $60,000 – $90,000 a year 1 day ago Benefits Disability insurance Dental insurance 401(k) Paid time off Vision insurance 401(k) matching Employee discount Life insurance Qualifications CRM software Management Customer service Mid-level Analysis skills Continuous improvement Problem solving Data-driven problem-solving Adaptability Budgeting HubSpot Leadership Communication skills Customer-centric metrics analysis Customer-centric metrics 10 years

Full Job Description Job Title:

Customer Experience Manager Location:

Central Florida preferred but role is hybrid so Florida location can vary

Department:

Operations Reports To:

Head of Operations What You Will Do in

This Role:

Are you passionate about building vibrant communities and enhancing member experiences? We are on the lookout for a dynamic and hands-on Head of Operations to join our team, supporting the #1 inshore saltwater fishing club . The Customer Experience Manager will be responsible for overseeing and enhancing all aspects of the customer experience, with a particular focus on the customer journey, subscription membership lifecycle management, and removing friction from all customer touchpoints and interactions. This role requires a strategic thinker with a deep understanding of customer needs and a proven track record of driving customer satisfaction, loyalty, and revenue growth.

Key Responsibilities:

Customer Onboarding:

Develop and implement comprehensive onboarding programs that ensure new customers have a seamless and positive experience from the start, immediately capturing value and setting the stage for long-term success.

Subscription Membership Management:

Oversee the subscription membership lifecycle, retention, and renewal strategies to maximize customer lifetime value.

Frictionless Customer Interactions:

Identify and eliminate pain points across all customer touchpoints, ensuring a smooth and enjoyable experience at every stage of the customer journey. This will include collaborating with technical teams on User Experience.

Revenue Growth and Upsell Opportunities:

Partner with Sales & Marketing to develop and execute strategies that drive revenue growth through upsell and cross-sell opportunities, leveraging customer insights and data to identify potential areas for expansion.

Customer Feedback and Insights:

Collect, analyze, and act on customer feedback to continuously improve the customer experience. Use data-driven insights to inform strategic decisions.

Cross-Functional Collaboration:

Work closely with product, marketing, sales, and tech teams to align efforts and ensure a cohesive customer experience.

World-Class Customer Experience:

Champion a customer-centric culture within the organization, driving initiatives that enhance customer satisfaction and loyalty.

Performance Metrics:

Establish and monitor key performance indicators (KPIs) to measure the effectiveness of customer experience initiatives and drive continuous improvement.

Lead and Develop Team Resources:

Provide direction, coaching, and continuous training to foster a culture of excellence and accountability, ensuring team members are equipped with the skills, tools, and support needed to deliver outstanding customer experiences aligned with business objectives.

Budget Management :

Develop and manage the budget for customer experience, ensuring efficient use of resources.

Qualifications:

Experience:

10 + years of experience in customer experience management, with a focus on customer onboarding, subscription membership businesses, and revenue growth strategies.

Skills:

Strong analytical skills, excellent communication and interpersonal abilities, and a proven ability to lead cross-functional teams.

Customer-Centric Mindset:

Deep understanding of customer needs and a passion for delivering exceptional experiences.

Problem-Solving:

Ability to identify and resolve issues quickly and effectively, with a focus on removing friction from customer interactions.

Technical proficiency:

Familiarity with CRM systems, especially HubSpot, and other customer experience tools.

Leadership:

Demonstrated leadership skills with the ability to inspire and motivate teams to achieve ambitious goals.

Adaptability:

Ability to thrive in a fast-paced, dynamic environment and adapt to changing customer needs and business goals.

What Success Looks like:

In the first 90 days , success will be seen by completing a thorough discovery exercise of the end-to-end customer journey, examining all key engagements and touchpoints. This will be followed by internal calibration, where feedback is shared with functional heads and input is gathered to identify areas for improvement. A comprehensive CX plan will then be delivered, outlining both short-term and long-term initiatives aimed at driving customer loyalty, improving retention rates, and supporting business growth. Additionally, early success will be marked by the identification and execution of quick wins—fast, high-impact improvements that build trust and demonstrate immediate value.

What We Are Offering You:

Competitive salary and opportunity for growth 401k matching at 100% for the first 3% Long Term Disability Short Term Disability Life Insurance Vision Insurance Dental Insurance A fun, family-first team

Position Type:

Full-Time Salary Employee Salary Range:

Competitive and based on experience

ABOUT Salt Strong:

As the largest saltwater fishing club in America with a burning desire to help our Members save time and money. We offer a fast-paced, growing, family-focused, tech-forward environment where ownership, accountability, and passion for winning as a team are essential. As a team, we’re constantly pushing ourselves to improve, to create new innovations, and we believe great ideas come from lots of different places and team members.

Our Core Beliefs:

Create WOW Fail Forward Family First

HOW TO APPLY

If you think you might be a fit for this job, please do the following steps: Send an email to with the subject line “Customer Experience Manager” along with the following information: A short letter explaining why you’re a fit for this role Your resume as a

PDF Note:

All inquiries, emails, and resumes will remain 100%

CONFIDENTIAL.

Job Type:

Full-time Pay:

$60,000.00 – $90,000.00 per year

Benefits:

401(k) 401(k) matching Dental insurance Employee discount Paid time off Vision insurance

Shift:

8 hour shift

Work Location:

Hybrid remote in Winter Haven, FL 33880