the About Babette's Babette's Furniture & Home is a family-owned company known for quality furniture, thoughtful design, and a warm, service-driven culture. Our Customer Experience Manager plays a key role in ensuring every customer interaction—on the sales floor, over the phone, and through delivery and service —reflects our commitment to excellence. Position Summary The Customer Experience Manager is responsible for leading and elevating the end-to-end customer journey across the retail store and warehouse operations. This role partners closely with Sales, Service, Warehouse, and Leadership teams to ensure consistent communication, proactive problem-solving, and a seamless experience from purchase through delivery and beyond. This is a hands-on leadership role ideal for someone who thrives in a fast-paced retail environment, enjoys problem-solving and communicating with customers, and has a strong eye for process improvement and information organization. Key Responsibilities Customer Experience & Service Excellence Champion a customer-first mindset across retail and warehouse teams Resolve customer concerns and escalations with professionalism, empathy, and urgency as the primary point of contact Ensure consistent communication with customers regarding orders, delivery timelines, and service updates Monitor customer feedback, reviews, and surveys; identify trends and provide improvement suggestions Team Leadership & Coaching Coach and support Customer Experience, Sales Support, and/or Warehouse-facing team members Set clear expectations for customer communication, tone, and service standards Provide ongoing feedback, training, and performance coaching Partner with HR and Store Leadership on performance management when needed Operations & Process Improvement Collaborate with warehouse and delivery teams to ensure smooth order flow and issue resolution Identify gaps in processes impacting the customer experience and recommend solutions Maintain accurate documentation related to customer issues, resolutions, and follow-ups Support scheduling, workflow coordination, and cross-department communication Service, Repairs & Warranty Support Partner closely with the Service Department to coordinate repairs, replacements, and warranty claims Act as a point of contact between customers, service technicians, vendors, and store leadership as needed Ensure clear, timely communication with customers regarding service timelines, expectations, and outcomes Track and follow up on open service issues to ensure resolution and customer satisfaction Identify recurring service or product issues and work with leadership and vendors to improve processes and prevent future concerns Cross-Functional Collaboration Serve as a liaison between Sales, Service, Warehouse, and Leadership teams Partner with Store Management to align customer experience goals with sales and operational priorities Support special projects, store initiatives, and peak business periods Qualifications 3-5 years of experience in customer experience, retail management, operations, or a related field Strong leadership and coaching skills with the ability to influence across teams Excellent communication skills (verbal and written) Proven ability to resolve conflict and manage escalations effectively Organized, detail-oriented, and process-driven Comfortable working in both retail and warehouse environments Proficiency with POS systems, order management systems, and

Google Suites Core Competencies Empathy & Communication:

You can talk to a high-end design client and a delivery driver with equal respect and clarity.

Operational Oversight:

You don't just see a "broken chair"; you see a breakdown in the process and can analyze and recommend solutions.

Data-Driven:

Ability to analyze all forms of data, Google Reviews, and internal service metrics to drive strategy. Preferred Experience Furniture, retail, or home furnishings experience Experience working with warehouse and delivery operations Familiarity with customer feedback tools and service metrics Why You'll Succeed at Babette's You genuinely care about people—customers and teammates alike You lead with calm confidence, fairness, and accountability You're proactive, solutions-focused, and comfortable making decisions You value teamwork and clear communication What We Offer Competitive pay based on experience Benefits package including health, dental, vision, and PTO Employee furniture discount Supportive, family-oriented culture Opportunities for growth within a growing company Schedule Monday through Friday 9 am to 5 pm

Job Type:

Full-time Pay:

$60,000.00 - $75,000.00 per year

Benefits:

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

Experience:

Retail management: 3 years (Preferred) Operations management: 3 years (Preferred)

Work Location:

In person