Customer Experience Communications ManagerDepartment: COO
Reports To: Director of Communications
Location: Buena Park, CA (Greater Los Angeles Metropolitan Area)
Job Type: Full-Time, Exempt
Grade Level: G5
Position SummaryThis role ensures that customer concerns are addressed quickly, accurately, and consistently, and that responses reflect the TOUS les JOURS brand voice and company values. The position also provides leadership visibility into customer sentiment, store performance trends, and emerging issues that could impact brand reputation.
As a newly created position, the Customer Experience Communications Manager will play a key role in building scalable processes, shaping the long-term structure of the function, and strengthening the connection between customer experience insights and corporate communications.
This role is ideal for a professional who thrives in a fast-paced, growth-oriented environment and enjoys balancing strategic thinking with hands-on execution as TOUS les JOURS continues to expand its U.S. presence.
Essential Duties and ResponsibilitiesCustomer Experience Operations- Manage the end-to-end flow of customer inquiries and feedback across all channels, ensuring timely routing and resolution by the appropriate internal teams (Operations, Marketing, Quality Control, Store Leadership, etc.).
- Research, evaluate, and recommend vendors for a centralized customer service platform and lead the implementation of the selected solution.
- Develop and maintain a library of approved response templates for common customer questions and concerns, ensuring consistency in tone, accuracy, and brand voice.
- Draft, review, and approve responses for complex or sensitive customer inquiries in collaboration with relevant internal stakeholders.
- Monitor recurring issues and customer sentiment; prepare weekly and monthly reports summarizing trends, store health insights, and opportunities for operational improvement.
- Partner with operations, marketing, and quality teams to translate customer feedback into actionable improvements.
Corporate Communications Support- Partner with the Director of Communications to ensure customer-facing communications align with corporate messaging, brand standards, and executive priorities.
- Identify and escalate emerging customer issues or trends that may impact brand reputation.
- Provide customer insights and reporting to support internal communications, leadership updates, FAQs, and broader corporate messaging.
- Ensure consistency between customer responses and company talking points, campaigns, and system-wide communications.
- Support the development of clear messaging during periods of operational change, growth, or heightened customer sensitivity.
Qualifications- Bachelor's degree in Business, Communications, or a related field, or equivalent professional experience.
- Minimum of 5 years of experience in customer success, customer service, support management, communications, or a related discipline.
- Exceptional written and verbal communication skills with a strong customer-focused and brand-centered mindset.
- Demonstrated ability to build processes and systems from the ground up while remaining hands-on in execution.
- Strong analytical skills with experience creating and interpreting reports, dashboards, or performance metrics.
- Highly organized with the ability to manage multiple priorities and stakeholders.
- Experience with CRM systems, ticketing tools, or customer feedback platforms.
- Ability to collaborate cross-functionally and influence stakeholders without direct authority.
Core Competencies- Strategic thinking with strong execution capability
- Proactive problem-solving and prioritization
- Attention to detail and consistency in messaging
- Strong interpersonal and collaboration skills
- Ability to remain calm and professional under pressure
- Commitment to continuous improvement
What We Offer- A dynamic and collaborative work environment with a mission-driven brand.
- Opportunities for growth in a rapidly expanding franchise network.
- Competitive salary and benefits package.
- A chance to help shape the voice of an emerging and beloved community brand.
