Job DescriptionCustomer Experience ManagerDepartment: Sales
Reports To: VP, Sales
Schedule: 7:00 AM - 4:00 PM
Position OverviewThe Customer Experience Manager is responsible for designing, leading, and continuously enhancing the end-to-end customer journey for Western Architectural Openings, part of MITER Brands. This role ensures a seamless, elevated experience across all touchpoints-from initial consultation through post-installation support-while reinforcing Western's position as a luxury, design-forward brand.
This leader will build and inspire a high-performing team, implement best-in-class service models, and partner cross-functionally to deliver a differentiated, white glove customer experience.
Key Responsibilities- Design and continuously improve the end-to-end customer journey, ensuring a seamless, high-touch experience across all phases: pre-sale, order management, delivery, installation, and post-sale support
- Lead, mentor, and develop a team of Customer Experience Specialists, fostering a culture of accountability, empathy, and proactive problem-solving
- Implement and manage a single point of contact model, delivering concierge-level service and elevating the customer experience to align with Western's luxury brand positioning
- Develop and document best-in-class processes, playbooks, and training programs to standardize white glove service delivery
- Partner cross-functionally with Operations, Sales, Marketing, Engineering, IT, and Service teams to ensure alignment and a consistent customer experience
- Establish and monitor KPIs (customer satisfaction, response times, issue resolution, etc.) and leverage insights to drive continuous improvement
- Act as a champion of the Western brand, ensuring every interaction reflects quality, professionalism, and premium service
- Demonstrate MITER Brands' Guiding Principles in all business interactions
- Perform other duties as assigned
Qualifications- Proven leadership experience in customer experience, hospitality, luxury retail, or a related field
- Demonstrated success designing and implementing customer-centric programs and service models
- Passion for delivering white glove, concierge-level customer service
- Strong communication, coaching, and team development skills
- Experience with CRM systems, customer journey mapping, and performance metrics tools preferred
- Ability to thrive in a fast-paced, evolving environment with a high degree of ownership and accountability
Education & Experience- Bachelor's degree in Business, Marketing, Construction Management, or related field strongly preferred
- 5+ years of experience in sales, customer experience, service, or manufacturing within the window and door or building products industry
Travel Requirements- Travel required; occasional overnight travel may be necessary
What We OfferAt MITER Brands, we invest in your health, wealth, and wellness. Our comprehensive benefits package supports you and your eligible spouse/dependents while helping you achieve your personal and professional goals.
We offer competitive pay, a 401(k) with company match, and generous paid time off to help you maintain a healthy work-life balance.
Health & Wellness- Three comprehensive medical plan options
- Prescription drug coverage
- Dental insurance
- Vision insurance
- Teladoc virtual healthcare services
- Employee Assistance Program (EAP)
- Annual Wellness Clinic
Financial Protection- Company-paid Life Insurance
- Voluntary Life Insurance
- Company-paid Short-Term Disability
- Company-paid Long-Term Disability
- Supplemental Hospital Indemnity Insurance
- Critical Illness Insurance
- Accident Insurance
Additional Benefits- Paid Time Off (PTO) and paid holidays
- 401(k) retirement plan with company match
- Tuition Reimbursement Program
- Legal Insurance
- Identity Theft Protection
- Pet Insurance
- Team Member Discount Program
