Customer Experience Manager

Job Description

As the Customer Experience Manager, you will play a pivotal role in shaping and enhancing the interactions our customers have with our brand. You will be responsible for leading and developing a team of customer-focused professionals, designing strategies to improve customer satisfaction, and ensuring seamless end-to-end experiences across all touch points.

Key Responsibilities:

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• Develop and implement customer experience strategies that align with the company's vision and values.
• Collaborate cross-functionally with departments such as Marketing, Sales, and Product Development to ensure a consistent and customer-centric approach.
• Analyze customer feedback, surveys, and data to identify areas for improvement and implement actionable solutions.
• Achieve key metrics to include client satisfaction, NPS and retention, Service contract growth, Opportunities created (and accepted by sales)​.
• Create engaging and targeted marketing campaigns to promote the loyalty programs and increase customer participation.
• Stay up to date with industry trends and best practices to continuously enhance our customer experience offering.
• Serve as the primary point of contact for all client experience matters. ​
• Maintain a strong relationship with Vendor Partners (Loyalty and Voice of the Customer)​.
• Develop/maintain an understanding of the platforms provided by vendor partners and understand key industry trends.

Requirements:
• Bachelor's degree in business administration, Marketing, or a related field.
• 5+ years of experience in customer service or customer experience roles. (Leadership experience preferred).
• Proven track record of successfully designing and implementing customer experience strategies that drive customer satisfaction and loyalty.
• Excellent communication, interpersonal, and leadership skills.
• Strong analytical mindset with the ability to translate data into actionable insights.
• Proficiency in customer relationship management (CRM) software and other relevant tools.
• Adept at problem-solving and conflict resolution with a positive attitude and the ability to thrive in a fast-paced environment.
• Passion for delivering exceptional customer experience and driving continuous improvement.

Sinclair is proud to be an equal opportunity employer and a drug free workplace. Employment practices will not be influenced or affected by virtue of an applicant's or employee's race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, military or veteran status or any other characteristic protected by law.

About Us

Sinclair, Inc. (Nasdaq: SBGI) is a diversified media company and a leading provider of local news and sports. The Company owns, operates and/or provides services to 185 television stations in 86 markets affiliated with all the major broadcast networks; and owns Tennis Channel and multicast networks Comet, CHARGE!, TBD., and The Nest. Sinclair's content is delivered via multiple platforms, including over-the-air, multi-channel video program distributors, and the nation's largest streaming aggregator of local news content, NewsON. The Company regularly uses its website as a key source of Company information which can be accessed at www.sbgi.net.

The base salary compensation range for this role is $120,000 to $140,000. Final compensation for this role will be determined by various factors such as a candidate's relevant work experience, skills, certifications, and geographic location. Full time positions are eligible for benefits that include participation in a retirement plan, life and disability insurance, health, dental and vision plans, flexible spending accounts, 15 paid vacation days, 2 paid personal days, 9 paid holidays, 40 hours of paid sick leave, parental leave, and employee stock purchase plan.

Jobcode: Reference SBJ-xkwj61-216-73-216-121-42 in your application.