What are the responsibilities and job description for the Customer Experience Manager position at Sewing Parts Online?
Job Title: Customer Experience Manager
Location: On Site/Dickson, TN
Type: Full-Time
About Us
At Sewing Parts Online, we are passionate about delivering everything needed for sewing, quilting, and embroidery directly to our customers’ doors. From sewing machines and parts to fabrics and notions, we provide an unmatched selection with expert support. We take pride in delivering exceptional service to hobbyists, professionals, and everyone in between.
As an industry leader, we know the heartbeat of our business is our customers—and we are searching for a dedicated Customer Experience Manager to oversee and elevate our customer service department.
About the Role
As our Customer Experience Manager, you will lead a dynamic team dedicated to ensuring our customers feel supported and valued at every touchpoint. Reporting directly to senior leadership, you’ll have the opportunity to reimagine the customer journey, streamline processes, and make a measurable impact on satisfaction and loyalty.
This is more than a management role—it’s an opportunity to shape our culture of service and leave a legacy of customer delight.
Key Responsibilities:
Leadership & Team Management:
- Recruit, train, and mentor a high-performing customer service team.
- Inspire and coach team members to deliver empathetic and solutions-oriented service.
- Monitor performance metrics, ensuring service standards are met or exceeded.
- Foster a collaborative and positive team environment, encouraging growth and accountability.
Customer Journey Oversight:
- Design and implement strategies to optimize the end-to-end customer experience across phone, email, chat, and social channels.
- Champion customer-centric solutions, leveraging feedback to inform business decisions.
- Oversee escalations and resolve complex customer issues with professionalism and care.
Process & Efficiency Improvements:
- Analyze workflows and identify opportunities to improve efficiency and reduce response times.
- Implement tools and technology to support scaling operations while maintaining personalized service.
- Establish and document best practices, FAQs, and training materials.
Data-Driven Decision Making:
- Track and report on KPIs, including CSAT, NPS, first response time, and resolution time.
- Conduct regular analysis of trends in customer feedback and identify actionable insights.
- Present data-driven recommendations to leadership for improving policies, processes, and product offerings.
Collaboration & Advocacy:
- Act as the voice of the customer, advocating for their needs in cross-departmental initiatives.
- Partner with marketing to create customer retention strategies and loyalty programs.
- Collaborate with warehouse and operations teams to resolve order issues and optimize fulfillment processes.
What We’re Looking For
Experience:
- Proven track record (5 years) in customer service management, ideally within eCommerce.
- Experience managing teams in a fast-paced, high-growth environment.
- Familiarity with sewing, quilting, or crafting is a plus but not required.
Skills:
- Strong leadership and coaching abilities, with a knack for inspiring and motivating teams.
- Exceptional communication and interpersonal skills, with a focus on empathy and problem-solving.
- Adept at using CRM systems, customer support platforms, and data analytics tools.
- Process-oriented, with the ability to identify and implement scalable improvements.
Personality:
- Customer-obsessed, with a genuine passion for creating memorable experiences.
- Highly organized and detail-oriented, with a proactive mindset.
- Thrives in a collaborative environment and embraces a “team-first” mentality.
What We Offer
- Competitive salary with performance bonuses.
- Comprehensive benefits package, including health insurance, PTO, and 401(k).
- Professional development opportunities to help you grow your career.
- A collaborative, supportive, and flexible work environment.
- Discounts on our vast range of sewing, quilting, and embroidery products.
Why Join Sewing Parts Online?
At Sewing Parts Online, you’ll be part of a team that is passionate about creativity, craftsmanship, and delivering happiness to every customer. This is your chance to take ownership of a critical role, shape a department, and be part of a growing company that values your contributions.
If you’re ready to make a difference and lead a team that loves delighting customers, we want to hear from you!
After Applying
Please complete our Culture Index Survey to help us understand your work style. It’s quick and has no wrong answers—just click the link below:
https://go.cultureindex.com/p/DBNkvcjA7XDC1
Your application will not move forward, unless you complete the above survey.
Job Type: Full-time
Pay: $20.00 - $26.00 per hour
Expected hours: 40 per week
Benefits:
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Parental leave
- Vision insurance
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
Application Question(s):
- REQUIRED: To move your application forward, take our culture survey via the link below: https://go.cultureindex.com/p/DBNkvcjA7XDC1
Work Location: In person
Salary : $20 - $26