Customer Experience Manager

Aimé Leon Dore is looking for a Customer Experience Manager to join our team in New York, New York, reporting directly to Director of Domestic Operations. This position will support ALD’s end-to-end customer journey by overseeing and resolving customer issues across all channels. This role serves as a central point of contact for customer concerns, ensuring timely, accurate, and brand-aligned responses while partnering with internal teams to keep the customer experience smooth and consistent.

Duties and Responsibilities

• Lead, mentor, and develop a high-performing CX team, fostering a customer-first mindset by implementing regular coaching/QA, managing clear performance goals, providing feedback, and development pathways.
• Address a broad range of customer concerns, including post-purchase questions, product issues, service complaints, delivery delays, order discrepancies, store interactions, and general feedback.
• Maintain ALD’s service tone and brand voice in all digital communications while delivering efficient, solutions-oriented resolutions.
• Serve as the primary CX liaison with internal teams, to ensure voice-of-customer insights are shared and actioned.
• Partner with all internal teams to align CX initiatives with product rollouts, marketing campaigns, and operational changes, while representing the CX function in cross-departmental communications
• Work with fulfillment, logistics, and operations teams to troubleshoot order-related concerns, including shipment errors, delays, or damaged goods.
• Support operational and service improvements by documenting issue trends and proposing small-scale workflow enhancements, while owning strategic decision-making.
• Identify, lead, evaluate, and deploy workflow automation, AI/chatbot integration, and process digitization to enhance team efficiency and customer self-service.
• Monitor, analyze, and report on key CX metrics to inform strategy and performance, while regularly presenting performance reports and insights to leadership.
• Champion a culture of continuous improvement, proactively identifying friction points and implementing solutions.
• Establish, track, and exceed departmental and personal KPIs — while setting a roadmap for future performance benchmarks.

Qualifications

• 3–5+ years in customer experience, customer service, hospitality, retail support, or digital support roles.
• Strong written communication skills with the ability to convey clear, professional, brand-aligned responses.
• Experience managing high-volume customer inquiries with accuracy and empathy.
• Experience with Gorgias, ERP, 3PL Warehousing and Shopify preferred
• Ability to collaborate effectively, hold others accountable, and take ownership of function
• Strong problem-solving skills with the ability to navigate complex customer concerns.
• Organized, detail-oriented, and able to manage multiple open cases simultaneously.

Salary Range: $80,000 - $90,000