Customer Experience Manager

About the job Customer Experience Manager

Key Roles
Own end-to-end customer operations across quotation, order management, and account servicing.
Lead CRM as a core business platform to drive visibility, discipline, and insights.
Support Sales with strong commercial judgment across pricing, pipeline, and customer strategy.
Drive continuous improvement, standardization, and automation across workflows.
Build, lead, and develop a high-performing, customer-centric team.
Job Responsibilities
Oversee daily execution of quotations, order processing, and customer requests, ensuring high standards of accuracy, responsiveness, and service quality.
Manage end-to-end customer operations from quotation through order fulfilment and after-sales support.
Monitor and improve turnaround times, service levels, and customer satisfaction metrics.
Own and optimize CRM (HubSpot) as the central platform for customer and sales operations.
Ensure data accuracy, pipeline visibility, and reporting consistency across teams.
Develop dashboards and generate actionable insights to support management decision-making.
Drive CRM adoption and implement automation to improve efficiency and reduce manual work.
Partner closely with Sales on quotation quality, pricing execution, and deal progression.
Apply commercial judgment to balance competitiveness, margins, and customer value.
Track pipeline health, conversion rates, and customer trends to identify opportunities.
Identify inefficiencies and redesign workflows to improve scalability, consistency, and speed.
Implement SOPs and best practices across customer operations.
Lead continuous improvement initiatives aligned with business objectives and principal standards.
Lead, coach, and develop the Customer Experience team to build a high-performance culture.
Set KPIs, monitor performance, and drive accountability across the team.
Foster a customer-centric, proactive, and results-driven mindset.
Other duties and assignments as assigned from time to time.
Job Responsibilities
Bachelor’s degree in Business, Engineering, or a related discipline
5-10 years of relevant experience in customer operations, sales support, or commercial roles
Proven experience managing or optimizing CRM systems (HubSpot preferred)
Strong commercial acumen with understanding of pricing, margins, and sales processes
Experience in B2B industrial, engineering, or distribution environments is highly preferred
Prior experience in team leadership and people management

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Tagged as: HubSpot