Fox Pest Control · 1 month ago
Customer Experience Manager
Logan, UT
Full-time
Onsite
Mid, Senior Level
$80K/yr - $100K/yr
3+ years expFox Pest Control is a rapidly growing pest control company recognized for its commitment to customer service and employee development. The Customer Experience Manager will lead initiatives to enhance customer satisfaction and loyalty, focusing on NPS, customer journey design, and communication strategies across the organization.
Customer ServiceFacilities Support ServicesProfessional Services
Responsibilities
Develop and own customer experience strategies that improve NPS, CLM, and overall loyalty
Monitor NPS feedback, identify themes and root causes, and create action plans with branch and operations leaders
Share regular NPS and customer experience updates with leadership, highlighting wins and key opportunities
Partner with the Director of Customer Service and other leaders to set goals and track progress on customer satisfaction metrics
Design, maintain, and continuously improve the customer journey from first contact through renewal or cancellation
Oversee the content and timing of all customer communications (email, text, outbound calls, letters, etc.) across all touchpoints
Coordinate with marketing and operations to ensure changes in service, pricing, or policy are communicated effectively
Lead cross-functional projects that impact customers (e.g., new service offerings, process changes)
Create project plans, timelines, and communication strategies for customer-facing initiatives
Facilitate project meetings, track action items, and ensure deliverables stay on schedule
Coordinate with IT, operations, sales, marketing, and branch leadership to ensure smooth execution and minimal disruption to customers
Plan and execute seasonal outreach campaigns (e.g., pre-season readiness, weather-related updates, holiday communications, humanitarian efforts)
Develop proactive communication strategies to reduce inbound contacts and improve customer clarity
Monitor response rates and effectiveness of seasonal campaigns and adjust based on performance and feedback
Help lead customer-facing committees focused on NPS, customer journey, and service improvements
Engage branch managers, service managers, and customer service leaders in regular committee meetings
Facilitate discussion, prioritize initiatives, and ensure follow-up on committee decisions and action items
Prepare regular reports on NPS, customer feedback trends, communication performance, and campaign results
Use data to identify areas of strength and areas that require attention in the customer journey
Present findings and recommendations to the executive team and other leaders
Collaborate with analytics and operations teams to improve data visibility and reporting where needed
Qualification
Required
High School degree or equivalent (required)
3+ years in Pest Control Operations
3+ years in Customer Experience or similar roles
Strong understanding of pest control operations, customer service, and customer experience principles
Experience working with NPS, CSAT, or similar customer satisfaction metrics
Excellent project management skills with the ability to lead cross-functional initiatives
Outstanding written and verbal communication skills
Ability to interpret data, identify trends, and translate insights into clear action plans
Strong relationship-building skills with both office and field/branch leaders
Proficiency in using software (Five9, Pestroutes, Microsoft suite, Outlook, Excel, Teams, CRM or survey tools)
Strong organizational and time management skills
Preferred
1-2 years of experience leading projects, initiatives, or teams preferred
Benefits
Competitive Salary
Competitive Health Insurance including Medical, Dental, and Vision for full-time employees
401k with a generous company match
PTO after just 30 days for Full-time individuals
Paid holidays
Employee Stock Purchase Plan
Strong potential and room for growth with an Individualized Leadership Plan for every team member
Paid hands-on training opportunities
Referral bonuses
Company
Fox Pest Control
Fox Pest Control develop confident leaders and to empower individuals to provide outstanding service.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
unknown2023-04-05Acquired
Leadership Team
Cody Wadsworth
Managing Partner
Travis Parker
Learning Partner
Recent News
2025-10-13
PRNewswire
2022-09-08
Company data provided by crunchbase