CB2 · 3 weeks ago
Manager, Customer Experience
United States
Full-time
Remote
Mid, Senior Level
5+ years expCB2 is a leading home furnishings company that inspires purpose-filled living. The Manager, Customer Experience is a strategic leader responsible for shaping the company's understanding of the customer journey, owning the Voice of the Customer program and transforming feedback into actionable insights to improve customer satisfaction and loyalty.
E-CommerceFurnitureHome DecorRetail
Responsibilities
Own and evolve the enterprise-wide Voice of the Customer strategy, ensuring customer feedback is a key driver of business decisions
Lead the analysis of customer feedback from various sources, including Medallia and internal BI dashboards, to identify macro trends, key drivers of Net Promoter Score (NPS), and critical customer pain points
Synthesize complex data into clear, compelling presentations and strategic recommendations for executive leadership and key stakeholders
Partner with and influence leadership in Customer Care, Operations, Fulfillment, Merchandising, and Digital teams to prioritize and drive the execution of CX improvement initiatives
Guide and collaborate with Data Analysts to enhance CX reporting frameworks, develop robust scorecards, and ensure data integrity
Develop and implement methodologies to monitor the business impact of CX initiatives, including contact reduction and customer satisfaction improvements, adjusting strategies to maximize results
Oversee deep-dive investigations into systemic customer issues to uncover root causes and drive long-term, structural solutions
Qualification
Required
Exceptional analytical skills with the ability to translate data into strategic business actions
Strong leadership and communication skills, with a demonstrated ability to influence cross-functional partners and present to senior executives
Ability to make recommendations based on key findings and test for improvement
Ability to prioritize workload and manage multiple projects
Demonstrated ability to be flexible and adaptable to changing business needs and priorities of the organization
Sense of urgency and ability to shift and prioritize work to meet key deadlines
Preferred
5-7 years of experience in customer experience, voice of the customer, data analytics, or a related role
Previous experience with Voice of the Customer platforms (e.g., Medallia, Qualtrics) and BI tools (e.g., Tableau, Power BI)
Bachelor's degree preferred
Company
CB2
CB2 is an online platform that offers a wide selection of furniture and decor products for modern homes.
501-1000 employees
Funding
Current Stage
Late StageRecent News
Mario Capasa
2025-10-20
2025-10-16
2025-10-09
Company data provided by crunchbase