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RBJK MARKETING · 2 days ago

Facilities Client Experience Manager

Marietta, GA

Full-time

Onsite

Mid, Senior Level

5+ years exp

RBJK MARKETING is seeking a Customer Experience Manager (CEM) to enhance service delivery and client satisfaction in their facilities maintenance operations. The CEM will design strategies to improve customer engagement and resolve issues while fostering long-term relationships with clients.

Facilities Services

Responsibilities

Serve as the primary point of contact for key clients, ensuring their needs are met with professionalism and urgency

Conduct regular check-ins and facilities condition assessments to proactively address concerns

Monitor service delivery performance across maintenance teams and vendors

Collaborate with operations to ensure timely resolution of service issues and adherence to SLAs

Analyze customer feedback and service data to identify trends and areas for improvement

Develop and implement customer experience initiatives that align with business goals

Work closely with account managers, dispatch teams, and field technicians to ensure a unified customer experience

Generate reports on customer satisfaction, service performance, and issue resolution metrics

Present insights and recommendations to senior leadership

Qualification

Facilities ManagementCustomer ServiceCRM SystemsService Management PlatformsMulti-Priority ManagementFacilities Maintenance KnowledgeKPI FamiliarityCommunication SkillsProblem-Solving SkillsInterpersonal Skills