Customer Experience Manager

Customer Experience Manager – Full-Time | In-Office | Ann Arbor, MI

Are you a people-focused leader who thrives on building strong customer relationships, developing high-performing teams, and driving business results? As the Customer Experience Manager at Shar Music, you’ll oversee both our Customer Success and Sales teams, playing a critical role in ensuring that every customer interaction—from initial inquiry through purchase and ongoing support—reflects the exceptional service and expertise Shar Music is known for.

Essential Duties & Responsibilities:

• Deliver and promote a premium customer experience, ensuring customers receive personalized, attentive, and knowledgeable support throughout every stage of their relationship with Shar Music.
• Lead, coach, and develop the Customer Success & Sales teams to provide exceptional service across all customer communication channels.
• Establish and maintain high standards for customer service, responsiveness, professionalism, and problem resolution.
• Serve as a resource and escalation point for complex customer questions, concerns, complaints, and service issues.
• Monitor customer interactions and provide coaching and feedback to team members to improve service quality and consistency.
• Develop and maintain customer service procedures, workflows, standards, and best practices.
• Monitor customer experience metrics and identify trends, recurring issues, and opportunities for improvement.
• Track and analyze customer feedback, complaints, returns, order issues, and other customer-related data.
• Work with the Warehouse and Operations teams to resolve shipping, fulfillment, inventory, and delivery-related customer issues.
• Ensure customer inquiries and sales opportunities are responded to in a timely, professional, and effective manner.
• Help develop and maintain customer segmentation, account management, and customer retention strategies.
• Support the development of relationships with schools, educators, musicians, institutions, and other key customer groups.
• Ensure Sales and Customer Success team members maintain accurate customer and sales information within company systems.
• Help identify opportunities for automation, technology improvements, and process efficiencies within Sales and Customer Success.
• Participate in cross-functional projects and strategic initiatives that impact customers, sales, and company growth.
• Stay knowledgeable about Shar Music's products, services, customers, competitors, and the broader string instrument and music education industry.
• Promote a culture of accountability, collaboration, professionalism, continuous improvement, and customer-first thinking.
• Maintain confidentiality of sensitive customer, employee, sales, and company information.
• Other duties as assigned.

• Have a strong customer-first mindset while understanding the importance of achieving revenue and business objectives.
• Are an excellent communicator who can build relationships with customers, employees, managers, and leadership.
• Are comfortable coaching employees through both successes and performance challenges.
• Know how to motivate a team while maintaining clear expectations and accountability.
• Are confident handling escalated customer concerns and difficult conversations.
• Take ownership of problems and follow them through to resolution.
• Are highly organized and able to manage multiple priorities in a fast-paced environment.
• Enjoy finding ways to make processes more efficient, accurate, and consistent.
• Are proactive and willing to ask questions when something doesn't look right.
• Demonstrate a high level of integrity and discretion when handling confidential financial information.
• Are comfortable working in a dynamic, growing business where priorities can change.
• Team player with a positive attitude, adaptability, and willingness to collaborate and learn from others.
• Have an interest in music, education, or the arts (a plus).

Desired Qualifications:

• Bachelor's degree in Business, Marketing, Management, Communications, or a related field preferred.
• 3–5 or more years of progressive experience in Sales, Customer Success, Customer Experience,
• Account Management, Retail, eCommerce, or a related field.
• 2 or more years of experience in a supervisory or management role preferred.
• Demonstrated experience leading, coaching, and developing Sales, Customer Success, Customer Service, or Account Management teams.
• Proven ability to establish goals, monitor KPIs, and drive team performance.
• Experience developing sales strategies, customer retention initiatives, and account development programs.
• Experience managing customer escalations and complex sales or service issues.
• Strong understanding of sales processes, customer relationship management, and customer experience best practices.
• Experience working in a retail, eCommerce, distribution, manufacturing, or other product-based business is a plus.
• Experience with B2B, education, institutional, or account-based sales is a plus.
• Experience with NetSuite or another ERP system strongly preferred.
• Experience with Shopify or another eCommerce platform is a plus.
• Experience with CRM platforms and sales reporting tools is a plus.
• Strong proficiency with Microsoft Office, including Outlook, Teams, and Excel.
• Strong written and verbal communication skills.
• Excellent organizational, time management, and prioritization skills.
• Strong coaching, leadership, conflict-resolution, and relationship-building skills.
• Ability to analyze sales and customer data and translate findings into actionable strategies.
• Ability to work collaboratively with individuals and teams across an organization.
• Demonstrated ability to identify problems, develop practical solutions, and drive those solutions through implementation.
• Music knowledge or experience working with musical instruments is a plus.
• Ability to maintain a high level of accuracy while meeting deadlines.

Benefits Available for Full-Time Team Members:

• 401(k)
• 401(k) Matching
• Medical
• Dental
• Vision
• Life
• Short & Long Term Disability
• Generous PTO
• Employee Discount Program
• Pet Insurance