Customer Experience Manager

FX Matt Saranac Brewing Co. is seeking a dynamic and customer-focused Customer Experience Manager to join our team. The ideal candidate will be responsible for designing and implementing strategies to improve the overall customer experience and ensuring customer satisfaction. This role requires collaboration across departments to align customer service processes and deliver exceptional service that meets and exceeds customer expectations. We will work as one team to create an experience where our customers will leave having had a great time and knowing that we make world-class, award-winning products.

Key Responsibilities:

• Develop and execute customer experience strategies that enhance customer satisfaction.
• Lead initiatives that improve customer service quality and operational efficiency.
• Monitor customer feedback and analyze data to identify trends and areas for improvement.
• Collaborate with sales, marketing, and support teams to ensure a seamless customer journey.
• Manage customer service teams, providing coaching and support to achieve performance goals.
• Plan and coordinate all advertising promotions, and social planning for VIP Tasting Tours, company & corporate events.
• Drive continuous improvement initiatives based on customer insights and industry best practices.
• Promote growth for the Brewery Visitor Center (Biergarten/Tavern/Events/Gift Shop) by creating events and an experiences that will establish the Brewery as a "must go" destination.