TITLE

Customer Experience Manager

REPORTING TO

Director, Brand Experience

SUPERVISORY RESPONSBILITIES

N/A

LOCATION

Charlotte, NC, Hybrid schedule with T-Th in office and M & F remote

THE COMPANY

From humble beginnings, GALE Pacific has grown to become a global leader in technical fabrics and consumer products that protect our customers day after day, year after year. With over 600 team members across locations in Australia, New Zealand, USA, China and the UAE, our global presence allows us to continually innovate and build on a rich history dating back to 1951. Our Coolaroo® consumer products sold through major retailers globally include Shade Sails, Shade & Garden Fabrics, Outdoor Blinds and Shade Structures. GALE Pacific Commercial Fabrics include knitted, coated and advanced polymer fabrics used for agriculture, construction, mining and packaging.

 

OUR VALUES

  • Integrity

We do what is right. We are honest and ethical, worthy of the trust of others. It is the price of entry to our team.

 

  • Respect  

Respect guides the way we operate at all levels – with consumers, customers, suppliers, investors, the community, and our own team. ​

 

  • Collaboration

We believe in the power of working together in a collaborative way. Every function and every role is as important as each other.

 

  • ​People

People are the heart and soul of our business. We continually strive to provide a safe, supportive, and engaging environment for our team to achieve their full potential. ​

 

  • Community

We are proud to be part of the communities we operate in globally. We are committed to supporting local causes and always operating in an environmentally responsible.​

 

  • Innovation

Creative thinking inspires innovation in everything we do. We seek and value ideas from our team that improve our products and provide meaningful benefits to our consumers and customers.

 

 

LEADERSHIP BEHAVIOURS

Drives for Results

  • Communicates Clear Vision Consistently​
  • Holds Self and Others Accountable​
  • Doesn’t Give Up​
  • Owns Successes and Failures​
  • Inspires us in Tough Times​

 

Exemplifies Authenticity

  • Willing to be Vulnerable​
  • Genuinely Cares for People on Their Team​
  • Words and Actions Match​
  • Makes Employees Feel Open and Comfortable
  • Has a Consistent Approach to Decision Making​

 

Develops and Empower Others

  • Provides Timely Open and Honest Feedback​
  • Empowers Individuals and Teams​
  • Makes Everyone Feel Valued for the Work They do​
  • Sets SMART Stretch Goals​
  • Gives People an Individual Growth Plan​

 

Fosters Collaboration

  • Develops Ideas With Input From Others​
  • Maintains an Open Mind and Listens​
  • Is Inclusive​
  • Drives Teamwork Between Functions​
  • Creates a Learning Environment​

 

Acts with Courage

  • Challenges the Status Quo​
  • Makes Tough Decisions
  • Is Not Afraid to Have Difficult Conversations​
  • Actively Leads the Team Through Challenges

 

 

 

OVERVIEW OF ROLE OR HOW THE ROLE MAKES AN IMPACT

 

We are seeking a highly skilled and experienced Senior Customer Experience Manager to lead and enhance the end-to-end customer experience across our growing multi-brand business. This individual will drive strategies to build trust, credibility, and long-term loyalty while overseeing the day-to-day operations of a small but high-performing customer service team. With responsibility for both strategy initiatives and frontline operations, this role is ideal for a hands-on leader who thrives in fast-paced growth environments.

 

As part of the Brand Experience team, this role will ensure customer support is fully aligned with brand messaging, product positioning, and marketing campaigns to deliver a seamless, on-brand experience across every touchpoint, as well as enable a more proactive, personalized service.

 

This role will collaborate closely with department leaders to ensure customer insights influence product development, marketing strategies, and operational improvements, helping to create a continuous feedback loop to strengthen the overall brand experience and foster stronger customer loyalty.

 

This is a high-impact role for a hands-on leader who is passionate about customer advocacy, process optimization, and fostering a customer-first culture across the entire organization.

 

KEY ACCOUNTABILITIES & RESPONSIBILITIES
  • Develop and execute a customer experience strategy that strengthens satisfaction, loyalty, and trust.
  • Champion the voice of the customer, turning feedback into product, service, and process improvements.
  • Oversee daily customer service operations, including order processing, returns, warranties, and inquiries across multiple channels.
  • Ensure all customer inquiries are handled quickly, professionally, and aligned with brand values.
  • Supervise the customer service team, including scheduling, workload management, and case distribution to ensure balanced coverage and timely responses.
  • Manage and mentor Americas customer service team, providing training, coaching, and performance feedback to ensure product knowledge and service excellence.
  • Work with global support teams to align and implement service standards and strategies, driving cross-region collaboration to provide service coverage during peak seasons and across time zones.
  • Serve as primary escalation point for complex customer issues, applying advanced problem-solving to ensure timely resolution.  
  • Track and report on key performance metrics, including NPS, CSAT, first contact resolution, and response times.
  • Administer and optimize customer service systems, including Zendesk, Salesforce, D365, IVR, and Live Chat functions.
  • Partner with Sales, Operations, and Finance to ensure smooth order processing, accurate billing, and seamless shipments.
  • Collaborate closely with Product, and Brand teams to align customer service efforts with campaigns, product launches, and seasonal initiatives.
  • Proactively identify and implement process improvements and automation opportunities to enhance speed, accuracy, and customer satisfaction.
  • Regularly update customer portals and maintain accurate order status, inventory, and return information.
  • Ensure the team is fully equipped with product knowledge, promotional details, and brand messaging to deliver consistent, on-brand service.
  • Advocate for customer-first thinking across the organization, ensuring the customer experience and needs are prioritized in decision-making and strategy.
  • Use customer feedback and service data to identify trends, opportunities, and potential issues driving continuous improvement across all touchpoints.

SKILLS & EXPERIENCE
  • Minimum 8 years of experience in customer service, customer experience, or related roles, with at least 3 years managing customer-facing teams.
  • Proven success working in fast-paced, growth businesses, ideally across multiple brands and product categories.
  • Strong leadership and team development skills, with experience coaching small teams to deliver exceptional service.
  • Hands-on experience managing customer service systems, including Zendesk, Salesforce, D365, and IVR systems.
  • Expertise in order management processes, including order entry, inventory tracking, returns, and warranties.
  • Ability to analyze customer feedback and performance data to drive actionable improvements.
  • Strong problem-solving skills with experience handling complex customer escalations.
  • Collaborative mindset, able to work efficiently with Marketing, Product, Sales, and Operations to align customer experience with brand strategy.
  • Excellent communication skills, with the ability to advocate for customer-first approaches across the business.
  • Experience supporting both B2B and B2C customers across different sales channels.
  • Comfortable balancing hands-on operational work with team supervision, as well as big picture strategy development.